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 4607 results
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Decision Reference DRN9922906
20 Feb 2018 TSB Bank plc Not upheldBanking and creditMr C complains that TSB Bank plc is holding him liable for some in-app purchases he says he didn’t make.backgroundMr C has a current account with TSB. His debit card details are registered with a digital distribution service (“DDS”) so that he can make purchases t... (3 pages)View decision -
Decision Reference DRN-4997675
30 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4997675 The complaint Mr S complains that Santander UK Plc has requested one time passcodes (OTP) to authorise transactions to a specific merchant. He also complains that Santander misled him to believe it was the merchant, rather than Santander that had requested the OTPs. What hap... (3 pages)View decision -
Decision Reference DRN-3354721
22 Mar 2022 Everyday Lending Limited Not upheldConsumer CreditDRN-3354721 The complaint Mr C complains that Everyday Lending Limited (trading as Everyday Loans) was irresponsible to lend to him. What happened Mr C took out a loan with Everyday Loans on 17 July 2019. He borrowed £3,000 and was due to repay £274.26 monthly for 18 months, until 1 Januar... (4 pages)View decision -
Decision Reference DRN6299310
4 Nov 2015 Lloyds Bank PLC Not upheldBanking and creditMr G complains that Lloyds Bank plc was irresponsible when it lent him money.backgroundLloyds agreed a £1,500 overdraft for Mr G in July 2012 and approved a credit card with a £2,250 limit in January 2013. By March 2013, Mr G’s overdraft was £3,000. In January 20... (2 pages)View decision -
Decision Reference DRN0883923
21 Apr 2017 Ulster Bank Ltd Not upheldBanking and creditMr R’s complaint is that Ulster Bank Ltd (“Ulster Bank”) caused him a large financial loss due to its’ processes.backgroundMr R was expecting a large bonus from his employer, of nearly £88,000, which was due to be paid into his Ulster Bank account by BACS on Monday ... (5 pages)View decision -
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 DRN4516239
7 Jan 2019 Novaloans Ltd Not upheldBanking and creditMr P complains that Novaloans Ltd (trading as CASH4UNOW.CO.UK) lent him money that he couldn’t afford to repay.backgroundMr P took out one loan with CASH4UNOW in August 2017. He was due to repay the £400 loan by six monthly instalments of about £115.Mr P thinks that ... (3 pages)View decision -
Decision Reference DRN7485251
30 Jan 2015 MBNA Limited Not upheldBanking and creditMrs T complains MBNA Limited has applied fees to her credit card without first telling her.backgroundMrs T has a credit card with MBNA. In March and April 2014, she used her card to place several bets. MBNA treated these as cash withdrawals and charged a £5 fee for each transaction. Mr... (2 pages)View decision -
Decision Reference DRN0316276
5 Mar 2021 The Car Finance Company (2007) Ltd UpheldBanking and creditMr P complains that The Car Finance Company (2007) Ltd (“TCFC”) provided him with a hire purchase agreement in January 2015 that was unaffordable. background In January 2015, Mr P acquired a used car from a car dealership through a hire purchase agreement provided by TCFC. The cash price o... (8 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
