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 1473 results
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Decision Reference DRN-4099443
25 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4099443 The complaint Miss M complains that HSBC UK Bank Plc (“HSBC”) provided a third party organisation with misleading information surrounding a debt she owed. This resulted in Miss M feeling anxious that she had debts she didn’t know about. What happened Miss M was working with a t... (3 pages)View decision -
Decision Reference DRN-4810090
13 Aug 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4810090 The complaint Miss K is unhappy with several aspects of the service she’s received from Bank of Scotland plc, trading as Halifax. What happened Miss K has a credit card with Halifax. Unfortunately, in recent years, Miss K has experienced several traumatic life events which h... (4 pages)View decision -
Decision Reference DRN-5956937
20 Jan 2026 Barclays Bank UK PLC UpheldMortgagesDRN-5956937 The complaint Mr A complains Barclays Bank UK PLC has not provided the support it promised in a phone call in November 2024 and that it contacted him a number of times when he was in the Breathing Space scheme. What happened In 2014, Mr A took out his mortgage with Barclays ... (4 pages)View decision -
Decision Reference DRN-2935082
25 Oct 2021 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-2935082 The complaint Mr H is unhappy with the way Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (VWFS) treated him during his time of financial difficulty as a result of the Covid-19 pandemic. What happened In April 2019, Mr H entered into a 48... (4 pages)View decision -
Decision Reference DRN-2537211
12 Feb 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2537211 The complaint Mr M complains that Lloyds Bank PLC treated him unfairly after he called to discuss his credit card account. What happened Mr M took out a new loan with Lloyds in January 2020. The loan was intended to repay Mr M’s existing loan and consolidate two credit card deb... (2 pages)View decision -
Decision Reference DRN-4141553
14 Sep 2023 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4141553 The complaint Miss D complains about how Moneybarn No 1 Limited handled the termination of her conditional sale agreement. What happened In February 2021 Miss D was supplied with a car and entered into a conditional sale agreement with Moneybarn. Miss D experienced difficulties... (2 pages)View decision -
Decision Reference DRN-3429487
10 Jun 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3429487 The complaint Mr M complains that Volkswagen Financial Services (UK) Limited trading as Seat Financial Services (VWFS) didn’t provide him with reasonable options when he contacted it following a change in his financial circumstances. What happened Mr M entered a 36 month hire a... (2 pages)View decision -
Decision Reference DRN6332906
8 Oct 2019 TSB Bank plc Not upheldBanking and creditMr and Mrs P are unhappy with TSB Bank plc’s handling of their accounts. They say TSB failed to cancel a direct debit to Mr P’s credit card account, didn’t help them when they were in financial difficulty, and its communication was poor – resulting in charges and needless trips to a branch... (3 pages)View decision -
Decision Reference DRN-5814973
17 Sep 2025 The Mortgage Business Plc Not upheldMortgagesDRN-5814973 The complaint Mr A’s complaint relates to a mortgage with The Mortgage Business Plc (TMB). He has raised several issues about the sale and administration of the mortgage, and the subsequent legal action TMB took: • TMB sold him an unregulated mortgage. • Concerns about the s... (4 pages)View decision -
Decision Reference DRN7995782
27 Jul 2018 HSBC Bank plc Not upheldBanking and creditMr P complains that HSBC Bank Plc keeps sending him threatening letters and it kept his bank card when he tried to use it in a cash machine.backgroundMr P has three accounts with HSBC. He started experiencing financial difficulties so arrears began building up on the... (2 pages)View decision