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-3863724
20 Jan 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-3863724 The complaint Ms Q complains Capital One (Europe) plc unfairly registered defaults on her credit file. What happened Ms Q holds two credit cards with Capital One which were approved in 2016 and 2017. During the COVID-19 pandemic Capital One agreed to a number of payment holiday... (3 pages)View decision -
Decision Reference DRN-5834417
28 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5834417 The complaint Mr H complains about the decision made by Capital One (Europe) plc (“Capital One”) to terminate a credit agreement he held with them. Mr H also complains about their communication and handling of the matter. What happened Mr H held a credit card account with C... (4 pages)View decision -
Decision Reference DRN-5037929
14 Oct 2024 PayPal UK Ltd UpheldBanking and PaymentsDRN-5037929 The complaint Mrs M complains that PayPal UK Ltd registered a default on her credit file. What happened Mrs M holds a credit account with PayPal. In or around September 2023 Mrs M experienced financial difficulties. She made a payment to her PayPal account on 4 September 202... (3 pages)View decision -
Decision Reference DRN-4263648
15 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4263648 The complaint Miss G complains that Monzo Bank Ltd didn’t give her appropriate advice when it agreed to “breathing space”. What happened Miss G says she was in financial difficulties and asked Monza for help. She says she was given “breathing space” but says it wasn’t made clea... (2 pages)View decision -
Decision Reference DRN-5388249
9 Apr 2025 Inclusive Finance Limited Not upheldConsumer CreditDRN-5388249 The complaint Mr K is unhappy that Inclusive Finance Limited, trading as Creditspring, contacted him requesting payment when he was in a Mental Health Crisis Breathing Space arrangement. What happened Mr K had a credit facility with Creditspring and was in a Mental Health Cr... (3 pages)View decision -
Decision Reference DRN-5279193
11 Feb 2025 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-5279193 The complaint Miss B complains about the way in which Jaja Finance Ltd trading as Asda Money Credit Card managed her account. What happened Miss B holds a credit card account with Jaja. In May 2024 Miss B missed a payment on the account. On 7 June 2024 Miss B contacted Jaja ... (4 pages)View decision -
Decision Reference DRN-5393680
3 Apr 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5393680 The complaint Ms L and Mr R’s complaint is about a mortgage they have with Bank of Scotland plc trading as Halifax. They are unhappy that despite them having asked for a breathing space, Halifax’s solicitors still wrote to them about legal action being pursued. What happened... (3 pages)View decision -
Decision Reference DRN-3985066
13 Jul 2023 ITC Compliance Limited Not upheldConsumer CreditDRN-3985066 The complaint Miss C complains that Itc Compliance Limited (“Itc”) did not treat her appropriately when she began to experience financial difficulties. What happened In April 2022 Miss C entered into a hire agreement for a car with Itc. The agreement was due to last for 36 mont... (4 pages)View decision -
Decision Reference DRN-4973442
18 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4973442 The complaint Miss J complains that Monzo Bank Ltd defaulted her account and reported the default on her credit file. What happened Miss J holds a Monzo Flex account. In August 2023 Miss J contacted Monzo to advise them that she was experiencing financial difficulties. Monzo... (4 pages)View decision -
Decision Reference DRN-5765085
5 Dec 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5765085 The complaint Mr D complains about information recorded on his credit file by Capital One (Europe) plc trading as Capital One. What happened Mr D had a credit card account with Capital One. In February 2025, Mr D began to experience financial difficulties with his outgoings ... (2 pages)View decision