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 369227 results
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Decision Reference DRN-5370978
21 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5370978 The complaint Mr F – the executor of his late father’s estate – complains on behalf of his late father about how Clydesdale Bank Plc trading as Virgin Money handled requests he made for information and the service it provided around this. What happened In August 2024, Mr F m... (2 pages)View decision -
Decision Reference DRN-4766718
21 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4766718 The complaint Miss T is unhappy that HSBC UK Bank Plc has decided not to refund her after she says she was the victim of a scam. What happened Miss T employed a builder (I’ll refer to them as M), to do some work in her garden. Ultimately Miss T had a dispute with her builde... (5 pages)View decision -
Decision Reference DRN-5024581
21 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5024581 The complaint Ms T complains that Revolut Ltd has declined to refund a payment she says she didn’t make. What happened As both parties are familiar with the facts of this case, I’ll summarise it briefly. In November 2023, Ms T received a call from a scammer impersonating a w... (3 pages)View decision -
Decision Reference DRN-5373551
21 Mar 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5373551 The complaint Mr K complains that Zopa Bank Limited was irresponsible in its lending to him. What happened Mr K was provided with a £2,000 loan by Zopa in January 2020. The loan term was 12 months, and he was required to make monthly repayments of £191.52. Mr K said that at ... (2 pages)View decision -
Decision Reference DRN-4881505
21 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4881505 The complaint Mr W complains that Bank of Scotland plc trading as Halifax failed to protect him at a time he was falling victim to a scam and hasn’t refunded him since he reported what happened. What happened The background to this complaint is well known to all parties and ... (4 pages)View decision -
Decision Reference DRN-5402843
21 Mar 2025 Unum Ltd Not upheldInsuranceDRN-5402843 The complaint Mr and Mrs W complained that Unum Ltd declined a claim on their critical illness policy. Mr and Mrs W also complained about how the claim was handled. What happened Mr and Mrs W are members of Mr W’s employer’s group critical illness policy. In September 2023, ... (5 pages)View decision -
Decision Reference DRN-5267293
21 Mar 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5267293 The complaint Mrs R complained that National Savings and Investments (NS&I) allowed her husband to withdraw from her premium bonds without her knowledge or consent. What happened Mrs R held premium bonds with NS&I. At the start of September 2018 she held... (3 pages)View decision -
Decision Reference DRN-5355012
21 Mar 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5355012 The complaint Ms U complains Zemplar Bank Limited (trading as “Cashplus Bank”) failed to help her get a refund for goods she returned to an online retailer that were lost in transit. What happened On 3 April 2024, Ms U paid £145.46 with her Cashplus Bank credit card to buy ... (5 pages)View decision -
Decision Reference DRN-5375094
21 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5375094 The complaint Mr M complains that Lloyds Bank PLC didn’t process his switch application so he didn’t receive the incentive payment. And that it said he could make a new application, but this was declined by it. What happened In July 2024 Mr M applied for a Lloyds account and... (2 pages)View decision -
Decision Reference DRN-5217051
21 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5217051 The complaint Mr W complains that HSBC Bank UK Plc blocked his account. What happened Mr W has a current account with HSBC. Between 31 May 2024 and 25 July 2024 seven payments totalling just over £13,000, were made into Mr W’s account from an individual I will refer to as ... (3 pages)View decision
