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 179155 results
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Decision Reference DRN-5634017
19 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5634017 The complaint Mr and Mrs S have complained HSBC UK Bank plc haven’t given them sufficient compensation following a fraud incident. What happened Mr and Mrs S went into their HSBC branch in August 2024. They immediately realised £900 had been withdrawn from their joint saving... (2 pages)View decision -
Decision Reference DRN-6065029
19 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6065029 The complaint Miss H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”), has continued to apply overdraft charges to her account incorrectly. She has also raised a series of other concerns about NatWest’s actions, however, none of those is within my ... (2 pages)View decision -
Decision Reference DRN-5814303
19 Jan 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5814303 The complaint Mr K complains that Barclays Bank UK PLC, trading as Tesco Bank, misled him during his personal loan application. What happened Mr K applied for a personal loan with Tesco with a repayment term of 62 months. His application was accepted in principle, but when T... (2 pages)View decision -
Decision Reference DRN-5891192
19 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5891192 The complaint Mr F has complained that Monzo Bank Ltd won’t refund him for a transaction of £290 which he didn’t authorise. What happened In June Mr F disputed three card transactions made to a third party (who I’ll call B) which he said he’d not made to his bank, Monzo. The... (2 pages)View decision -
Decision Reference DRN-5781154
19 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5781154 The complaint Miss S complains that Bank of Scotland plc trading as Halifax (‘Halifax’) hasn’t reimbursed the money she’s lost to a scam. What happened Miss S says that she’s lost money to a scam. Halifax has closed her fraud claim due to a lack of information provided. Miss... (1 page)View decision -
Decision Reference DRN-6088063
19 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6088063 The complaint Mr and Mrs O have complained that a timeshare membership and a connected loan were mis-sold. What happened In August 2019, Mr and Mrs O purchased a timeshare membership – which I’ll call ‘Fractional Club’ membership – from a timeshare provider (the ‘Supplier’).... (2 pages)View decision -
Decision Reference DRN-5901802
19 Jan 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5901802 The complaint Mrs P complains that Volkswagen Financial Services (UK) Limited (‘VWFS’) irresponsibly granted her two hire purchase agreements she couldn’t afford to repay. What happened In January 2019, Mrs P acquired a new car financed by way of a hire purchase agreement f... (3 pages)View decision -
Decision Reference DRN-6031733
19 Jan 2026 Arval UK Limited UpheldConsumer CreditDRN-6031733 The complaint Mr B complains about the way in which Arval UK Limited administered his account when he asked to change his payment date. What happened In November 2023 Mr B entered into a hire agreement with Arval. The monthly payments under the agreement were £308.94. In Jul... (2 pages)View decision -
Decision Reference DRN-5730805
19 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5730805 The complaint Mr C has complained that Lloyds Bank PLC didn’t give him accurate information about his credit balance. What happened On 5 June 2025, Mr C made two payments to a third party merchant. However, a payment of £191.82 wasn’t debited from his account until 9 June 20... (2 pages)View decision -
Decision Reference DRN-5745453
19 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5745453 The complaint Mr F complains that The Royal Bank of Scotland Plc (RBS) won’t refund him money he says he lost in an investment scam. What happened The circumstances surrounding Mr F’s complaint are well known to the parties, so I haven’t set them out in detail here. Instead,... (3 pages)View decision