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-5792776
9 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5792776 The complaint Mrs G is unhappy that Capital One (Europe) Plc defaulted an account she had with them. What happened Mrs G had a credit card account with Capital One which she opened in 2001. In 2024 she was suffering financial difficulties, and Capital One granted her 30-day... (3 pages)View decision -
Decision Reference DRN-3403064
25 May 2022 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-3403064 The complaint Mr M is unhappy that Capital One (Europe) plc permanently suspended his credit account. What happened Mr M’s Capital One credit account fell into arrears in June 2020 as Mr M was unable to meet the minimum monthly payments required on the account. The account rema... (3 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-5938444
19 Nov 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5938444 The complaint Mrs T doesn’t think that Blue Motor Finance Ltd (‘BMF’) have acted fairly by reporting a missed payment on her credit file. What happened In May 2021, Mrs T was supplied with a used car through a hire purchase agreement with BMF. She paid an advance payment of... (4 pages)View decision -
Decision Reference DRN-5095535
17 Dec 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-5095535 The complaint Mr B complains that Tesco Personal Finance PLC incorrectly defaulted his credit card account. What happened Mr B says Tesco was notified by a debt charity that he had been given “Breathing Space” from his credit card repayments, but that Tesco continued to def... (2 pages)View decision -
Decision Reference DRN-3149465
4 Jan 2022 MBNA Limited Not upheldBanking and PaymentsDRN-3149465 The complaint Mr T complained that MBNA Limited reported missed payments on his accounts with them despite COVID payment deferrals being agreed. This resulted in adverse information reported on his credit file. What happened Mr T had two credit card accounts with MBNA. His earn... (3 pages)View decision -
Decision Reference DRN-3127022
1 Dec 2021 MBNA Limited Not upheldBanking and PaymentsDRN-3127022 The complaint Mrs E complains about MBNA Limited and their failure to arrange a payment holiday as she’d assumed would happen after making them aware of her financial difficulties caused by the COVID-19 pandemic. What happened Mrs E took out a credit card account with MBNA in 2... (3 pages)View decision -
Decision Reference DRN-5019359
2 Oct 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5019359 The complaint Ms S complains that Capital One (Europe) plc didn’t properly inform her of the implications of a period of “breathing space” that was agreed on her account and how it would affect her credit file. She also complains about letters that it’s sent to her about her... (4 pages)View decision -
Decision Reference DRN-5975659
25 Nov 2025 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-5975659 The complaint Mr B is complaining about North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB). He says they treated him unfairly when he struggled to make repayments against his loan from them. What happened In April 2024, CCB lent Mr B £12,8... (4 pages)View decision -
Decision Reference DRN-4630665
30 Jul 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4630665 The complaint Mr B is unhappy with the data Capital One (Europe) Plc (“Capital One”) is recording on his credit file, in respect of two credit card accounts he has with it. He feels it’s unfair, inaccurate and is impacting him purchasing a home. Mr B is represented by Miss ... (3 pages)View decision