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-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 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-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 DRN3937278
16 Jul 2013 Bank of Scotland Plc Not upheldBanking and creditMr Y complains that – despite a repayment plan – Bank of Scotland plc (trading as Halifax) instructed agents to chase his credit card debt. He says this caused him distress - so Halifax should now write the debt off.backgroundIn late 2011, Halifax issued a default notice and then agree... (2 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-3910821
9 Feb 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-3910821 The complaint Mr A has complained about the way Nationwide Building Society dealt with his credit card account after it fell into arrears. He is also unhappy that Nationwide has refused to reactivate the card for use after he paid off a lump sum. What happened Mr A’s credit car... (3 pages)View decision -
Decision Reference DRN-5972831
10 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5972831 The complaint Mr B complains Santander UK Plc haven’t written off his credit card debt or taken any responsibility for safeguarding issues. What happened Mr B says despite Santander knowing about his personal circumstances, they: • Failed to prevent foreseeable harm under th... (3 pages)View decision -
Decision Reference DRN-3644191
21 Dec 2022 MBNA Limited Not upheldBanking and PaymentsDRN-3644191 The complaint Miss R says MBNA Limited (“MBNA”) incorrectly recorded a default on her credit file when her credit card account with them was included in a Debt Management Plan (“DMP”). What happened Miss R held a credit card account with MBNA with a credit limit of £10,000. In ... (3 pages)View decision -
Decision Reference DRN-5571764
20 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5571764 The complaint Miss T complains HSBC UK Bank Plc acted unfairly by defaulting and then closing her account. What happened Before explaining what’s happened, I wanted to set out that Miss T originally asked this Service to look into several concerns in relation to the account... (3 pages)View decision -
Decision Reference DRN-3572398
19 Oct 2022 J D Williams & Company Limited Not upheldConsumer CreditDRN-3572398 The complaint Miss J complains about the way J D Williams & Company Limited (“JDW”) handled her catalogue shopping account. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll focus on the reasons for my dec... (2 pages)View decision