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 367928 results
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Decision Reference DRN-5333400
25 Mar 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5333400 The complaint E, complains that Metro Bank Plc unfairly registered a marker about it and its director at Cifas, the national fraud database. E’s complaint has been brought to us by its director, Mr M. What happened E had an account with Metro. Mr M has explained that he is ... (5 pages)View decision -
Decision Reference DRN-5404563
25 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5404563 The complaint Mr H complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund the money he says he lost to a scam. This decision only relates to the payments made from Mr H’s account. A number of payments were also made from Mr H’s wife’s account (“Mrs H... (5 pages)View decision -
Decision Reference DRN-5369709
25 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5369709 The complaint Mr G complains Nationwide Building Society didn’t do enough to support him with problem gambling. What happened Mr G has an account with Nationwide. His account doesn’t have an overdraft and isn’t meant to go overdrawn. In other words, it’s a basic account. He ... (2 pages)View decision -
Decision Reference DRN-5422257
25 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5422257 The complaint Mrs S and Mr H complain Royal & Sun Alliance Insurance Limited unfairly declined a claim made on a pet insurance policy, Mrs S has dealt with the claim and complaint, so for ease I will refer to her below. What happened The following provides a summary of w... (4 pages)View decision -
Decision Reference DRN-5039392
25 Mar 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5039392 The complaint Mr K complains that Clydesdale Bank Plc trading as Virgin Money has declined to refund a disputed transaction that was made from his account, and for the way it handled his fraud claim. What happened In September 2023, Mr K says he was approached by some people... (3 pages)View decision -
Decision Reference DRN-5372978
25 Mar 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5372978 The complaint Mr G complains that HSBC UK Bank Plc hasn’t dealt reasonably with him since his account fell into arrears. What happened Mr G’s original complaint included a number of issues, some of which we don’t have the power to consider because they were brought to us to... (4 pages)View decision -
Decision Reference DRN-5004200
25 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5004200 The complaint Mrs H complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund the money she says she lost to a scam. This decision only relates to the payments made from Mrs H’s accounts. A number of payments were also made from Mrs H’s husbands’ accoun... (5 pages)View decision -
Decision Reference DRN-5422273
25 Mar 2025 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5422273 The complaint Mr P has complained about how Shop Direct Finance Company Limited treated him when he experienced financial difficulties. What happened My provisional decision of 3 March 2025 set out the background to this complaint: “Mr P opened a catalogue shopping account w... (4 pages)View decision -
Decision Reference DRN-5372213
25 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5372213 The complaint Ms B complains about the advice and actions of Lloyds Bank PLC in relation to her fixed term ISA. What happened Ms B contacted Lloyds as her ISA was maturing. She was told she could take out the interest and transfer the capital to another fixed rate ISA. She o... (3 pages)View decision -
Decision Reference DRN-5425530
25 Mar 2025 Scottish Widows Unit Trust Managers Limited UpheldInvestmentsDRN-5425530 The complaint Mr and Mrs S complain about Scottish Widows Unit Trust Managers Limited (SW). They’re unhappy with the level of service they received when Mrs S was attempting to transfer some shares to Mr S and then encash them. What happened Mrs S contacted SW in September 2... (3 pages)View decision
