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 342791 results
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Decision Reference DRN-4890238
4 Jul 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4890238 The complaint Mr R is unhappy that HSBC UK Bank Plc, trading as first direct, have been unable to recover £3,000 that he mistakenly paid to an incorrect recipient, and with the service he’s received from HSBC surrounding this. What happened Mr R mistakenly paid £3,000 from his ... (3 pages)View decision -
Decision Reference DRN-4714918
4 Jul 2024 Principality Building Society UpheldMortgagesDRN-4714918 The complaint Mrs D complains that Principality Building Society (Principality) will not send its correspondence in large print unless she contacts it each time by telephone. She considers Principality to have breached the Equality Act 2010. What happened Mrs D contacted Princi... (4 pages)View decision -
Decision Reference DRN-4795695
4 Jul 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4795695 The complaint Mr H complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) blocked his account without telling him and left him without access to his account. What happened On 29 June 2020 Mr H took out a Virgin Money credit card. On 28 October 2023 Mr H attempted... (3 pages)View decision -
Decision Reference DRN-4890394
4 Jul 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4890394 The complaint Mr F complains about various aspects of service provided by American Express Services Europe Limited (Amex). What happened Mr F has an Amex credit card. In September 2023, he had a limit of £600. The statement dated 28 September 2023 had a balance of £302.02, due ... (4 pages)View decision -
Decision Reference DRN-4873095
4 Jul 2024 Topaz Finance Limited UpheldMortgagesDRN-4873095 The complaint Mr H complains that Topaz Finance Limited trading as Heliodor Mortgages (Heliodor) gave him advice when not permitted to do so and didn’t adhere to the legal requirements for providing information under a data subject access request (DSAR). He also complains about... (5 pages)View decision -
Decision Reference DRN-4790361
4 Jul 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4790361 The complaint Miss G complains that Lloyds Bank PLC (“Lloyds”) failed to notice that she was in financial difficulty or treat her with forbearance in relation to her overdraft. What happened Miss G holds an account with Lloyds which has an agreed overdraft facility. The account... (3 pages)View decision -
Decision Reference DRN-4890162
4 Jul 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4890162 The complaint Mr C complains that TSB Bank plc could not resolve a technical error which prevented payments, and they provided him with poor customer service. What happened Mr C says there were a number of issues which he’s had with TSB. He had tried to make deposits with other... (3 pages)View decision -
Decision Reference DRN-4604014
4 Jul 2024 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-4604014 The complaint M’s complaint relates to three buy-to-let mortgages it has with The Mortgage Works (UK) Plc (TMW). M is dissatisfied about TMW’s decision that the business relationship should end, which has resulted in TMW confirming that it would not consider any further applica... (2 pages)View decision -
Decision Reference DRN-4890106
4 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4890106 The complaint Mr A has complained that Barclays Bank UK PLC (“Barclays”) decided to close his accounts. Mr A says this was done suddenly and without any warning, which caused him a great deal of inconvenience and embarrassment as he had a number of large payments he needed to m... (5 pages)View decision -
Decision Reference DRN-4681082
4 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4681082 The complaint Mrs and Mr F complain that Barclays Bank UK PLC hasn’t refunded them after they reported falling victim to a scam. What happened In January 2020 Mrs and Mr F invested £40,000 with an unregulated company which I’ll refer to as J. A friend of theirs had already been... (2 pages)View decision