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 DRN0778340
16 Oct 2015 Barclays Bank Plc Not upheldBanking and creditMiss J is unhappy that Barclays Bank Plc didn’t help her when she told it she was having money problems and was very vulnerable.backgroundMiss J has a credit card account with Barclays. She faced personal problems that affected her finances and made her very upset an... (2 pages)View decision -
Decision Reference DRN-3804544
16 Jan 2023 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-3804544 The complaint Mr U is unhappy Sainsbury's Bank Plc defaulted his loan account. What happened Mr U took out a £20,000 loan with a 60-month term in November 2017. The monthly repayment was £413.55. He paid by direct debit until April 2018. He then missed payments, or made pa... (2 pages)View decision -
Decision Reference DRN8965994
2 Nov 2018 Virgin Money plc Not upheldBanking and creditMr F complains about Virgin Money plc (“Virgin”) regarding a repayment plan agreed after he lost his job. He wants the business to remove all references to arrears from his credit file, to reopen the account and to reinstate his repayment plan at a lower amount. backgro... (2 pages)View decision -
Decision Reference DRN6920325
25 Jan 2017 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr G has complained Volkswagen Financial Services (UK) Limited, trading as Volkswagen Finance, didn’t given him a breathing period to decide what to do about buying his car at the end of his finance agreement. He was concerned about the impact of having a car fitted... (2 pages)View decision -
Decision Reference DRN-5576066
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5576066 The complaint Mr N complains that Monzo Bank Ltd defaulted his account incorrectly. What happened My provisional decision of 15 July 2025 set out the background to this complaint: “Monzo decided to close Mr N’s current account and notified him it would be closed in October 2... (4 pages)View decision -
Decision Reference DRN2192974
24 May 2017 Clydesdale Financial Services Limited Not upheldBanking and creditMr P complains about the way Clydesdale Financial Services Limited, trading as Barclays Partner Finance (“BPF”), has handled the arrears on his account. He says it tried to possess his car without notice. He says he now wants the agreement cancelled and all payments refun... (2 pages)View decision -
Decision Reference DRN-4694118
23 Aug 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4694118 The complaint Mr R complains about the customer service he received from National Westminster Bank Plc (“NatWest”) regarding his credit card account while he was in financial difficulty. What happened The details of this complaint are well known to both parties, so I won’t r... (2 pages)View decision -
Decision Reference DRN-5677261
17 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5677261 The complaint Mr R complains that HSBC UK Bank Plc (‘HSBC’) allowed several transactions to go through on his current account which took him into an unarranged overdraft. What happened Mr R opened a current account with HSBC in September 2021. On 12 June 2024, a number of t... (4 pages)View decision -
Decision Reference DRN0653345
28 Dec 2016 The Royal Bank of Scotland Plc Not upheldBanking and creditE, a limited company, complains that The Royal Bank of Scotland Plc was premature in moving its bank accounts to the recovery department and then closing them.backgroundE had a current account and a business loan with RBS. The income to the current account reduced ... (2 pages)View decision -
Decision Reference DRN-3021589
31 Aug 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3021589 Complaint Miss M has complained about Bank of Scotland Plc’s (“BOS”) decision to withdraw her overdraft. She doesn’t think that BOS should have removed the facility. Background Miss M also complained about matters relating to her mortgage. But another ombudsman has looked at th... (2 pages)View decision