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 4726 results
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Decision Reference DRN-3357831
24 May 2022 Lendable Ltd Not upheldConsumer CreditDRN-3357831 The complaint Mr E says Lendable Ltd irresponsibly lent to him. What happened This complaint is about a 36-month instalment loan for £1,550 that Lendable provided to Mr E on 12 March 2021. The monthly repayments were £73.73 and the total repayable was £2,597.45. Mr E says Lenda... (3 pages)View decision -
Decision Reference DRN-3870334
27 Jan 2023 Plata Finance Limited Not upheldBanking and PaymentsDRN-3870334 The complaint Mr P complains that Zopa Limited (“Zopa”) irresponsibly granted him a credit card he couldn’t afford to repay. What happened In April 2021 Mr P entered into an agreement with Zopa to have access to credit by way of a credit card account. He was given a credit limi... (2 pages)View decision -
Decision Reference DRN-4575277
29 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4575277 The complaint Mrs W complains that Bank of Scotland plc, trading as Halifax, withdrew her overdraft facility. What happened Mrs W had a Halifax current account with a £200 overdraft facility, which she used to rely on regularly. But in late 2023, she complained that the over... (2 pages)View decision -
Decision Reference DRN9987844
20 May 2019 Madison CF UK Limited Not upheldBanking and creditMr M complains that Madison CF UK Limited trading as 118118 Money irresponsibly lent him money which he says was unaffordable.backgroundMr M says he borrowed £3,500 in August 2018 but at the time was in financial difficulties due to a gambling addiction. He says 1181... (2 pages)View decision -
Decision Reference DRN8776210
6 Sep 2017 Active Securities Limited UpheldBanking and creditMr G complains that Active Securities Limited trading as 247 Moneybox lent him money that he couldn’t afford to repay.backgroundMr G took out 13 loans with 247 Moneybox between June 2015 and May 2016. He doesn’t think it carried out enough checks before agreeing to le... (3 pages)View decision -
Decision Reference DRN6574591
18 Dec 2019 PayPal Europe Sarl & Cie, SCA Not upheldBanking and creditMrs R is unhappy that PayPal Europe Sarl & Cie, SCA (“PayPal”) won’t refund a series of transactions made using her account.background Mrs R has an account with PayPal. In August and September 2017, a series of gambling payments were made from her account that weren’t authorised by her... (2 pages)View decision -
Decision Reference DRN9034148
27 Sep 2018 Barclays Bank Plc Not upheldBanking and creditMr P says it was irresponsible of Barclays Bank Plc (trading as Barclaycard) to increase his credit limit.backgroundMr P took out a Barclaycard in 2011. Barclays decreased the credit limit in 2012 after Mr P had difficulty staying within it and making the necessar... (3 pages)View decision -
Decision Reference DRN-4857337
1 Jul 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4857337 The complaint Miss J complains that Nationwide Building Society was irresponsible when it offered her two credit card accounts. What happened Nationwide opened a credit card account for Miss J on 14 February 2019 with a credit limit of £750. It increased her credit limit to £1,... (5 pages)View decision -
Decision Reference DRN-2762589
6 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2762589 The complaint Miss S is complaining about NewDay Ltd trading as Aqua. She says they lent to her irresponsibly when they gave her a credit card in August 2016, and again when they increased her credit limit in April 2017. What happened Miss S applied for an Aqua credit card in A... (3 pages)View decision -
Decision Reference DRN6715637
18 Aug 2017 WDFC UK Limited UpheldBanking and creditMiss B says WDFC UK Limited (trading as Wonga) gave her loans she couldn’t afford to repay. She asks that it refunds interest and charges, with 8% interest, and removes the loans from her credit file. backgroundMiss B took out 16 loans with Wonga between February 2... (3 pages)View decision
