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-5319213
5 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5319213 The complaint Mr B complains HSBC UK Bank Plc unfairly blocked his account and placed his account into overdraft. What happened Mr B raised chargeback claims in early 2023. These claims were declined, and Mr B raised a formal complaint with HSBC about its handling of the cl... (4 pages)View decision -
Decision Reference DRN-4365790
23 Oct 2023 Preferred Mortgages Limited Not upheldMortgagesDRN-4365790 The complaint Mr and Mrs M’s complaint is about a mortgage they have with Preferred Mortgages Limited. They are unhappy with the recent increases in the interest rate they have been paying and have questioned why it has gone up in line with Bank of England Base Rate (BEBR) incr... (4 pages)View decision -
Decision Reference DRN-5729842
2 Sep 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5729842 The complaint Mrs M complains that ACI UK Limited (ACI) have been harassing her in pursuit of a debt they haven’t proven she owes to them. What happened Mrs M’s complaint centres around a loan that was taken out with a business I’ll refer to as G. Due to non-payment the acc... (5 pages)View decision -
Decision Reference DRN-5521992
30 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5521992 The complaint Mr and Mrs O complain that Barclays Bank UK PLC didn’t offer them support and flexibility with their commercial mortgage. What happened In 2012 Mr and Mrs O took out a commercial mortgage with Barclays. They used the funds towards the purchase of a business pro... (4 pages)View decision -
Decision Reference DRN-3350520
26 Jul 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3350520 The complaint Mr T complains about the support he has received from Volkswagen Financial Services (UK) Limited (“VWFS”) in relation to a finance agreement he has with it. What happened In June 2019 Mr T entered into a hire purchase agreement with VWFS for a used car. Mr T compl... (4 pages)View decision -
Decision Reference DRN-3163231
27 May 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3163231 The complaint Mr A is unhappy that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“VWFS”) reported adverse information to credit reference agencies (“CRA’s”) about his hire agreement. He said this resulted in a declined mortgage application. What... (4 pages)View decision -
Decision Reference DRN-5458471
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5458471 The complaint Ms B has complained that Monzo Bank Ltd (Monzo) are holding her liable for a loan that she did not take out and disputes authorising the payments from her account. What happened Ms B said she fell victim to a scam after expressing an interest in an investment ... (4 pages)View decision -
Decision Reference DRN-3207615
21 Jan 2022 TFS Loans Limited UpheldConsumer CreditDRN-3207615 The complaint Miss S complains about a loan given to her by TFS Loans Limited. What happened In April 2014, Miss S applied for a loan of £8,000 with TFS to consolidate some other debts. TFS was only prepared to lend her £5,000 to be repaid in 60 monthly instalments of £193.19 w... (4 pages)View decision -
Decision Reference DRN-2704004
23 Mar 2021 Bank of Scotland Plc Not upheldMortgagesDRN-2704004 The complaint Mr D and Ms T complain that Bank of Scotland plc trading as Halifax hasn’t treated them fairly when they experienced financial difficulty with their mortgage. What happened Mr D and Ms T have a mortgage with Halifax. Unfortunately, due to a serious car accident, M... (5 pages)View decision -
Decision Reference DRN-3136590
20 May 2022 Close Brothers Limited UpheldConsumer CreditDRN-3136590 The complaint Mr W has complained that Close Brothers Limited trading as Close Brothers Motor Finance treated him unfairly after he’d taken out a payment deferral. What happened Mr W acquired a used car under a conditional sale agreement with Close Brothers in November 2019. Th... (4 pages)View decision