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-5284931
26 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5284931 The complaint Mr M complains about the service he received from NewDay Ltd trading as Marbles. What happened Mr M has a credit card account with Marbles. As he has been experiencing financial difficulties, Marbles agreed to a payment holiday and then breathing space. Mr M is... (3 pages)View decision -
Decision Reference DRN8061656
2 Sep 2019 Monzo Bank Ltd UpheldBanking and creditMr J’s unhappy that Monzo Bank Ltd has recorded adverse information on his credit file. He wants it removed. backgroundMr J had a repayment plan with Monzo to repay his overdraft. He missed a payment and was told by Monzo that it would be alright to lower the amount he paid. A few days la... (3 pages)View decision -
Decision Reference DRN-4401966
9 Jan 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4401966 The complaint Mr H complains that Capital One (Europe) plc (who I’ll call Capital One) were unreasonable to default his account without warning, especially as they’d just approved breathing space for him. What happened The details of this complaint are well known to both partie... (2 pages)View decision -
Decision Reference DRN-5970331
9 Dec 2025 Foundation for Credit Counselling Not upheldConsumer CreditDRN-5970331 The complaint Mrs M complains Foundation for Credit Counselling trading as Stepchange gave her misleading advice when entering into a Debt Management Plan (DMP) and Breathing Space. What happened Mrs M says during a live chat with Stepchange on 10 January 2025 she was explic... (4 pages)View decision -
Decision Reference DRN-5156387
5 Dec 2024 Capital One (Europe) plc UpheldConsumer CreditDRN-5156387 The complaint Miss I is complaining that Capital One (Europe) plc shouldn’t have reported a default on her credit card. What happened Miss I took out a credit card with Capital One in April 2022. In January 2024 she was struggling to make the payments required and called Cap... (3 pages)View decision -
Decision Reference DRN-4929123
4 Aug 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4929123 The complaint Mr A is unhappy that Vanquis Bank Limited applied interest and charges to his account and recorded a default on his credit file. What happened Mr A holds a credit card account with Vanquis. In December 2022 Mr A called Vanquis and requested to make reduced paym... (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 -
Decision Reference DRN-4774513
1 May 2024 My Finance Club Limited UpheldConsumer CreditDRN-4774513 The complaint Mr M complains that My Finance Club Limited trading as Ondal.co.uk (“MFC”) gave him a loan without carrying out the correct affordability checks. Mr M says that had further checks been carried out MFC would’ve realised Mr M was already in a significant amount of d... (5 pages)View decision -
Decision Reference DRN-4109359
31 Jul 2023 FUND OURSELVES LIMITED Not upheldConsumer CreditDRN-4109359 The complaint Mr D complains that FUND OURSELVES LIMITED irresponsibly provided him with loans he couldn’t afford to repay, and that it continued to charge him interest while he was in a “breathing space”. What happened Mr D took out two loans with Fund Ourselves as follows Da... (4 pages)View decision -
Decision Reference DRN-5657672
13 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5657672 The complaint Miss B complains about the service she received from Capital One (Europe) plc in relation to her credit card accounts. She also complains that it has impacted her credit file. What happened Miss B unfortunately lost her job in October 2023, and as a result she... (3 pages)View decision