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 365360 results
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Decision Reference DRN-4404545
17 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4404545 The complaint The estate of Mr M complains that Santander UK Plc (“Santander”) won’t refund a payment of £4,000 made by cheque from his account before he died. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. I... (2 pages)View decision -
Decision Reference DRN-4534146
17 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4534146 The complaint Mr S complains about Lloyds Bank PLC’s system. It asks him to verify his account when he tries to log on after travelling abroad and he thinks it’s monitoring his movements. What happened Mr S regularly uses his Lloyds on-line account. So he doesn’t have to rely o... (3 pages)View decision -
Decision Reference DRN-4688188
16 Mar 2024 Chetwood Financial Limited Not upheldConsumer CreditDRN-4688188 The complaint Mr G complains that Chetwood Financial Limited (trading as “BetterBorrow”) is holding him responsible for an £8,000 loan that he says he didn’t take out. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again... (2 pages)View decision -
Decision Reference DRN-4688167
16 Mar 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4688167 The complaint Mr B complains Nationwide Building Society said he was required to provide a mobile phone number in order to open up a savings account online. What happened Mr B has a current account, a credit card account and various savings accounts with Nationwide. He has acco... (3 pages)View decision -
Decision Reference DRN-4446012
16 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4446012 The complaint Mr W – who has a representative – complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr W has a current account with Monzo which he opened in late 2019. He’s a company director and at the time of this ... (3 pages)View decision -
Decision Reference DRN-4646772
16 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4646772 The complaint Mrs W and Mr W complain about a Bank of Scotland plc, trading as Halifax, error and the distress and inconvenience this caused. What happened Mrs W and Mr W have a direct debit in place with Company A. In November 2023, Halifax unfortunately made an error on Mrs W... (3 pages)View decision -
Decision Reference DRN-4653739
16 Mar 2024 Reliance Bank Ltd Not upheldBanking and PaymentsDRN-4653739 The complaint Mr G complains about Reliance Bank Ltd sharing his personal information with a Credit Reference Agency. What happened Mr G had a bank account with Reliance. This had an overdraft facility and a direct debit set up with Company A. Mr G switched his bank account fro... (2 pages)View decision -
Decision Reference DRN-4532778
16 Mar 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4532778 The complaint Mrs B complains that Tesco Personal Finance PLC trading as Tesco Bank has paid her Clubcard points to a third party. She says she’s never given permission to have her account grouped with a third party. What happened Mrs B is unhappy that Tesco Bank has paid her C... (2 pages)View decision -
Decision Reference DRN-4602952
16 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4602952 The complaint Mr N complains about a Nationwide Building Society direct debit error and subsequent threats and victimisation. What happened There are 2 parts to Mr N’s complaint: Part 1 Mr N has a credit card with Business A and a direct debit in place for balance payments to b... (3 pages)View decision -
Decision Reference DRN-4601385
16 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4601385 The complaint Mr M complains about HSBC UK Bank Plc’s security checks when he made multiple payments. What happened In late October 2023, Mr M visited an HSBC branch and communicated his intention to make four large payments at the beginning of November to a savings account he ... (3 pages)View decision
