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 1466 results
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Decision Reference DRN-6028848
17 Dec 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6028848 The complaint Mr A complains that Lloyds Bank PLC closed his bank accounts and requested the full overdraft repayment for a facility he felt he shouldn’t have been offered. He says Lloyds prevented Mr A from setting up a payment plan, and defaulted his account, impacting his... (6 pages)View decision -
Decision Reference DRN-2563529
9 Feb 2021 TSB Bank plc Not upheldBanking and PaymentsDRN-2563529 The complaint Mr L and Ms L complain that TSB Bank plc registered a default on their credit files. My provisional decision I issued my provisional decision in January 2021, setting out the background to the case and what I was minded to conclude. Please note I’ve spotted and co... (6 pages)View decision -
Decision Reference DRN-5632272
2 Jul 2025 Santander UK Plc UpheldMortgagesDRN-5632272 The complaint Mr J and Mrs F complain, through their representative, that Santander UK Plc unfairly and aggressively pursued them for repayment of their mortgage, when only part of it had become due to be repaid. They also feel Santander acted unfairly by not reducing their ... (7 pages)View decision -
Decision Reference DRN-3125824
25 Oct 2021 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3125824 The complaint Ms W is unhappy with how Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘VWFS’) treated her when she was experiencing financial difficulty. What happened In February 2017 Ms W acquired a new car. The car cost £28,306 and Ms W paid a... (7 pages)View decision -
Decision Reference DRN-3299692
7 Feb 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3299692 The complaint Mr M complains that a conditional sale agreement, provided by Moneybarn No.1 Limited in order for him to acquire a used car, was unaffordable. He also says the interest rate charged on the credit amount was increased after he’d entered into the agreem... (7 pages)View decision -
Decision Reference DRN-5925278
9 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5925278 Complaint Miss A has complained about the overdraft charges Barclays Bank UK PLC (“Barclays”) applied to her current account. She’s effectively said the charges applied to her account were unfair as she shouldn’t have been given the overdraft in the first place and this caus... (7 pages)View decision -
Decision Reference DRN-2927718
17 Aug 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2927718 Complaint Mr C has complained about the overdraft on his HSBC UK Bank Plc (“HSBC”) bank account. He believes the charges for using the facility were disproportionate and damaging to his financial solvency and mental health. In his own words he’s said “over the past six years I ... (17 pages)View decision -
Decision Reference DRN-5199998
11 Dec 2024 IG Markets Limited Not upheldInvestmentsDRN-5199998 The complaint Mr C complains that IG Markets Limited is responsible for the financial losses he suffered operating his Contracts for Differences (CFD) trading account. He says that IG Markets Limited failed in its duty of care to him, given his vulnerabilities and incorrectl... (9 pages)View decision -
Decision Reference DRN-6024035
16 Dec 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-6024035 The complaint Mr G complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat” irresponsibly lent to him. What happened MoneyBoat provided Mr G with a short-term loan for £800 in January 2025, with a total amount repayable of £1,519.08 over 175 da... (7 pages)View decision -
Decision Reference DRN-5927564
6 Nov 2025 The Royal Bank of Scotland Plc UpheldMortgagesDRN-5927564 The complaint Mr S and Miss P complain about how The Royal Bank of Scotland Plc, trading as The One Account, has treated them since it agreed to extend their mortgage term in 2022. They say RBS unfairly instructed solicitors and put pressure on them to pay more, despite them... (7 pages)View decision