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 4733 results
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Decision Reference DRN-2963083
14 Jul 2022 Spreadex Limited Not upheldInvestmentsDRN-2963083 The complaint Mr P, through his representative Mr P1, complains that Spreadex Limited: Didn’t follow the correct procedure when onboarding Mr P. Failed to meet their service obligations and regulatory requirements. Failed to act with due skill and care. What happened Mr P op... (4 pages)View decision -
Decision Reference DRN-3275239
25 Jan 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3275239 The complaint Mr W complains that Barclays Bank UK PLC trading as Barclaycard gave him a credit card with a limit of £800 without carrying out adequate checks. What happened In April 2016, Barclaycard gave Mr W a credit card with a limit of £800. He considers that it didn’t car... (4 pages)View decision -
Decision Reference DRN3951697
28 Oct 2020 Santander UK Plc Not upheldBanking and creditMr W has complained about how Santander UK Plc dealt with a claim he made under section 75 of the Consumer Credit Act 1974. background Mr W bought a educational/subscription package costing 2,999 US Dollars from a third party business, which I will call ‘B’, using his Santander credit card... (2 pages)View decision -
Decision Reference DRN-1975051
15 Sep 2020 Mobile Money Limited UpheldConsumer CreditDRN-1975051The complaintMiss K has complained that Mobile Money Limited irresponsibly provided her with an unaffordable loan. What happenedMiss K was given a logbook loan by Mobile Money in April 2018 for £4,000. The loan was secured against a vehicle that she owned. Miss K’s loan was to b... (4 pages)View decision -
Decision Reference DRN-2456040
18 Jan 2021 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-2456040 The complaint Mr K complains that The Co-operative Bank Plc has unfairly registered a marker at CIFAS the national fraud database. What happened Mr K contacted The Co-op in December 2018 to say that he didn’t recognise three payments made using his debit card in October 2018. T... (3 pages)View decision -
Decision Reference DRN-3201648
11 Feb 2022 Oakbrook Finance Limited Not upheldConsumer CreditDRN-3201648 The complaint Mr M complains that Oakbrook Finance Limited (trading as Likely Loans) acted irresponsibly by granting him a loan that was unaffordable. What happened In February 2019, Mr M took out a loan for £2,000 with Likely Loans. The loan was to be repaid over 36 months wit... (3 pages)View decision -
Decision Reference DRN-4237622
3 Aug 2023 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4237622 The complaint Miss B has complained that The Royal Bank of Scotland Plc (“RBS”) acted irresponsibly by providing her with a £250 overdraft. What happened Miss B successfully applied online for an overdraft with a limit of £250 in November 2017. All overdraft applications after... (3 pages)View decision -
Decision Reference DRN2125227
19 Sep 2018 HSBC Bank plc Not upheldBanking and creditMiss T complains that HSBC Bank Plc (HSBC) should not have approved her credit card application as she had multiple pay day loans, a low credit score, missed payments on her credit file and had a history of gambling. backgroundMiss T applied to HSBC for a credit ... (2 pages)View decision -
Decision Reference DRN-4127073
12 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4127073 The complaint Mr C complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit on several occasions. What happened The background to this complaint and my initial conclusions were set out in my p... (4 pages)View decision -
Decision Reference DRN0646053
15 Jun 2015 Bank of Scotland Plc Not upheldBanking and creditMrs S complains that Bank of Scotland plc (trading as Halifax) will not refund disputed transactions that were made from her current account.backgroundMrs S had a current account with Halifax, for which she had a debit card. She ‘lent’ her debit card details to a family... (2 pages)View decision
