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 401363 results
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Decision Reference DRN-6197306
18 Mar 2026 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-6197306 The complaint Miss M complains about the quality of a used car she acquired through a hire purchase agreement with Volkswagen Financial Services (UK) Limited (VWFS). Miss M says that the car has been faulty since the time she acquired it, and she said that she wanted to reje... (4 pages)View decision -
Decision Reference DRN-6232247
18 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6232247 The complaint Miss B, in her capacity as a director, complains on behalf of a limited company ‘S’ that HSBC UK Bank Plc (as the recipient bank) didn’t do enough to prevent the loss it suffered when it was the victim of a ‘safe account’ scam. For ease of reading, I’ll mostly... (3 pages)View decision -
Decision Reference DRN-6212049
18 Mar 2026 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-6212049 The complaint Ms R complains Capquest Debt Recovery Limited trading as Erudio Student Loans haven’t treated her fairly regarding a deferment of her student loan in 2022. What happened Ms R has a student loan serviced by Erudio. The way the loan works is it can be deferred – ... (3 pages)View decision -
Decision Reference DRN-6157668
18 Mar 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6157668 The complaint Miss M is unhappy that the Royal Bank of Scotland Plc (RBS) no longer offer the account she wanted to open for her son. What happened In August 2025 Miss M contacted RBS as she was looking to open a trust account for her son. RBS explained that they no longer o... (2 pages)View decision -
Decision Reference DRN-6232235
18 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6232235 The complaint Mrs B, in her capacity as a director, complains on behalf of a limited company ‘K’ that HSBC UK Bank Plc (as the recipient bank) didn’t do enough to prevent the loss it suffered when it was the victim of a ‘safe account’ scam. Mrs B has been helped with her co... (3 pages)View decision -
Decision Reference DRN-6069256
18 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6069256 The complaint A company that I will refer to as B, complains that Barclays Bank UK PLC unfairly closed its account and took too long to release its closing balance. Mr B, a director of, brings the complaint on behalf of B. What happened The detailed background to this comp... (3 pages)View decision -
Decision Reference DRN-6232226
18 Mar 2026 ClearBank Limited Not upheldBanking and PaymentsDRN-6232226 The complaint Mrs B, in her capacity as a director, complains on behalf of a limited company ‘K’ that ClearBank Limited didn’t do enough to prevent the loss it suffered when it was the victim of a ‘safe account’ scam. Mrs B has been helped with her complaint by her daughter... (3 pages)View decision -
Decision Reference DRN-6152778
18 Mar 2026 Equifinance Limited UpheldMortgagesDRN-6152778 The complaint Miss W’s complaint is about a second charge mortgage she took with Equifinance Limited in 2020. She believes the mortgage was irresponsibly lent as it was not affordable. What happened In July 2020 Miss W applied for her mortgage with Equifinance following adv... (5 pages)View decision -
Decision Reference DRN-5865931
17 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5865931 The complaint Ms H complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) registered a fraud marker against her. What happened The details of this complaint are known to both parties, so I will not repeat them in full here. Instead, I will focus on the key poin... (2 pages)View decision -
Decision Reference DRN-6170483
17 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6170483 The complaint Mr M complains that National Westminster Bank Public Limited Company, trading as Ulster Bank, won’t refund the money he lost to a scam. What happened Mr M was looking was looking to buy a reduced-price gaming console for his child and he went onto a popular sh... (4 pages)View decision