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-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 -
Decision Reference DRN-4418143
23 Jan 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4418143 The complaint Mr G complains that National Westminster Bank Plc has provided him with poor customer service in a number of areas. What happened Mr G switched his NatWest current account to a third party provider, but he was overdrawn at the time of the switch. Mr G says that Na... (5 pages)View decision -
Decision Reference DRN-5193420
21 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5193420 The complaint Mr M complains about interest rate increases that NewDay Ltd (‘NewDay’), trading as Debenhams Mastercard, applied to his account. What happened Mr M experienced some difficulty making repayments towards his NewDay credit card account. He was allowed breathing s... (2 pages)View decision -
Decision Reference DRN-5393552
3 Apr 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5393552 The complaint Miss I has complained that Capital One (Europe) plc unfairly reported negative information about her account to credit reference agencies (‘CRAs’). What happened In July 2024, Miss I contacted Capital One, to explain her financial situation. It agreed to give h... (2 pages)View decision -
Decision Reference DRN-3378416
26 May 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3378416 The complaint Mr L complains about the way Moneybarn No 1 Limited handled his account. What happened In November 2017 Mr L was supplied with a car and entered into a conditional sale agreement with Moneybarn. The cash price of the car was £9000, with a total amount repayable of... (3 pages)View decision -
Decision Reference DRN-4034841
20 Mar 2023 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4034841 The complaint Miss B complains Capital One (Europe) plc (“Capital One”) haven’t dealt with the balance on her account fairly when she’s been going through difficulties. What happened Miss B is unhappy about how Capital One responded to her when she told them about her financial... (2 pages)View decision -
Decision Reference DRN-5053579
1 Oct 2024 Metro Bank PLC UpheldConsumer CreditDRN-5053579 The complaint Mr H is complaining about the way Metro Bank PLC trading as RateSetter reported his personal loan to the credit reference agencies. What happened In April 2019, RateSetter approved Mr H’s application for a £10,000 loan. In January 2023, he contacted RateSetter ... (4 pages)View decision -
Decision Reference DRN-6084513
13 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6084513 The complaint Miss Z complained about the way HSBC UK Bank Plc administered her credit card account. What happened HSBC issued a default notice on 2 October 2024 as there were missed payments on Miss Z’s credit card account and the balance on the credit card was above the c... (4 pages)View decision -
Decision Reference DRN-5530480
12 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5530480 The complaint Mr S complains that Barclays Bank UK PLC trading as Barclaycard cancelled his credit card, registered a default on his credit file and transferred his account to a debt collection agency. What happened Mr S held a credit card account with Barclays. In or around... (3 pages)View decision