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-4996509
26 Sep 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4996509 The complaint Mr K complains that Capital One (Europe) plc failed to treat him fairly when he faced some difficulties making his contractual repayments on a credit card account. What happened Mr K holds a credit card account with Capital One. In February 2024 he reported thr... (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-3781148
31 Oct 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3781148 The complaint Ms B complains that Madison CF UK Limited (trading as 118 118 Money) applied a default to her loan account. What happened Ms B says 118 118 Money applied a default to her account even though she had a good repayment record, was almost at the end of her loan and he... (3 pages)View decision -
Decision Reference DRN-5369266
15 Apr 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5369266 The complaint Mr A is unhappy that PayPal UK Ltd defaulted his account. What happened Mr A had a credit account with PayPal with a credit limit of £600. On 3 January 2023, PayPal issued an account statement which showed Mr A’s account balance at the time of the last statemen... (5 pages)View decision -
Decision Reference DRN4963939
6 Mar 2020 The Co-operative Bank Plc Not upheldBanking and creditMiss S complains about the way that The Co-operative Bank Plc trading as Platform has dealt with her account whilst she has been in financial difficulties. Miss S wants Platform to agree a payment arrangement with her.backgroundMiss S took out an interest only mortgage with Platform in 200... (2 pages)View decision -
Decision Reference DRN-6129262
9 Feb 2026 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-6129262 The complaint Mr W says Specialist Motor Finance Limited (SMF) were unreasonable not to set up a further payment plan and provided poor service in relation to a finance agreement he has with them. What happened The detailed background to this complaint is well known to both... (3 pages)View decision -
Decision Reference DRN-4922761
13 Sep 2024 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4922761 The complaint Mrs S complains that Sainsburys Bank Plc reported a late payment marker on her credit file even though she made her payment within the timescale requested. What happened Mrs S contacted Sainsburys on 2 December 2023 and advised that she couldn’t meet her contra... (2 pages)View decision -
Decision Reference DRN-6109922
2 Feb 2026 Startline Motor Finance Limited Not upheldConsumer CreditDRN-6109922 The complaint Mrs C complains that Startline Motor Finance Limited (“Startline”) inappropriately reported a missed payment to the credit reference agencies, adversely affecting her credit file. What happened In January 2022, Mrs C was supplied with a car under a hire purchas... (3 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-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