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-4064662
14 Sep 2023 Barclays Bank UK PLC Not upheldConsumer CreditDRN-4064662 The complaint Mr A complains that Barclays Bank UK PLC (“Barclays”) chased him for payment, continued to apply interest to his loan and defaulted his account during a period of breathing space. What happened Mr A had a loan account with Barclays, which fell into arrears. He say... (3 pages)View decision -
Decision Reference DRN-5385483
2 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5385483 The complaint Miss L complains that Santander UK Plc defaulted her account whilst she was in breathing space. What happened Miss L holds a credit card with Santander. In January 2024 Miss L was unwell and had to take time off work. She was unable to make /payments to the car... (4 pages)View decision -
Decision Reference DRN-4800471
17 May 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4800471 The complaint Miss B complains that American Express Services Europe Limited (AESEL) mis-handled her credit card account, and unfairly closed it, after she fell into financial difficulty. What happened Unfortunately, Miss B fell into financial difficulty and her account went in... (4 pages)View decision -
Decision Reference DRN-5680295
9 Jul 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5680295 The complaint Mr C’s complaint is about a joint mortgage he has with Clydesdale Bank Plc trading as Virgin Money. He is unhappy that despite a breathing space being applied to the mortgage, he received a letter about a court date, which had a detrimental effect on his alread... (4 pages)View decision -
Decision Reference DRN-5926713
7 Nov 2025 Granite Finance Ltd UpheldConsumer CreditDRN-5926713 The complaint Mr B is unhappy with how Granite Finance Ltd handled his fixed sum loan agreement account when he entered breathing space, and its decision to cancel a car insurance policy the agreement funded. What happened Around August 2023 Mr B took a fixed sum loan agree... (9 pages)View decision -
Decision Reference DRN-5807771
27 Oct 2025 Landmark Mortgages Limited Not upheldMortgagesDRN-5807771 The complaint Mr V complains about how Landmark Mortgages Limited dealt with him when he entered into the Government backed “breathing space” scheme in October 2024. What happened Mr V took a mortgage with NRAM in 2006. Over the years, Mr V hasn’t always managed to maintain ... (3 pages)View decision -
Decision Reference DRN-5988714
17 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5988714 The complaint Mr S is unhappy that American Express Services Europe Limited (“AmEx”) defaulted his account and transferred the account debt to a third-party debt recovery agency (“DRA”). What happened Mr S had an AmEx account that had fallen into arrears. Mr S successfully a... (3 pages)View decision -
Decision Reference DRN-5827985
18 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5827985 The complaint Ms M complains Capital One (Europe) plc unfairly defaulted her credit card account and reported this to the credit reference agencies. What happened In March 2023, Ms M opened a credit card account with Capital One. Following a family bereavement, Ms M’s circu... (4 pages)View decision -
Decision Reference DRN-3339519
24 May 2022 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-3339519 The complaint Ms K is unhappy that Home Retail Card Services Limited passed her account to a third-party debt collection company despite her being enrolled onto a Government sponsored ‘breathing space’ agreement. What happened Ms K encountered some difficult personal and financ... (2 pages)View decision -
Decision Reference DRN-5174632
30 Dec 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5174632 The complaint Mr T complains about marks added to his credit file by Capital One (Europe) plc (CapOne). What happened Mr T has a credit card from CapOne. In 2023, he had a limit of £200. The minimum monthly payments were around £7.70. Mr T had a number of illnesses and was t... (4 pages)View decision
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