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-4527043
13 Feb 2024 Topaz Finance Limited Not upheldMortgagesDRN-4527043 The complaint Mr S complains that Topaz Finance Limited trading as Heliodor Mortgages has not: Set the interest rate on his mortgage fairly. Treated him fairly when he was in financial difficulty. What happened In 2005, Mr S took out a mortgage with Northern Rock. He borrowed... (6 pages)View decision -
Decision Reference DRN-2856322
21 Jun 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2856322 The complaint Mr P is unhappy that Bank of Scotland plc, trading as Halifax, defaulted his account and didn’t contact him before doing so. What happened Mr P had a Halifax current account that was overdrawn. Mr P contacted Halifax to arrange repayment of the overdrawn amount bu... (2 pages)View decision -
Decision Reference DRN-1464789
22 May 2020 MBNA Limited Not upheldBanking and PaymentsDRN-1464789 The complaintMr R complains that MBNA Limited blocked the use of his credit card accounts.What happenedMr R told MBNA he was in financial difficulties in February 2019 and would struggle to make his monthly credit card repayment. He says he was given breathing space to make the... (2 pages)View decision -
Decision Reference DRN-2857518
16 Jul 2021 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-2857518 The complaint Miss W complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS) didn’t treat her fairly when she experienced financial difficulties after losing her job due to the coronavirus (Covid-19) pandemic. What happened In Januar... (5 pages)View decision -
Decision Reference DRN-4485098
6 Mar 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4485098 The complaint Miss C complains that Zopa Bank Limited applied interest to her account despite having been informed that she was in a debt management plan. What happened Miss C opened a credit card account with Zopa in March 2022. In April 2023 Miss C entered into a debt managem... (2 pages)View decision -
Decision Reference DRN5155242
13 Mar 2019 Santander UK Plc Not upheldBanking and creditMiss A complains that Santander UK Plc unfairly applied a default to her current account. backgroundMiss A opened a student account with Santander in 2013 which was later changed to a graduate account. Miss A had an overdraft facility on the account. Santander says ... (2 pages)View decision -
Decision Reference DRN-4216940
11 Jul 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4216940 The complaint Mr L complains that Capital One (Europe) plc has refused to write off his debt and has not fairly considered that request. What happened Mr L says he asked Capital One to write off his credit card account debt. He says he has a number of health issues which mean h... (2 pages)View decision -
Decision Reference DRN-4322228
22 Jan 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4322228 The complaint Miss C is unhappy because Capital One (Europe) plc hasn’t agreed to remove the default marker it placed on her credit file in relation to her credit card account. What happened Miss C opened a credit card account with Capital One in 2014. In 2022 Miss C fell behin... (2 pages)View decision -
Decision Reference DRN-3419103
29 Jul 2022 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-3419103 The complaint Mr K is unhappy that Capital One (Europe) plc defaulted the credit card account he holds with them. In particular, he says that he had done all he could to set up a repayment plan. What happened Mr K says that his credit card account with Capital One fell into arr... (2 pages)View decision -
Decision Reference DRN-5038873
24 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5038873 The complaint Miss L complains Monzo Bank Ltd hasn’t treated her fairly in relation to a loan she was tricked into taking out during a scam. What happened Miss L has accounts with a number of businesses, including an account with a business who I’ll refer to as “R” throughou... (3 pages)View decision