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-5622090
13 Jun 2025 Close Brothers Limited UpheldConsumer CreditDRN-5622090 The complaint Mr K complains about the fact his agreement for a car was terminated by Close Brothers Limited when he was having financial difficulties. What happened Mr K contacted Close Brothers in April 2024 to explain he’d lost his job and couldn’t make his payment for hi... (3 pages)View decision -
Decision Reference DRN-3837620
11 Jan 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3837620 The complaint Mr C complains that HSBC UK Bank plc (HSBC) didn’t advise him that applying a breathing space to his account would affect his credit file. He would like his credit file amended and compensation for the distress and inconvenience. What happened The details of this ... (2 pages)View decision -
Decision Reference DRN-5657672
13 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5657672 The complaint Miss B complains about the service she received from Capital One (Europe) plc in relation to her credit card accounts. She also complains that it has impacted her credit file. What happened Miss B unfortunately lost her job in October 2023, and as a result she... (3 pages)View decision -
Decision Reference DRN-3520660
2 Aug 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3520660 The complaint Mr Y complains that Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (“VWFS”) unfairly terminated his hire purchase agreement. What happened Mr Y acquired a car under a 48 month hire purchase agreement with VWFS in December 2020.... (3 pages)View decision -
Decision Reference DRN-5990281
2 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5990281 The complaint Mr W complains about the support National Westminster Bank Public Limited Company gave him as a vulnerable customer. What happened Mr W held a NatWest credit card account which had an outstanding balance of over £9,000. Mr W hadn’t made any repayments to the ac... (4 pages)View decision -
Decision Reference DRN-5417233
14 Apr 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5417233 The complaint Miss J complained that Capital One (Europe) plc trading as Capital One sent her threatening letters for payment and that she couldn’t afford to make her repayments due to the charges being applied to her account. She said that she was unable to talk on the phon... (4 pages)View decision -
Decision Reference DRN-5889077
23 Oct 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5889077 The complaint Mr M complains that Capital One (Europe) plc unfairly defaulted his account. What happened Mr M has a credit card account with Capital One. Due to financial and personal difficulties, his account fell into arrears. Mr M says he kept in touch with Capital One, h... (3 pages)View decision -
Decision Reference DRN-2961659
16 Aug 2021 HSBC UK Bank Plc UpheldConsumer CreditDRN-2961659 The complaint Mr S is unhappy with the lack of help and support he received from HSBC UK Bank Plc when he got in contact to explain that he was experiencing financial difficulties as a result of the pandemic. What happened Mr S contacted HSBC in late March 2020 – after the lock... (4 pages)View decision -
Decision Reference DRN-4772064
2 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4772064 The complaint Miss N complains that NewDay Ltd passed her account to a collection agency after she notified it of financial difficulties. What happened Miss N held an account with NewDay. On 12 April 2023 Miss N requested breathing space and to set up a payment plan on her acco... (4 pages)View decision -
Decision Reference DRN-5080087
14 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5080087 The complaint Mr B complains that Lloyds Bank PLC unfairly restricted and closed his account. What happened In March last year, following a notification that Mr B was the subject of a bankruptcy order, Lloyds restricted and closed his account after a two-month notice period.... (3 pages)View decision