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 4630 results
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Decision Reference DRN-1704817
8 Apr 2020 TSB Bank plc Not upheldBanking and PaymentsDRN-1704817The complaintMr C complains TSB Bank plc treated him unfairly when it considered his application for an overdraft and when it took the decision to close his account. What happenedMr C opened a current account with TSB in late 2019. He made an appointment to discuss getting an ov... (2 pages)View decision -
Decision Reference DRN1355315
28 Dec 2018 CURO TRANSATLANTIC LIMITED Not upheldBanking and creditMr M complains that Curo Transatlantic Limited trading as Wage Day Advance (WDA) was irresponsible to lend to him.backgroundMr M took out two loans with WDA. Mr M was due to repay just under £184 on the first loan that he took out in April 2018. Mr M took out th... (2 pages)View decision -
Decision Reference DRN-1395764
21 May 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1395764 The complaintMr G complains that HSBC UK Bank Plc (HSBC) irresponsibly allowed him to open an account with a £1,000 overdraft and also allowed him to spend in excess of that overdraft. What happenedOur investigator’s background summary covered all the relevant facts and issues,... (3 pages)View decision -
Decision Reference DRN2509152
7 Aug 2018 Vanquis Bank Limited Not upheldBanking and creditMs M complains that Vanquis Bank Limited gave her a credit card and increased balances which were unaffordable. She says it was irresponsible of Vanquis to do this.backgroundIn June 2011, Ms M applied for and was granted a credit card with Vanquis with an initial lim... (2 pages)View decision -
Decision Reference DRN-4195852
6 Jul 2023 Lendable Ltd Not upheldBanking and PaymentsDRN-4195852 The complaint Mr W complains that Lendable Ltd trading as Zable lent to him irresponsibly. What happened In September 2021 Mr W applied for a credit card with Zable. Zable approved the application and gave Mr W a card with an initial credit limit of £500. The credit limit was i... (2 pages)View decision -
Decision Reference DRN5440551
14 Nov 2017 Gracombex Ltd Not upheldBanking and creditMrs W, on behalf of her son Mr W, complains that Gracombex Ltd (trading as The Money Platform) (TMP) lent him a peer to peer instalment loan that was unaffordable. She’s also unhappy with its systems and processes. Mrs W wants it to stop all interest and agree a re... (2 pages)View decision -
Decision Reference DRN-4333224
22 Sep 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4333224 The complaint Mr S complains Barclays Bank UK PLC (“Barclays”) are holding him liable for payments he didn’t authorise after falling victim to fraud. He adds that Barclays failed to protect him from financial harm. What happened In August 2022, Mr S and his wife travelled overs... (6 pages)View decision -
Decision Reference DRN2310385
12 Sep 2014 Hitachi Capital (UK) Plc UpheldBanking and creditMr V complains about a loan provided to him by Hitachi Capital (UK) PLC, trading as Hitachi Capital Consumer Finance (“HCCF”). He said that the loan was unaffordable, and that HCCF had failed to undertake a responsible assessment of his creditworthiness. He would like the loan written ... (3 pages)View decision -
Decision Reference DRN9875710
7 Nov 2013 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr D’s complaint is that Aviva Insurance Limited has declined his claim, citing fraud and breach of a security endorsement. He is also unhappy about the way the claim was handled.background I issued my provisional decision in October 2012, which is attached below and forms part of my fina... (4 pages)View decision -
Decision Reference DRN-4535254
11 Mar 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4535254 Complaint Mrs M has complained about an overdraft that TSB Bank plc (“TSB”) provided to her. She says the overdraft she was provided with was unaffordable for her. Background TSB provided Mrs M with an overdraft that had a limit of £500 in November 2020. The credit limit on the... (3 pages)View decision
