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 360264 results
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Decision Reference DRN-4522500
2 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4522500 The complaint Mr D complains about the rate of interest on his accounts with Bank of Scotland plc trading as Halifax. He would like Halifax to pay him £5,000 of interest. What happened The details of this complaint are well known to both parties so I won’t repeat them again her... (2 pages)View decision -
Decision Reference DRN-4343454
2 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4343454 The complaint Mrs S complains that HSBC UK Bank Plc trading as first direct (“first direct”) held her responsible for a failed cash withdrawal. What happened Mrs S explained that she used an automated teller machine (ATM) to withdraw cash for her shopping. She said that she tri... (3 pages)View decision -
Decision Reference DRN-4540877
2 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4540877 The complaint Mr G complains that Monzo Bank Ltd (“Monzo”) failed to refund transactions he didn’t recognise. What happened Mr G noticed two unusual transactions on his Monzo account and notified Monzo about them. The two payments were identical and were made via Apple Pay (AP)... (3 pages)View decision -
Decision Reference DRN-3734903
2 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3734903 The complaint Mr R says National Westminster Bank Plc (“NatWest”), didn’t do enough to help when he fell victim to a an ‘authorised push payment’ (“APP”) cryptocurrency investment scam. He says NatWest should reimburse him for the money he lost. What happened As both parties ar... (7 pages)View decision -
Decision Reference DRN-4597553
2 Feb 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4597553 The complaint Mr A is unhappy Bank of Scotland plc, trading as Halifax (“Halifax”), won’t reimburse him for the outstanding money he lost as a result of paying a driving instructor for lessons. What happened The details of this case are well-known to both parties, so I don’t ne... (3 pages)View decision -
Decision Reference DRN-4566031
2 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4566031 The complaint Mr K complains that Barclays Bank UK PLC failed to refund transactions he didn’t recognise. What happened Mr K says he first noticed a problem with his account when he received an alert from Barclays concerning various payments made from his account to a crypto cu... (4 pages)View decision -
Decision Reference DRN-4489986
2 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4489986 The complaint Mr T complains NewDay Ltd reduced the limit on his credit card, but never told him why. What happened In June 2023 Mr T was contacted by NewDay and told by them they were reducing his credit limit. Mr T explained he was, unfortunately, going through some difficult... (2 pages)View decision -
Decision Reference DRN-4388253
2 Feb 2024 Western Union International Bank GmbH Not upheldBanking and PaymentsDRN-4388253 The complaint Mr L complains that Western Union International Bank GmbH delayed his international money transfer causing him expense, inconvenience and confusion. What happened Whilst abroad Mr L was robbed and needed to pay to tow his rental car as it was at risk of theft. He ... (3 pages)View decision -
Decision Reference DRN-4511149
2 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4511149 The complaint Mrs J and Mr S complain that the £500 compensation Lloyds Bank plc (Lloyds) has paid to cover the distress and inconvenience of sharing their account information with a third party isn’t sufficient. They would like this increased to £1,000 What happened The detail... (2 pages)View decision -
Decision Reference DRN-4490055
2 Feb 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4490055 The complaint Mr W says when he made a claim on his motor insurance policy Advantage Insurance Company Limited made the wrong decision about his liability for an accident. What happened Mr W wanted to turn right out of a car park. There was a queue of cars in the road directly ... (2 pages)View decision
