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 179851 results
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Decision Reference DRN-5837487
6 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5837487 The complaint Mrs G and Mr G complain that Barclays Bank UK PLC are holding them responsible for a payment they say they didn’t make or allow anyone else to make. Mr G has been the main complainant here, so I’ll only refer to him in the decision. What happened The backgrou... (3 pages)View decision -
Decision Reference DRN-6029223
6 Feb 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-6029223 The complaint Mr H complains about additional interest charges he was asked to pay when settling his finance agreement with Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (who I’ll call ‘SFS’). What happened Mr H took out a hire purchase agree... (2 pages)View decision -
Decision Reference DRN-5867800
6 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5867800 The complaint Mr F complains that Wise Payments Limited trading as Wise unfairly refuses to refund him money he lost in a holiday rental scam. What happened The circumstances surrounding this complaint are well known to both parties, so I won’t repeat them in detail here. In... (3 pages)View decision -
Decision Reference DRN-5886320
6 Feb 2026 Black Horse Limited Not upheldConsumer CreditDRN-5886320 The complaint Mr N complains that a vehicle he acquired through a hire purchase agreement financed by Black Horse Limited (BH) was misrepresented to him. What happened In November 2024 Mr N acquired a used car through a hire purchase agreement. The car was around three year... (3 pages)View decision -
Decision Reference DRN-6097948
6 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6097948 The complaint Mr N complains that Santander UK Plc has behaved unreasonably as it has given notice that it intends to change his business current account to one which charges a monthly fee, when the original account was taken out with the promise of ‘free banking forever’. ... (4 pages)View decision -
Decision Reference DRN-6134747
6 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6134747 The complaint L complains that Barclays Bank UK PLC won’t refund the full amount of money it lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both... (3 pages)View decision -
Decision Reference DRN-6135070
6 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6135070 The complaint Mr and Mrs B hold an account with HSBC Bank UK Plc (HSBC). They made a payment from this account to buy an investment they now believe to have been the subject of an Authorised Push Payment scam (APP Scam). At the relevant time, HSBC was a signatory of a volun... (11 pages)View decision -
Decision Reference DRN-5949258
6 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5949258 The complaint Mrs and Mr S are unhappy with the amount of interest NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) are charging on their arranged overdraft. What happened Mrs and Mr S took out the joint current account with NatWest in 1996. In 2019 they applie... (3 pages)View decision -
Decision Reference DRN-6135020
6 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6135020 The complaint Mr P complains that NewDay Ltd, trading as Fluid Credit Card, provided credit to him irresponsibly. What happened In December 2020, Mr P successfully applied to NewDay for a credit card which was issued to him with an initial credit limit of £1,200. NewDay the... (6 pages)View decision -
Decision Reference DRN-6135793
6 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6135793 The complaint Z is a limited company and holds an account with HSBC Bank UK Plc (HSBC). Z’s director made a payment from this account to buy an investment on behalf of Z which Z now believes to have been the subject of an Authorised Push Payment scam (APP Scam). At the rele... (11 pages)View decision