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-5172855
19 Dec 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-5172855 The complaint Mr P through his representative complains that HSBC UK Bank Plc ignored his pending application for “Breathing Space” relief which would have allowed him to prove his affordability with a view to making a longer plan to clear his mortgage arrears. What happened... (2 pages)View decision -
Decision Reference DRN-4861516
21 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4861516 The complaint Miss K complains that Monzo Bank Ltd applied interest to her account when it had been agreed that she would receive a month breathing space. It then put her on a one-year repayment plan which she hadn’t agreed to. What happened Miss K has a Flex account with Mo... (3 pages)View decision -
Decision Reference DRN-5810388
22 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5810388 The complaint Mr P complains that Clydesdale Bank Plc trading as Virgin Money failed to adequately support him when he was due to be made redundant. What happened Mr P holds a Virgin Money credit card. After telling Virgin Money in early April 2025 that he would shortly be e... (3 pages)View decision -
Decision Reference DRN-5696715
18 Jul 2025 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-5696715 The complaint Mr D complains that Zilch Technology Limited (Zilch) reported incorrect information onto his credit report for an account he holds with it. What happened Mr D says he entered into the Debt Respite Scheme (known as breathing space) with the help of the Insolvenc... (2 pages)View decision -
Decision Reference DRN-4104770
28 Apr 2023 Monzo Bank Ltd UpheldConsumer CreditDRN-4104770 The complaint Mr W complains that Monzo Bank Ltd didn’t make the implications of selecting its ‘breathing space’ option, for his loan, clear enough – meaning his credit file was adversely affected. What happened In August 2022 Mr W contacted Monzo via the in-app chat function, ... (3 pages)View decision -
Decision Reference DRN-5114514
30 Oct 2024 Leeds Building Society UpheldMortgagesDRN-5114514 The complaint Mr P complains that Leeds Building Society failed to tell him that it postponed a court date relating to his mortgage and that it’s been inconsistent with what it considers to be confidential information. What happened The evidence available indicates that Mr ... (5 pages)View decision -
Decision Reference DRN-3615128
28 Jul 2022 Prodigy Finance LTD UpheldConsumer CreditDRN-3615128 The complaint Mr F complains that Prodigy Finance LTD (“Prodigy”) refused to allow “breathing space” on his account and were wrong to suggest they were exempt from the breathing space scheme and wrong to continue to pursue the debt during this time. He is also unhappy that they... (3 pages)View decision -
Decision Reference DRN-4760177
22 Aug 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4760177 The complaint Mrs W is complaining about Capital One (Europe) plc because it reported to the credit reference agencies (CRAs) that she’d been missing payments on her account when she thought she’d set up a payment plan. What happened Mrs W has a credit card account with Capi... (3 pages)View decision -
Decision Reference DRN-4999781
13 Nov 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4999781 The complaint Miss S complains that Frasers Group Financial Services Limited made mistakes when investigating her claim for a refund for a payment she had made. What happened In November 2023, Miss S made an order using her revolving credit facility with Frasers. The order t... (3 pages)View decision -
Decision Reference DRN-5759528
12 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5759528 The complaint Mr W complains Clydesdale Bank Plc trading as Virgin Money unfairly applied interest and fees to his credit card account. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. As a summary, Mr W hold... (3 pages)View decision