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 363925 results
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Decision Reference DRN-4948159
7 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4948159 The complaint Mr and Mrs R complain that Lloyds Bank PLC didn’t do enough to protect them when they made a payment to a property investment opportunity that they now consider was a scam. What happened Mr and Mrs R made a £100,000 payment in April 2019 from their Lloyds accou... (2 pages)View decision -
Decision Reference DRN-5366446
7 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5366446 The complaint Miss B complained because National Westminster Bank Plc refused to refund her for cash withdrawals she said she hadn’t made. What happened Miss B said that on 29 August 2024, she went to a cash machine and tried to withdraw £500. The transaction was refused be... (5 pages)View decision -
Decision Reference DRN-5362579
7 Apr 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5362579 The complaint Mr and Mrs B complain that Bank of Scotland plc (‘BOS’) delayed adhering to the settlement set out in a previous final decision issued by an Ombudsman at this Service. Mr and Mrs B also complain that BOS rejected what they felt was an affordable solution for th... (7 pages)View decision -
Decision Reference DRN-5462150
7 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5462150 The complaint Q, a limited company, complains that Revolut Limited have unreasonable declined to refund them for their losses from a scam. They’d like these funds returned to them. What happened The background to this complaint is well known to both parties, and largely not... (5 pages)View decision -
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
