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 362195 results
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Decision Reference DRN-4552128
31 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4552128 The complaint Mr S complains that National Westminster Bank Plc (‘NatWest’) should stop sending email statement notifications and paper statements to him. What happened The details of this complaint are known to both parties, so I have just provided a brief overview of key even... (2 pages)View decision -
Decision Reference DRN-4667243
31 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4667243 The complaint Mrs G and Mr G are unhappy that Santander has decided not to refund them after they were the victims of an Authorised Push Payment (APP) scam. What happened This complaint focuses on the initial investments payments Mr and Mrs G made between August and November 20... (4 pages)View decision -
Decision Reference DRN-4716664
31 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4716664 The complaint Mr P complains that HSBC UK Bank Plc hasn’t refunded him after he fell victim to a scam. What happened The background to this complaint is well-known to both parties, so I’ll only summarise the key details here. Mr P was contacted by someone he didn’t know on a me... (4 pages)View decision -
Decision Reference DRN-4484992
31 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4484992 The complaint Mr H complains that Barclays Bank UK PLC (trading as “Barclaycard”) are holding him liable for a credit card balance of over £11,000 that he didn’t incur. What happened The details of this complaint are well known to both parties, so I won’t repeat everything agai... (3 pages)View decision -
Decision Reference DRN-4612121
31 Mar 2024 Charter Court Financial Services Limited Not upheldBanking and PaymentsDRN-4612121 The complaint Mr R complains about the difficulties he had getting online access to the account he opened with Charter Court Financial Services Limited trading as Charter Savings Bank (‘Charter’). What happened Mr R had a one-year fixed rate savings account with Charter. He pho... (2 pages)View decision -
Decision Reference DRN-3857116
31 Mar 2024 CMC Spreadbet Plc Not upheldInvestmentsDRN-3857116 The complaint Mr S complains that CMC Spreadbet Plc pressurised him into opening an account with them. In addition, he went on to state that CMC failed to show him how to use their system before his capital was put at risk. Mr S also says that CMC told him that he wouldn’t need... (6 pages)View decision -
Decision Reference DRN-4579578
31 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4579578 The complaint Mr and Mrs A complain that Santander UK Plc hasn’t refunded them after they fell victim to a cryptocurrency investment scam. What happened The background to this complaint is well-known to both parties and so I’ll only provide summary detail here. I’ll mostly refe... (5 pages)View decision -
Decision Reference DRN-4711462
31 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4711462 The complaint Mr B complains that Bank of Scotland plc trading as Halifax (‘Halifax’) failed to pay him an account switching bonus. What happened Mr B had a bank account with another provider that he moved to Halifax in early April 2023. Halifax offered customers a £175 bonus i... (3 pages)View decision -
Decision Reference DRN-4276333
31 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4276333 The complaint Mrs O complains that Nationwide Building Society (‘Nationwide’) debited transaction(s) totalling approximately £6,000 which she says she did not make or otherwise authorise. What happened In November 2021, a series of four transactions took place on Mrs O’s accoun... (4 pages)View decision -
Decision Reference DRN-4252035
31 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4252035 The complaint Mr H is unhappy because HSBC UK Bank plc (‘First Direct’) have declined to refund him in full the £24,500 which he lost as a result of a scam. What happened The details of this complaint are well-known to both parties so I will not go into every detail of what hap... (5 pages)View decision
