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 DRN0154474
5 May 2016 Santander UK Plc UpheldBanking and creditMr G complains that Santander UK Plc recorded a default on his credit file when it shouldn’t have.background In August 2012, Mr G told Santander about his financial difficulties. It gave Mr G time to speak to a debt counselling service. As Santander didn’t hear bac... (3 pages)View decision -
Decision Reference DRN-5718189
9 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5718189 The complaint Miss O is unhappy that Monzo Bank Ltd recorded adverse information about her current account overdraft on her credit file. What happened Monzo closed Miss O’s current account with an outstanding balance owed on her overdraft. It wrote to her on 1 May 2024, tell... (2 pages)View decision -
Decision Reference DRN-2745195
23 Apr 2021 Capital One (Europe) plc UpheldBanking and PaymentsDRN-2745195 The complaint Mr T complains that Capital One (Europe) plc defaulted his account without contacting him by email or telephone before doing so. What happened Mr T had a credit card account with Capital One. He says he experienced personal and financial difficulties. In November ... (5 pages)View decision -
Decision Reference DRN9290208
21 Dec 2018 Moneybarn No. 1 Limited Not upheldBanking and creditMrs W complains that Moneybarn No. 1 Limited (“Moneybarn”) have been unreasonable terminating her finance agreement and she’s unhappy with the court charges she’s being asked to pay.backgroundIn September 2016 Mrs W entered into a conditional sale agreement with Money... (2 pages)View decision -
Decision Reference DRN-3425593
23 May 2022 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-3425593 The complaint Mr F has complained that Cabot Credit Management Group Limited are pursuing him for a debt which he feels they haven’t sufficiently proven he owes them. What happened This complaint is about a credit card account that was opened in 2016, defaulted in 2020, and was... (2 pages)View decision -
Decision Reference DRN7085955
21 Aug 2013 MBNA Limited Not upheldPayment protection insurance (PPI)summary of complaintThis complaint concerns a monthly premium payment protection insurance (“PPI”) policy, sold as part of a credit card application in June 2001. Mr J says that MBNA Limited (“MBNA”) mis-sold the policy.my findingsIn deciding what is fair and reasonable in the individ... (2 pages)View decision -
Decision Reference DRN4819573
31 Aug 2016 Elderbridge Limited Not upheldBanking and creditMs G complains that Elderbridge Limited won’t allow her to continue making payments of £100 a month on her secured loan when this is all she can afford.backgroundUnder the terms of a secured loan for £40,000 that Ms G took out in 2007 with another lender, B, she agre... (2 pages)View decision -
Decision Reference DRN8560026
3 Dec 2018 Clydesdale Bank Plc Not upheldBanking and creditMs H complains about the way that Clydesdale Bank Plc has dealt with her credit card account. backgroundMs H had a credit card account with Clydesdale Bank. She used her credit card in October 2016 to £1,500 pay for a carpet. She said that the carpet was cut too sh... (3 pages)View decision -
Decision Reference DRN-3353962
7 Mar 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3353962 The complaint Mr W has complained about Barclays Bank UK PLC, saying they should have put him on a payment holiday. What happened On 3 April 2020, Mr W called Barclays with several queries, one of which was about deferring his payments. The adviser explained that payment holida... (5 pages)View decision -
Decision Reference DRN-5306827
13 Mar 2025 Accord Mortgages Limited Not upheldMortgagesDRN-5306827 The complaint Mr B complains about the lack of support provided by Accord Mortgages Limited during a period of financial difficulty and ill health which affected his ability to make his mortgage payments. What happened In 2019 Mr B bought a property and took out a repayment... (4 pages)View decision