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-4060374
30 Jun 2023 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4060374 The complaint Mr T has complained that Sainsbury’s Bank Plc has incorrectly recorded a default on his credit file. What happened Mr T has said he discovered that there had been a default recorded on his credit file in January 2023 in a meeting with his mortgage advisor. Mr T sa... (3 pages)View decision -
Decision Reference DRN-3822067
23 Nov 2022 Lloyds Bank PLC UpheldConsumer CreditDRN-3822067 The complaint Mr S complains that Lloyds Bank PLC irresponsibly lent to him. What happened Mr S originally took out a loan with Lloyds in February 2015, for £8,500 with repayments of £323.32 a month over a 38 month term. In June 2015, he says he contacted Lloyds for advice and ... (5 pages)View decision -
Decision Reference DRN0901721
29 Oct 2019 MBNA Limited Not upheldBanking and creditMrs R complains MBNA Limited gave her incorrect advice regarding her payments when she enquired about lower interest rates, leading to her account defaulting.backgroundMrs R has had two credit cards with MBNA for a number of years. She said that while she is able to make payments to pay of... (5 pages)View decision -
Decision Reference DRN-3655002
19 Aug 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3655002 The complaint Mr F complains that Capital One (Europe) plc (CapOne) marked his credit file with late payment markers. What happened Mr F had a credit card from CapOne. His income was affected by the pandemic and he asked CapOne for a payment holiday (PH) under the FCA’s support... (5 pages)View decision -
Decision Reference DRN-4404321
18 Dec 2023 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4404321 The complaint Mr W complains that American Express Services Europe Limited (AESEL) passed his account to a collections agency and registered a default on his credit file. What happened Mr W opened an account with AESEL in May 2021. The account he opened was a charge card which ... (3 pages)View decision -
Decision Reference DRN-4725044
5 Sep 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4725044 The complaint Mr A complains about how Capital One (Europe) plc (“Capital One”) treated him while facing financial difficulties, ultimately resulting Capital One defaulting his credit card account. What happened In May and June 2023, Mr A began to miss payments on his Capi... (3 pages)View decision -
Decision Reference DRN-3414187
30 Nov 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3414187 The complaint Mr S complains that Volkswagen Financial Services (UK) Limited trading as Seat Financial Services (VWFS) terminated his hire purchase agreement unfairly. What happened Mr S entered a hire purchase agreement for a new car in November 2019. The agreement was financ... (5 pages)View decision -
Decision Reference DRN-3286055
26 May 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3286055 The complaint Mr G complains that Barclays Bank UK PLC trading as Barclaycard (Barclaycard didn’t support him. What happened Mr G had two credit cards from Barclaycard. The history of them is set out below: Card Limit/Balance: March 2020 Limit Reduction Payment Holiday Breathin... (4 pages)View decision -
Decision Reference DRN-4519672
20 Aug 2024 Black Horse Limited Not upheldConsumer CreditDRN-4519672 The complaint Mrs C complains that Black Horse Limited, trading as Land Rover Financial Services (“Black Horse”) were unreasonable to terminate her finance agreement and repossess the car it financed. What happened In January 2022 Mrs C took receipt of a used car. She financ... (2 pages)View decision -
Decision Reference DRN-5097443
3 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5097443 The complaint Mrs T complains that Barclays Bank UK PLC trading as Barclaycard have irresponsibly lent to her. Mrs T is represented by her husband in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments he has made as being made by Mrs ... (3 pages)View decision