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-5759528
12 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5759528 The complaint Mr W complains Clydesdale Bank Plc trading as Virgin Money unfairly applied interest and fees to his credit card account. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. As a summary, Mr W hold... (3 pages)View decision -
Decision Reference DRN-4501268
7 Mar 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4501268 The complaint Mr H complains about the lack of support he received from Capital One (Europe) plc when he experienced financial difficulties. He’s unhappy that his account was defaulted and terminated. What happened In December 2020 Mr H opened a credit account with Capital One.... (4 pages)View decision -
Decision Reference DRN-5407079
3 Apr 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5407079 The complaint Mr I complains that Capital One (Europe) plc unfairly recorded missed payments on his credit file. What happened In September 2024, Mr I reached out to Capital One because of a change in his circumstances. Unfortunately, Mr I was no longer able to meet his rep... (3 pages)View decision -
Decision Reference DRN-3759495
17 Nov 2022 Morses Club PLC UpheldConsumer CreditDRN-3759495 The complaint Mr A complains that Morses Club PLC lent to him irresponsibly. Mr A also complains that the breathing space period he agreed with Morses, alternatively he was in (pursuant to regulations), was breached by Morses in that it sent to him a notice of intended default.... (8 pages)View decision -
Decision Reference DRN2884897
24 Apr 2019 Santander UK Plc Not upheldBanking and creditMiss M complains that she had an agreement in place with Santander UK Plc to repay her overdraft facility over 15 months. However, it has since defaulted her account and she complains she wasn’t notified of this possibility. backgroundMiss M had an outstanding balance... (2 pages)View decision -
Decision Reference DRN-4599587
5 Feb 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4599587 The complaint Mr A has complained about the way Creation Consumer Finance Limited (“Creation”) administered a hire purchase agreement he’d taken out to acquire a car. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over ever... (3 pages)View decision -
Decision Reference DRN-6132277
5 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6132277 The complaint Mr E complains about the service he received from NewDay Ltd trading as Fluid in relation to his credit card account. In particular, he complains that it applied late payment fees and increased his monthly payments. What happened Mr E holds a credit card accou... (6 pages)View decision -
Decision Reference DRN-5834417
28 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5834417 The complaint Mr H complains about the decision made by Capital One (Europe) plc (“Capital One”) to terminate a credit agreement he held with them. Mr H also complains about their communication and handling of the matter. What happened Mr H held a credit card account with C... (4 pages)View decision -
Decision Reference DRN-1879417
3 Jul 2020 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-1879417 The complaintMr R’s complained he wasn’t told by HSBC Bank plc (“HSBC”) that agreeing breathing space on his credit card would have an impact on his credit file. He says that he wouldn’t have gone ahead if he’d known. What happenedMr R has a current account and a credit card wi... (2 pages)View decision -
Decision Reference DRN-6001038
9 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6001038 The complaint Miss S is unhappy with how Capital One (Europe) plc, trading as Capital One have reported her two credit card accounts to the credit reference agencies (CRAs) when she was unwell. Miss S says, given her circumstances, Capital One have not treated her fairly. W... (4 pages)View decision