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 DRN9066357
22 Dec 2017 Barclays Bank Plc Not upheldBanking and creditMrs G’s unhappy with the way she’s been treated by Barclays Bank Plc (Barclaycard).backgroundMrs G had two credit cards with Barclaycard – one is now closed and the other is still in use, although its credit limit has been reduced. Mrs G says Barclaycard agreed to ... (3 pages)View decision -
Decision Reference DRN-5895966
5 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5895966 The complaint Mrs B complains Barclays Bank UK PLC trading as Barclaycard unfairly terminated her credit card and reported a default on her credit file. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. In sum... (3 pages)View decision -
Decision Reference DRN-6114428
29 Jan 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6114428 The complaint Mr T is unhappy that American Express Services Europe Limited (“AmEx”) defaulted his account without first issuing him a valid default notice. What happened In June 2021, Mr T experienced financial difficulty and fell into arrears on his AmEx account. Mr T eng... (4 pages)View decision -
Decision Reference DRN-3297086
16 Mar 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3297086 The complaint Mrs L complained that HSBC UK Bank Plc incorrectly recorded missed payments on her credit file resulting in the decline of a mortgage application. What happened Mrs L has a loan with HSBC. In or around March 2020, she told them her income had been negatively impac... (3 pages)View decision -
Decision Reference DRN-5739894
12 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5739894 The complaint Mr M complains that Capital One (Europe) plc (‘Capital One’) didn’t support him appropriately when he was in financial difficulty and defaulted his credit card account unfairly. Mr M wants to bring his account up to date and have the default removed. What happe... (3 pages)View decision -
Decision Reference DRN-3887798
25 Jan 2023 Crosslight Advice Not upheldConsumer CreditDRN-3887798 The complaint Mr M complains about the way Crosslight Advice handled an appointment for debt advice. What happened Last year, Mr M arranged an appointment with Crosslight for debt advice. Mr M’s told us the advisor didn’t introduce themselves at the start of the call. Mr M comp... (2 pages)View decision -
Decision Reference DRN-5748874
12 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5748874 The complaint Miss E is unhappy with how HSBC UK Bank Plc have reported her overdraft to the credit reference agencies (CRA) and said there were problems setting up a payment plan. What happened I issued my provisional findings to both parties setting out why I thought Miss... (5 pages)View decision -
Decision Reference DRN-4413948
10 Nov 2023 Madison CF UK Limited Not upheldConsumer CreditThe complaint Mr O complains that Madison CF UK Limited, trading as 118 118 Money (‘118 118 Money’), irresponsibly granted him a loan he couldn’t afford to repay. What happened In January 2022 Mr O entered into a fixed sum loan agreement with 118 118 Money to borrow £2,000, repayable in 12... (2 pages)View decision -
Decision Reference DRN6346869
23 Jun 2017 Barclays Bank Plc Not upheldBanking and creditMr D complains about Barclays Bank Plc (t/a Barclaycard). He says after he told it of his financial difficulties it promised to put a hold on charges on his account. He says he’s now been given more than £300 in extra charges. And he says his credit file has bee... (3 pages)View decision -
Decision Reference DRN-4808307
2 Oct 2024 Quidie Limited UpheldConsumer CreditDRN-4808307 The complaint Miss S has claimed that Quidie Limited trading as Fernovo (“Quidie”) failed to treat her with forbearance when she contacted it in 2023 to let it know she was medically and financially vulnerable. Background Miss S took out a loan with Quidie in June 2023. Shor... (3 pages)View decision