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 4726 results
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Decision Reference DRN-3765618
20 Oct 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3765618 The complaint Mr B complains that Nationwide Building Society (‘Nationwide’) irresponsibly gave him credit that he couldn’t afford. What happened In June 2016 Mr B took out a loan for £13,428.23, a term of 60 months and a monthly premium of £275.86. Mr B also took out a credit ... (3 pages)View decision -
Decision Reference DRN-3824333
17 Feb 2023 Nationwide Building Society Not upheldConsumer CreditDRN-3824333 The complaint Mr W and Mrs W are unhappy with the way Nationwide Building Society (“Nationwide”) dealt with their application for a personal loan. They say they were told that the application had been approved and it took a number of days before it was explained to them that th... (2 pages)View decision -
Decision Reference DRN5894603
15 Jan 2020 Capital One (Europe) plc UpheldBanking and creditMr A complains that Capital One (Europe) plc lent to him irresponsibly.backgroundMr A took out a credit card with Capital One in 2006, with a limit of £500. It then increased his credit limit twice, in October 2016 to £1,500, and October 2017 to £2,500. He feels that it was irresponsible t... (5 pages)View decision -
Decision Reference DRN4427052
22 Jun 2018 Active Securities Limited UpheldBanking and creditMr C complains that Active Securities Limited, trading as 247 Moneybox, (“ASL”), gave himloans that were unaffordable and that it provided him with unsatisfactory customer service.backgroundMr C was given 24 loans by ASL between September 2015 and June 2017 as foll... (8 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 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 DRN-4806519
20 May 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4806519 The complaint Mr R complains Moneybarn No.1 Limited (Moneybarn) irresponsibly entered into a conditional sale agreement because it didn’t carry out reasonable and proportionate checks to ensure the agreement was affordable for him. What happened Mr R entered into the agreement ... (4 pages)View decision -
Decision Reference DRN5283838
3 Mar 2018 Casheuronet UK LLC UpheldBanking and creditMr T complains that CashEuroNet UK LLC (trading as QuickQuid) gave him loans that he couldn’t afford to repay.backgroundThe background to this complaint was set out in the provisional decision that I issued in January 2018. An extract from that is attached and forms pa... (5 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 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
