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-5610570
19 Jun 2025 Santander UK Plc UpheldMortgagesDRN-5610570 The complaint Mr and Mrs S complain that Santander UK PLC failed to comply with the terms of the Debt Respite Scheme (Breathing Space Moratorium and Mental Health Crisis Moratorium) (England and Wales) Regulations 2020 for the following reasons: 1. Santander didn’t apply to... (7 pages)View decision -
Decision Reference DRN-6012490
10 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6012490 The complaint Mr Y complains that National Westminster Bank Public Limited Company (NatWest) obtained a County Court Judgement (CCJ) against him while he should have been protected from such action under ‘breathing space’ rules. What happened Mr Y’s complaint relates to thr... (6 pages)View decision -
Decision Reference DRN-4202943
21 Jun 2023 Monzo Bank Ltd UpheldConsumer CreditDRN-4202943 The complaint Mr D complains that Monzo Bank Ltd gave him incorrect information about a breathing space arrangement, which he says he relied on to his detriment. What happened Mr D had a loan account with Monzo Bank. During 2022, it became difficult for him to maintain the mont... (3 pages)View decision -
Decision Reference DRN-5734521
12 Dec 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5734521 The complaint Mr K complains that Capital One (Europe) plc unfairly recorded adverse information against his credit file following a period of ‘breathing space’ applied to his credit card account. What happened Mr K holds a credit card account with Capital One. In early 202... (3 pages)View decision -
Decision Reference DRN-3843676
10 Jan 2023 Town & Country Legal Services LLP Not upheldConsumer CreditDRN-3843676 The complaint Mr P complains about the contact received from Town & Country Legal Services LLP (T&C) in relation to a debt it was seeking to collect. What happened Mr P had an account with another business (E) that instructed T&C to contact him to discuss repayment ... (3 pages)View decision -
Decision Reference DRN-5731744
4 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5731744 The complaint Mr M complains that Barclays Bank UK PLC trading as Barclaycard unfairly recorded a default against his credit card account. What happened Mr M held a credit card account with Barclaycard. In 2022, the account fell into arrears and no payments were made for sev... (4 pages)View decision -
Decision Reference DRN-5632316
17 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5632316 The complaint Mr M complains that Capital One (Europe) plc defaulted his credit card account while the account was in Debt Respite Scheme (DRS). What happened Mr M says he was made redundant from his job, which caused him financial difficulties. And as a result, he went int... (4 pages)View decision -
Decision Reference DRN-4574494
8 Apr 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4574494 The complaint Mr A complains that Capital One (Europe) plc acted unfairly by reporting adverse information about a credit card account he held with it when he experienced financial difficulties. What happened Mr A opened a credit card with Capital One in May 2019. Unfortunately... (2 pages)View decision -
Decision Reference DRN-4182881
4 Dec 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-4182881 The complaint Mr D complains that Nationwide Building Society wouldn’t stop charges and interest being added to his credit card account when he was out of work. What happened Mr D was made redundant in December 2022. In late January 2023 Mr D called Nationwide and told them of ... (2 pages)View decision -
Decision Reference DRN-4544460
24 Apr 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4544460 The complaint Mr B complains that Capital One (Europe) plc unfairly defaulted his credit card and recorded this on his credit file. He says he wasn’t notified of it, and it should be removed from his credit file. What happened Mr B was unable to make the minimum monthly payment... (3 pages)View decision