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 5118 results
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Decision Reference DRN8567597
5 Feb 2020 Nationwide Building Society Not upheldBanking and creditMr N has complained Nationwide Building Society won’t refund account transactions that he didn’t make in September and October 2017.backgroundMr N opened an account with Nationwide in May 2017 (he’d previously had accounts with Nationwide that had been closed). He got a debit card for his ... (5 pages)View decision -
Decision Reference DRN-3450018
26 Apr 2022 Wirecard Card Solutions Limited UpheldBanking and PaymentsDRN-3450018 The complaint Mr R complains that Wirecard Card Solutions Limited blocked his U Account, and he couldn’t access the funds in the account. The funds were later sent back to the original sender. The U Account was a pre-paid payment card which at the time of Mr R’s complaint was a... (4 pages)View decision -
Decision Reference DRN5665713
14 Aug 2017 Casheuronet UK LLC Not upheldBanking and creditMiss F has complained about several loans granted to her by CashEuroNet UK LLC trading as Quick Quid (“Quick Quid”). She’s said Quick Quid encouraged her to borrow more than she could afford, which resulted in her needing to borrow regularly to repay previous loan... (5 pages)View decision -
Decision Reference DRN-3661848
22 Aug 2022 Clydesdale Bank Plc Not upheldConsumer CreditDRN-3661848 The complaint Mr C complains that Clydesdale Bank Plc trading as Virgin Money have irresponsibly lent to him. What happened Mr C took out a loan with Virgin Money for £11,500 over 84 months. He says at the time he took out the loan, he had a series of personal loans and payday ... (4 pages)View decision -
Decision Reference DRN-3551866
5 Aug 2022 Admiral Financial Services Ltd Not upheldConsumer CreditDRN-3551866 The complaint Mr S complains Admiral Financial Services Ltd irresponsibly lent to him. Mr S is represented by a third party; but for ease I’ll refer to all submissions as if they were made by him directly. What happened Admiral approved Mr S for a £10,000 loan in March 2021. Th... (3 pages)View decision -
Decision Reference DRN1980299
16 Aug 2019 Oakam Ltd Not upheldBanking and creditMr A says Oakam Ltd irresponsibly lent to him.backgroundThis complaint is about an instalment loan, for £400, which Oakam provided to Mr A on 1 November 2017. Our adjudicator didn’t uphold Mr A’s complaint as he didn’t think Mr A had been treated unfairly. Mr A disagreed and asked for an o... (2 pages)View decision -
Decision Reference DRN-4352412
15 Sep 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4352412 The complaint Mr N has complained that Bank of Scotland plc trading as Halifax (“Halifax”) provided him with an overdraft irresponsibly and allowed him to go over his overdraft limit when he was in financial difficulty. What happened Mr N had a £500 overdraft facility with Hali... (3 pages)View decision -
Decision Reference DRN-5488335
26 Sep 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5488335 The complaint Mr H complains that Evergreen Finance London Limited trading as moneyboat.co.uk (“Evergreen”) irresponsibly lent him two loans. What happened In March 2024 Mr H applied for a loan with Evergreen. The application was accepted and he was given a loan for £250 to... (3 pages)View decision -
Decision Reference DRN-2836482
2 Jul 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2836482 The complaint Mr B complains that NewDay Ltd, trading as Aqua, lent to him irresponsibly by giving him a credit card and later increasing the limit of what he could borrow using the card. What happened Mr B took out a credit card with NewDay in May 2016. The initial credit limi... (4 pages)View decision -
Decision Reference DRN-2956805
27 Aug 2021 PayPal Europe Sarl & Cie, SCA Not upheldBanking and PaymentsDRN-2956805 The complaint Miss C is unhappy that PayPal Europe Sarl & Cie, SCA, put a permanent limitation on her account. What happened In February 2021, PayPal put a permanent limitation on Miss C’s account. Miss C wasn’t happy about this, so she raised a complaint. PayPal looked at ... (2 pages)View decision
