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 1466 results
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Decision Reference DRN-2853452
10 Jun 2021 MBNA Limited Not upheldBanking and PaymentsDRN-2853452 The complaint Mr B is unhappy that MBNA Limited defaulted his account. What happened Mr B fell into arrears on his MBNA credit. In June 2020, Mr B received a letter from MBNA advising that he had missed a payment towards his account and that the account was at risk of being def... (3 pages)View decision -
Decision Reference DRN-4086134
22 Jun 2023 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4086134 The complaint Mr M is unhappy that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) terminated the conditional sale agreement he had with them and refused to accept a payment plan for his arrears. What happened In August 2019 Mr M was supplied w... (3 pages)View decision -
Decision Reference DRN-1594073
2 Jun 2020 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-1594073 The complaintMiss H complains that Lloyds Bank PLC unfairly closed her account and registered a default on her credit file. What happenedMiss H says Lloyds acted unfairly by closing her student account whilst she was still a student. She accepts that she stopped using the accou... (3 pages)View decision -
Decision Reference DRN-3843808
13 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3843808 The complaint Ms G complains that HSBC UK Bank Plc (“HSBC”) acted unfairly by defaulting her account and recording this on her credit file. What happened Ms G held a credit card account with HSBC. In 2019, due to a change in her circumstances, it became difficult for her to mee... (4 pages)View decision -
Decision Reference DRN-4183364
25 Sep 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4183364 The complaint Mr M complains that Capital One (Europe) plc unfairly defaulted his account when he was maintaining his payments on a payment arrangement. What happened Mr M opened an account with Capital One in 2012. He has explained that he experienced financial difficulties in... (3 pages)View decision -
Decision Reference DRN3382495
28 Nov 2016 National Westminster Bank Plc UpheldBanking and creditMr J has complained National Westminster Bank Plc didn’t treat him positively and sympathetically when he was having difficulties keeping up his repayments. background Mr J had a current account and a credit card account with NatWest. He was having difficulty ma... (3 pages)View decision -
Decision Reference DRN-5097756
20 May 2025 MTF (NH) Limited UpheldMortgagesDRN-5097756 The complaint Mr K complains that MTF (NH) Limited did not treat him fairly when the term of his bridging loan came to an end. What happened On 28 March 2022, Mr K took out a short-term bridging loan with MTF. The loan was due to be repaid on 31 March 2023. When the loan was... (14 pages)View decision -
Decision Reference DRN-5775447
9 Oct 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5775447 The complaint Miss D complains about the way Toyota Financial Services (UK) PLC (‘TFS’) treated her when she fell into difficulties paying a hire purchase agreement. What happened The parties are familiar with the background details of this complaint – so I will briefly summ... (3 pages)View decision -
Decision Reference DRN5674193
29 Jul 2019 Tesco Personal Finance PLC Not upheldBanking and creditMr L complains about that Tesco Personal Finance PLC unfairly registered a default on his credit file and closed his account.backgroundMr L says he got into financial problems at the end on 2018 and contacted Tesco about his credit card debt. He says he agreed a four month plan with Tesco ... (2 pages)View decision -
Decision Reference DRN-4863960
20 Jun 2024 Home Retail Group Card Services Limited UpheldBanking and PaymentsDRN-4863960 The complaint Mr V complains about the service he received from Home Retail Group Card Services Limited, trading as Argos Financial Services (who I’ll call Argos) when he tried to set up a three month hold on his account. What happened In May and June 2023 Mr V contacted Argos ... (2 pages)View decision