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 4727 results
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Decision Reference DRN6330674
28 Jan 2020 PayPal Europe Sarl & Cie, SCA UpheldBanking and creditMr R has complained PayPal Europe Sarl & Cie, SCA won’t refund him for gambling transactions which he didn’t make.backgroundIn June 2018 Mr R (under his previous name of Mr T) brought a complaint to the ombudsman service. He’d complained to PayPal about sets of gambling transactions. H... (2 pages)View decision -
Decision Reference DRN2746828
31 Jul 2019 NewDay Ltd UpheldBanking and creditMr W complains that NewDay Ltd (trading as Marbles) was irresponsible when it increased the credit limit on his credit card account. backgroundThe background to this complaint, and my initial conclusions, were set out in my provisional decision dated 9 July 2019 – a copy of which is attach... (5 pages)View decision -
Decision Reference DRN-4022839
14 Mar 2023 Nationwide Building Society UpheldConsumer CreditDRN-4022839 The complaint Mr O complains that the loan he had from Nationwide Building Society was unaffordable. What happened Mr O borrowed £10,000 from Nationwide in September 2021. The loan was due to be repaid in 60 monthly instalments of £202.32. Mr O says the loan was unaffordable as... (3 pages)View decision -
Decision Reference DRN0691661
20 Dec 2016 Uncle Buck Finance LLP Not upheldBanking and creditMr L complains about six payday loans he took out with Uncle Buck Finance LLP. He says he couldn’t really afford the loans and Uncle Buck Finance should never have agreed to lend him the money. backgroundMr L took out six short term loans with Uncle Buck Finance.... (2 pages)View decision -
Decision Reference DRN4308512
2 Mar 2020 TSB Bank plc Not upheldBanking and creditComplaintMr M has complained that TSB Bank Plc won’t refund unauthorised transactions and that it failed to make a reasonable adjustment.BackgroundMr M is deaf. He requires a British Sign Language interpreter when talking to others. He uses the Next Generation Text (NGT) relay service to m... (3 pages)View decision -
Decision Reference DRN-3656321
18 Aug 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3656321 The complaint Mr K has complained that National Westminster Bank PLC (NatWest) won’t refund him for disputed transactions he didn’t make or authorise. What happened Mr K has a current account with NatWest. Between 28 March and 28 April 2020 Mr K’s debit card was used to make se... (3 pages)View decision -
Decision Reference DRN-3027217
9 Nov 2021 Logbook Money Limited UpheldConsumer CreditDRN-3027217 The complaint Mr W has complained that Logbook Money Limited (“LML” or “the lender”) was irresponsible to have agreed credit for him. What happened LML provided Mr W with a loan of £750 in October 2019. The total amount of £2,437.50, including interest and charges, was to be r... (3 pages)View decision -
Decision Reference DRN-4143388
2 Aug 2023 Shelby Finance Ltd Not upheldConsumer CreditDRN-4143388 The complaint Mr H complains that Shelby Finance Ltd, trading as Dot Dot Loans (“Shelby”) lent to him irresponsibly. What happened Using information from Shelby here is a loan table giving some details of the approved loans: Loan Approved Amount Repayments in months repaid 1 20... (4 pages)View decision -
Decision Reference DRN-3714094
25 Nov 2022 Next Retail Limited UpheldConsumer CreditDRN-3714094 The complaint Miss B complains that Next Retail Ltd (“Next”) irresponsibly granted her credit for a catalogue account that she couldn’t afford to repay. What happened Miss B entered into an agreement with Next to have access to credit with a Next catalogue account in January 20... (4 pages)View decision -
Decision Reference DRN-3841017
5 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3841017 The complaint Mr S complains that NewDay Ltd trading as Marbles (“NewDay”) was irresponsible when it increased his credit limit. What happened NewDay opened a credit card account for Mr S in April 2020 with a credit limit of £450. This type of credit was an open-ended or runnin... (4 pages)View decision
