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-5271762
28 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5271762 The complaint Mr A is unhappy with the service he received from Monzo Bank Ltd surrounding a payment that he made. What happened Mr A has a credit account with Monzo. In May 2024, Mr A contacted Monzo and explained that he was experiencing mental health issues which had impa... (3 pages)View decision -
Decision Reference DRN-4680890
22 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4680890 The complaint Miss M is complaining about Monzo Bank Ltd because it defaulted her account at a time when she was agreeing a repayment plan to pay back money she owed. She’s also dissatisfied with the service she received, particularly delays in responding to her emails. What ha... (4 pages)View decision -
Decision Reference DRN-3664661
12 Sep 2022 Valour Finance Limited Not upheldConsumer CreditDRN-3664661 The complaint Mr C complained about several aspects relating to the lending by Valour Finance Limited trading as Savvy.co.uk. He complains that it lent to him irresponsibly. Mr C also complains that Savvy wrongly accused him of credit fraud. And Mr C complains that Savvy mis-ma... (6 pages)View decision -
Decision Reference DRN-5537163
7 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5537163 The complaint Miss A complains Nationwide Building Society has unfairly recorded missed payments on her credit file. What happened In August 2023, Miss A contacted Nationwide as she was unable to repay an overdrawn amount held on her current account. An arrangement was agree... (4 pages)View decision -
Decision Reference DRN-6169659
20 Feb 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6169659 The complaint Miss J is unhappy with the support and service that she’s received from Vanquis Bank Limited. What happened On 1 July 2024, Miss J called Vanquis and explained that she was experiencing very difficult personal and financial circumstances which meant that she c... (3 pages)View decision -
Decision Reference DRN-4665658
19 Apr 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4665658 The complaint Mr M complains about several service issues concerning NewDay Ltd trading as Aqua (Aqua). What happened Mr M has a credit card from Aqua. In November 2023, several things caused him to complain. He tried to make a payment with his card but found it had been blocke... (4 pages)View decision -
Decision Reference DRN-5017500
8 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5017500 The complaint Mr B complains that Barclays Bank UK PLC trading as Barclaycard registered a default on his credit file. What happened Mr B holds a credit card account with Barclaycard. In May 2023 Mr B contacted Barclays and explained that his financial circumstances had chan... (3 pages)View decision -
Decision Reference DRN-5245069
23 Jan 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5245069 The complaint Miss D complains that MBNA Limited (MBNA) were unreasonable to default her accounts and sell them to debt collectors. What happened Miss D had three credit cards with MBNA. She wrote to them in January 2024 asking for breathing space and they put a 30 day hold ... (2 pages)View decision -
Decision Reference DRN-4534401
8 Feb 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4534401 The complaint Miss O complains that Clydesdale Bank Plc trading as Virgin Money unfairly reported a default on her credit card account. Miss O wants Virgin Money to remove the default. What happened Miss O was experiencing financial difficulties and could not keep up with her c... (3 pages)View decision -
Decision Reference DRN-4722741
20 Sep 2024 PayPal UK Ltd Not upheldBanking and PaymentsDRN-4722741 The complaint Miss D complains that PayPal UK Ltd (PayPal) should have done more to help her as she was in financial difficulty. What happened In March 2016 Miss D applied for a credit card with PayPal. The credit card application was approved with a credit limit of £2,000. ... (3 pages)View decision