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-5546543
5 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5546543 The complaint Mr T complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) has treated him when he got into financial difficulty in relation to this overdraft facility. What happened Mr T says that despite him letting NatWest know he was in financia... (3 pages)View decision -
Decision Reference DRN-5939169
17 Nov 2025 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5939169 The complaint This complaint’s about a buy-to-let (BTL) mortgage Miss S holds with Bank of Ireland (UK) Plc (BOI). The complaint relates primarily to how BOI has dealt with Miss S’s requests for help during an extended period of financial hardship. What happened The broad c... (3 pages)View decision -
Decision Reference DRN-5777569
3 Feb 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5777569 The complaint Miss M complains that Capital One (Europe) plc unfairly defaulted her credit card account. What happened Towards the end of 2024 and into 2025, Miss M was going through some financial difficulties as a result of some issues she was having with her employment. ... (3 pages)View decision -
Decision Reference DRN-4286278
9 Jan 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4286278 The complaint Mr F complains Capital One (Europe) plc (Capital One) recorded a default on his credit file without prior notification. What happened Mr F says in November 2022 he telephoned Capital One to request some financial assistance with his credit card account, as his inc... (3 pages)View decision -
Decision Reference DRN-5357606
18 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5357606 The complaint Mr X complains Barclays Bank UK Plc trading as Barclaycard defaulted and closed his credit card account. Mr X is represented in bringing this complaint, for ease I’ll refer to all interactions as being those of Mr X. What happened Mr X opened a credit card ac... (3 pages)View decision -
Decision Reference DRN1251165
25 Sep 2014 Santander UK Plc Not upheldBanking and creditMr T complains that Santander UK Plc wrongly recorded a default on his credit card account, which has adversely affected his credit record. He wants Santander to put matters right and pay him compensation for the inconvenience he has suffered.background The details of this case are wel... (3 pages)View decision -
Decision Reference DRN-3865268
2 Feb 2023 Santander UK Plc UpheldMortgagesDRN-3865268 The complaint Mr F2 has complained on behalf of Mr F1 about how Santander UK Plc (“Santander”) handled arrears on Mr F1’s mortgage account. What happened Mr F2 says Mr F1 has health concerns and lost his job, so he was unable to pay his mortgage. As part of Mr F1’s health conce... (5 pages)View decision -
Decision Reference DRN-4774656
9 Jul 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4774656 The complaint Mr B complains about Volkswagen Financial Services (UK) Limited trading as Seat Financial Services’ (“VWFS”) actions, after he told it a change in his financial circumstances meant he may no longer be able to afford the repayments owed under his hire purchase agre... (4 pages)View decision -
Decision Reference DRN-2901422
17 Aug 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2901422 The complaint Mr S complained that Bank of Scotland Plc (trading as Halifax) defaulted, closed and transferred his credit card account to a third party claiming that he’d not contacted them. He disagreed as he believed that a payment plan had been agreed. What happened Mr S hel... (4 pages)View decision -
Decision Reference DRN-3730106
30 Sep 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3730106 The complaint Mrs M complains that National Westminster Bank Plc incorrectly recorded her payments with Credit Reference Agencies (CRA’s) and they have charged her an annual fee and interest despite her being in financial difficulties. Mrs M is represented by her son in bringin... (7 pages)View decision