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 5125 results
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Decision Reference DRN4189279
19 Oct 2017 Capital One (Europe) plc Not upheldBanking and creditMr A complains that Capital One (Europe) plc won’t refund to him the money that he paid for some trading contracts. His complaint is made against Capital One under section 75 of the Consumer Credit Act 1974 and the chargeback rules. backgroundMr A used his Capital One... (2 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 -
Decision Reference DRN1474122
9 Jan 2019 DJS (UK) Limited Not upheldBanking and creditMr H complains that DJS (UK) Limited (trading as Piggybank) was irresponsible to lend to him. He wants Piggybank to refund remove the negative entries from his credit file, pay him compensation and write off the outstanding debt. backgroundMr H took out four loans ... (3 pages)View decision -
Decision Reference DRN-4095102
24 Apr 2023 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4095102 The complaint Mr C complains that Tesco Personal Finance PLC trading as Tesco Bank (‘Tesco Bank’) irresponsibly gave him a credit card that he couldn’t afford. What happened In January 2011 Mr C applied for a credit card with Tesco Bank. He was given an initial credit limit of ... (3 pages)View decision -
Decision Reference DRN-4319473
2 Nov 2023 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-4319473 The complaint Mr F complains that Marks & Spencer Financial Services Plc (“M&S”), trading as M&S Bank, irresponsibly granted him a personal loan agreement he couldn’t afford to repay. What happened In February 2020, Mr F took out a personal loan with M&S, to be ... (3 pages)View decision -
Decision Reference DRN-3519463
15 Jul 2022 Zopa Bank Limited Not upheldBanking and PaymentsDRN-3519463 Complaint Mrs D is unhappy that Zopa Bank Limited won’t refund payments she made to a gambling website which she says was operating unlawfully. Background Mrs D has a card with Zopa. She made several payments using her card to an online casino. Before she set up an account with... (2 pages)View decision -
Decision Reference DRN-2269327
16 Nov 2020 Western Circle Ltd Not upheldConsumer CreditDRN-2269327 The complaint Mr T complains about three loans he took out with Western Circle Limited, trading as Cashfloat, (“WCL”), which he said were unaffordable. What happened Mr T took out three short term loans with WCL between May 2019 and December 2019. Loan 1 was repayable by three ... (4 pages)View decision -
Decision Reference DRN6240447
22 Mar 2018 HSBC Bank plc Not upheldBanking and creditMr and Mrs J are unhappy HSBC Bank Plc allowed them to exceed their overdraft facility and incur additional charges.backgroundMr and Mrs J were long-standing customers of HSBC. Mr J says HSBC allowed the account to exceed the agreed overdraft on a number of occasions... (2 pages)View decision -
Decision Reference DRN-4206833
29 Jun 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4206833 The complaint Mr J complains that Lloyds Bank PLC lent to him irresponsibly. What happened Mr J applied for a credit card account in June 2009. Lloyds approved the application and opened the account with an initial credit limit of £2000. The credit limit was increased to £2550 ... (3 pages)View decision
