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-4895363
14 Aug 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4895363 The complaint Mr K complains about the mismanagement of his credit card account with Capital One (Europe) plc. He also complains about the way his complaint was handled. What happened Mr K opened a credit card account with Capital One in January 2022. In March 2022 Mr K advi... (4 pages)View decision -
Decision Reference DRN8375546
31 Jan 2020 Lloyds Bank PLC Not upheldBanking and creditMiss B complains that Lloyds Bank PLC unfairly registered a default on her credit file and did not help her with financial difficulties. She also complains about problems using online banking.backgroundMiss B says she didn’t receive any help from Lloyds with her overdrafts and says the cha... (2 pages)View decision -
Decision Reference DRN-2556180
1 Mar 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2556180 The complaint Mrs M is unhappy with how HSBC UK Bank Plc responded when she informed them that she was experiencing financial difficulties. What happened Mrs M has a credit card with HSBC. In June 2019 Mrs M contacted HSBC and explained that she was experiencing financial diffi... (4 pages)View decision -
Decision Reference DRN-4823731
2 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4823731 The complaint Mrs W complains that HSBC UK Bank Plc acted unfairly in closing and defaulting a credit card account she held with it. What happened Mrs W held a credit card account with HSBC but due to changes to her circumstances she struggled to make payments to her account... (3 pages)View decision -
Decision Reference DRN-5099192
28 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5099192 The complaint Miss B complains that Lloyds Bank PLC unfairly closed her accounts and registered a default on her credti file. She is also unhappy with the service she received when she visited a branch and complains that Lloyds didn’t help her with her financial difficulties... (5 pages)View decision -
Decision Reference DRN6361178
10 Apr 2018 HSBC Bank plc Not upheldBanking and creditMr N complains that HSBC Bank Plc will not agree a long term repayment plan for his business borrowing.backgroundMr N took an overdraft facility of £7,000 for his business. In 2012 he told HSBC that he had lost a major contract and was not trading. He has not been... (2 pages)View decision -
Decision Reference DRN-3301452
23 Feb 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3301452 Complaint Mr A says that Barclays Bank UK Plc (“Barclays”) unfairly removed his overdraft, closed his account and recorded a default on his credit file. Background One of our adjudicators looked into Mr A’s concerns. She didn’t think that Barclays had done anything wrong or tre... (2 pages)View decision -
Decision Reference DRN5556163
16 Aug 2019 MBNA Limited Not upheldBanking and creditMr S complains MBNA Limited reported inaccurate information to the credit reference agencies.backgroundMr S has two credit cards with MBNA. For the purposes of this decision, I will only be considering account ending 1801 as this is the account Mr S has complained about. However, I will al... (3 pages)View decision -
Decision Reference DRN-5821937
14 Oct 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5821937 The complaint Ms A’s complaint is about a mortgage she took out with her ex-partner with Clydesdale Bank Plc trading as Virgin Money (Virgin). She has complained about the amount of time Virgin allowed the mortgage to continue in arrears and doesn’t believe it made the right... (6 pages)View decision -
Decision Reference DRN-5785065
16 Dec 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-5785065 The complaint Miss T complains that PayPal (Europe) Sarl Et Cie SCA (“PayPal”) approved a credit account for her in 2022 when she could not afford it. What happened Miss T took a PayPal Credit account in November 2022 and the initial credit approved for her was £800. It’s a ... (2 pages)View decision