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-4276474
31 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4276474 The complaint Mr S complains that HSBC UK Bank Plc is refusing to refund him the amount he lost as the result of a scam. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened The background of this complain... (4 pages)View decision -
Decision Reference DRN-4592303
31 Jan 2024 Nottingham Building Society UpheldBanking and PaymentsDRN-4592303 The complaint Miss P complains that Nottingham Building Society (NBS) allowed her estranged husband to withdraw all of the money from their joint account. What happened Miss P says she and her husband were going through a divorce. They held a joint savings account with NBS whic... (2 pages)View decision -
Decision Reference DRN-4349304
31 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4349304 The complaint Miss K is unhappy National Westminster Bank Plc (NatWest) closed her account and withheld the money in it for a year, only to then release part of the money. What happened The facts of this case are well known to both parties so I will just summarise them here: I... (3 pages)View decision -
Decision Reference DRN-4524551
31 Jan 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4524551 The complaint Mr N complains Wise Payments Limited (“Wise”) has refused to refund him for transactions on his account he says he didn’t make. What happened Mr N says he was in a restaurant and asked to use Chip & PIN for a card payment. The next morning, he realised his wal... (2 pages)View decision -
Decision Reference DRN-4272539
31 Jan 2024 Phoenix Life Limited Not upheldInsuranceDRN-4272539 The complaint Mr and Mrs A complain about a reviewable whole of life policy they have with Phoenix Life Limited (Phoenix). They say they have been given misleading information about the amount of life cover it provides. And they have been told that the life cover has been reduc... (3 pages)View decision -
Decision Reference DRN-4294018
31 Jan 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4294018 The complaint Ms A complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Ms A is being represented by a third party. To keep things simple, I will refer to Ms A throughout my decision. What happened The background of this co... (3 pages)View decision -
Decision Reference DRN-4286914
31 Jan 2024 Interactive Investor Services Limited Not upheldInvestmentsDRN-4286914 The complaint Mr C complains that Interactive Investor Services Limited did not allow him to transfer unsettled funds between accounts when he reasonably expected to be able to do this. He says this prevented him from making planned trades at more favourable rates. To put thing... (5 pages)View decision -
Decision Reference DRN-4321602
31 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4321602 The complaint Mr Y complains about how HSBC UK Bank Plc dealt with his Direct Debit Guarantee (DDG) refund request. What happened Mr Y says he went to a HSBC branch with his son to cancel a direct debit for £50 which a business I will call “B” had incorrectly taken from his acc... (2 pages)View decision -
Decision Reference DRN-4436683
31 Jan 2024 Santander UK Plc Not upheldBanking and PaymentsThe complaint Mrs M complains that Santander UK Plc unfairly closed her accounts. Mrs M says this has caused her financial problems, upset, and impacted her ability to provide for her family. What happened The detailed background of this complaint is well known to both parties. So, I’ll on... (3 pages)View decision -
Decision Reference DRN-4463974
31 Jan 2024 The Co-operative Bank Plc UpheldBanking and PaymentsThe complaint Mr C complains that The Co-operative Bank Plc unfairly closed his account. Mr C says this caused him financial problems, upset, and impacted his mental well-being. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a b... (5 pages)View decision
