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-4722741
20 Sep 2024 PayPal UK Ltd Not upheldBanking and PaymentsDRN-4722741 The complaint Miss D complains that PayPal UK Ltd (PayPal) should have done more to help her as she was in financial difficulty. What happened In March 2016 Miss D applied for a credit card with PayPal. The credit card application was approved with a credit limit of £2,000. ... (3 pages)View decision -
Decision Reference DRN-4467857
6 Dec 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4467857 The complaint Miss B complains that National Westminster Bank Plc aren’t taking into account her personal circumstances regarding her borrowings with them. What happened Miss B says that during the pandemic she lost all of her income for over two years, and she has also been su... (3 pages)View decision -
Decision Reference DRN-5750485
12 Aug 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5750485 The complaint Mr M complains that Bank of Scotland plc trading as Halifax failed to treat him fairly when his mortgage was in arrears. He asks for clarity regarding Halifax’s intentions and a hold on recovery action to allow him time to sell the property. What happened Mr M’... (5 pages)View decision -
Decision Reference DRN-5520257
8 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5520257 The complaint Miss S complains that Capital One (Europe) plc irresponsibly lent to her, they defaulted her accounts, and they wouldn’t write off her outstanding balances. Miss S is represented by her mother in bringing this complaint. But for ease of reading, I’ll refer to a... (5 pages)View decision -
Decision Reference DRN-3371951
16 Mar 2022 Close Brothers Limited UpheldConsumer CreditDRN-3371951 The complaint Mr M complains Close Brothers Limited (Close Brothers) failed to support him during his time of financial difficulty as a result of the Covid-19 pandemic. What happened In December 2018, Mr M entered into a 36 month conditional sale agreement for a us... (5 pages)View decision -
Decision Reference DRN-2189612
30 Sep 2020 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2189612 The complaint Miss R complains that Bank of Scotland plc trading as Halifax unfairly registered a default on her credit file. What happened Miss R says she was ill in 2019 and unable to work which led to financial difficulties. She says she spoke to Halifax about this, but it r... (2 pages)View decision -
Decision Reference DRN-5807235
21 Nov 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5807235 The complaint Mr D complains that 118 118 Money lent irresponsibly when it approved his credit card application and later increased the credit limit. Mr D also complains that 118 118 Money failed to recognise his vulnerabilities and that it treated him unfairly when he strug... (4 pages)View decision -
Decision Reference DRN-3601278
20 Sep 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3601278 The complaint Mr P is unhappy with how Volkswagen Financial Services (UK) Limited (‘VWFS’) dealt with his request for assistance as a result of financial difficulties. What happened On 19 April 2017, Mr P was supplied with a used commercial vehicle through a hire purchase agree... (5 pages)View decision -
Decision Reference DRN-3447942
26 Apr 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3447942 The complaint Mr W complains about the service he received when he approached HSBC UK Bank Plc (“HSBC”) for support as a result of the Covid-19 pandemic. What happened Mr W had two loans and a credit card account with HSBC. In March 2020, his income was impacted by Covid-19 and... (4 pages)View decision -
Decision Reference DRN-4623431
26 Feb 2024 Sainsbury's Bank Plc UpheldConsumer CreditDRN-4623431 The complaint Mr F is unhappy that despite letting Sainsbury’s Bank Plc know he was entering into a Debt Management Plan (DMP), Sainsbury’s continued to harass him for loan payments. What happened I issued my provisional findings to both parties on 9 February 2024 setting out w... (5 pages)View decision