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 5830 results
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Decision Reference DRN-5401056
17 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5401056 The complaint Mrs and Mr R complain that Santander UK Plc irresponsibly gave them an overdraft facility and it continued to unfairly apply overdraft charges when they were struggling financially. What happened In May 2018, Mrs and Mr R applied for a £200 overdraft facility f... (6 pages)View decision -
Decision Reference DRN4160179
30 May 2019 Casheuronet UK LLC UpheldBanking and creditMr H says CashEuroNet UK LLC, trading as QuickQuid, lent to him irresponsibly.backgroundI sent both parties my provisional decision on 14 May 2019. A copy is attached and it forms part of this final decision. I asked Mr H and QuickQuid to let me know if they h... (6 pages)View decision -
Decision Reference DRN6307167
26 Sep 2019 Bamboo Limited Not upheldBanking and creditMr T complains that Bamboo Limited didn’t carry out enough checks before approving his loan application.backgroundIn 2018, Mr T applied to Bamboo for a loan. He applied online and the loan was approved. He had difficulty making some payments on time early on. But overall he managed to keep... (2 pages)View decision -
Decision Reference DRN1857768
30 Jul 2021 Clydesdale Bank Plc Not upheldBanking and creditMr and Mrs W complain that Clydesdale Bank Plc did not help recover the money (and winnings) paid to an online gambling company that turned out to be a scam. As Mrs W had all the dealings with Clydesdale Bank Plc, for ease of reading, I’ll refer to all submissions as having come from Mrs W... (3 pages)View decision -
Decision Reference DRN-3952327
2 Mar 2023 Salad Finance Limited Not upheldConsumer CreditDRN-3952327 The complaint Mr R complains that Salad Finance Limited trading as Salad Money lent to him irresponsibly. What happened Mr R applied for a loan from Salad Money in February 2022. The loan was for £1000 repayable over 17 months by monthly instalments of £84.92. The total sum rep... (2 pages)View decision -
Decision Reference DRN6351539
30 Aug 2016 Gain Capital UK Limited UpheldInvestment and pensionsMr J complains about the way Gain Capital UK Limited administered his account. In particular, he complains that: Gain said that it would close all his positions on 10 December, but in fact closed them on 14 December causing him a loss; His second account shouldn’t ... (3 pages)View decision -
Decision Reference DRN-3600243
24 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3600243 The complaint Mr H complains that NewDay Ltd trading as Aqua gave him a credit card when it should have known he wouldn’t be able to repay what he borrowed. What happened Mr H applied for a credit card in December 2018. He told NewDay that he was employed and earning £27,000 a ... (3 pages)View decision -
Decision Reference DRN-3111159
10 Nov 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3111159 Complaint Mrs C is unhappy that National Westminster Bank Plc (“NatWest”) is holding her liable for a series of transactions she says she didn’t authorise. Background Mrs C has an account with NatWest. In August and September 2020, it was used to make a series of payments to a ... (3 pages)View decision -
Decision Reference DRN6859717
9 Feb 2018 Lloyds Bank PLC Not upheldBanking and creditMr K complains that Lloyds Bank Plc won’t refund some debit card payments that were made by a fraudster.backgroundMr K has a current account with Lloyds. He told Lloyds that a number of transactions he didn’t recognise had been made using his debit card, which add... (3 pages)View decision -
Decision Reference DRN-3661759
29 Dec 2022 eToro (UK) Ltd Not upheldInvestmentsDRN-3661759 The complaint Mr B complains that eToro (UK) Ltd allowed him to open a CFD trading account without sufficient checks and to continue trading despite large losses and signs he had a gambling problem. What happened Mr B opened his trading account with eToro in February 2021. He c... (2 pages)View decision