We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 364862 results
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Decision Reference DRN-5403379
7 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5403379 The complaint Mr M has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t been reporting his credit card activity to the credit reference agencies (‘CRAs’), which has affected his creditworthiness. What happened In November 2024, Mr M saw tha... (1 page)View decision -
Decision Reference DRN-5400360
7 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5400360 The complaint Mrs S complains about how HSBC UK Bank Plc (HSBC) treated her when a Power of Attorney (POA) was registered with them. The complaint has been brought on behalf of Mrs S by Mr S, the attorney. What happened The details of this complaint are well known to both p... (2 pages)View decision -
Decision Reference DRN-5393953
7 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5393953 The complaint Mr K has complained that Nationwide Building Society put a block on his account, without contacting him. He then encountered issues when trying to have the card unblocked. What happened Nationwide’s system notes show that Mr K’s card was blocked on 2 September ... (2 pages)View decision -
Decision Reference DRN-5393729
7 Apr 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5393729 The complaint Mr M complained because Nationwide Building Society refused to refund him for transactions he said he hadn’t authorised. What happened In early October 2024, Mr M was on holiday abroad. On 5 October, he checked his online banking, and saw two debits to a gambl... (3 pages)View decision -
Decision Reference DRN-5440990
7 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5440990 The complaint Ms K has complained that Vanquis Bank Limited acted irresponsibly when it gave her a credit card account and increased the limit on the account. Ms K is represented in the complaint but for simplicity I will refer to Ms K throughout as if all submissions have ... (3 pages)View decision -
Decision Reference DRN-5396392
7 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5396392 The complaint Mr H has complained that he didn’t receive a replacement bank card from HSBC UK Bank Plc, and that he was given incorrect information during a live chat. What happened HSBC’s records show that Mr H was sent a new card on 25 September 2024. But, in a chat on 13 ... (2 pages)View decision -
Decision Reference DRN-5425291
7 Apr 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5425291 The complaint Mr N complains that American Express Services Europe Limited (Amex) reduced his credit limit and that resulted in him going over the limit. He also says they wrongly reported his account status to the Credit Reference Agencies (CRA’s). What happened Mr N has a ... (2 pages)View decision -
Decision Reference DRN-5397471
7 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5397471 The complaint Mr S has complained that Clydesdale Bank Plc, trading as Virgin Money, unfairly closed his credit card account. What happened Mr S held a credit card account with Virgin Money, but discovered it had been closed. Virgin said it had emailed him, requiring him to ... (2 pages)View decision -
Decision Reference DRN-5403408
7 Apr 2025 MBNA Limited UpheldBanking and PaymentsDRN-5403408 The complaint X has complained that MBNA Limited hasn’t offered any method of unblocking an account with it, other than speaking on the phone. What happened On 28 October 2024, X tried to make a purchase using his MBNA card, but it was flagged for security checks. X tried to... (2 pages)View decision -
Decision Reference DRN-5336977
6 Apr 2025 Nelson Insurance Company Ltd Not upheldInsuranceDRN-5336977 The complaint Mr B complains about the way Nelson Insurance Company Ltd (“Nelson”) settled a claim under his car insurance policy following an accident. Any reference to Nelson in this decision includes its appointed agents and representatives. What happened In January 2018 ... (4 pages)View decision
