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 DRN7697107
12 Feb 2018 Nationwide Building Society UpheldBanking and creditMr S complains that Nationwide Building Society (“Nationwide”) shouldn’t have given him an overdraft, which he was subsequently allowed to increase the limit on in 2014. backgroundI issued a provisional decision, setting out my thoughts on why I though Mr S’ complain... (7 pages)View decision -
Decision Reference DRN4998577
20 Nov 2017 Everyday Lending Limited Not upheldBanking and creditMr G complains that Everyday Lending Limited provided him with a loan that was unaffordable.backgroundMr G took out a £4,500 loan with Everyday Lending in May 2016. The loan had a 36 month term with repayments of £327.45 a month.Mr G says that at the time of the loan ... (2 pages)View decision -
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 DRN-4201805
14 Aug 2023 HSBC UK Bank Plc UpheldConsumer CreditDRN-4201805 The complaint Mr R complains HSBC UK Bank Plc lent to him irresponsibly when they approved two loans. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving the reasons ... (2 pages)View decision -
Decision Reference DRN-3268279
23 Feb 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3268279 The complaint Mr N has complained that Bank of Scotland plc trading as Halifax (“Halifax”) acted irresponsibly by increasing his overdraft limit without conducting a proper affordability assessment. What happened Mr N has complained about unaffordable lending relating to overdr... (3 pages)View decision -
Decision Reference DRN8352485
8 Nov 2017 MEM Consumer Finance Limited UpheldBanking and creditMiss F complains that MEM Consumer Finance Limited trading as Payday UK was irresponsible to lend her money.background Miss F took out nine loans with Payday UK between July 2012 and October 2013. She says was caught in a spiral of debt.The adjudicator recommended that... (3 pages)View decision -
Decision Reference DRN1033235
2 May 2018 MMP Financial Limited UpheldBanking and creditMr M complains that MMP Financial Limited (MMP) lent him money without first checking that he could afford to repay it. He says if MMP had carried out appropriate checks it would have realised he couldn’t afford the loans he applied for and not lent. Mr M wants MMP... (3 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 DRN6439384
1 Mar 2017 Express Finance (Bromley) Limited UpheldBanking and creditMiss F complains that Express Finance (Bromley) Limited trading as Payday Express (“Payday Express”) gave her unaffordable loans. She wants a refund of all interest and fees paid, plus interest, the loans removed from her credit records, and any money due from her wr... (4 pages)View decision
