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 DRN0301809
28 Aug 2019 Cash On Go Limited UpheldBanking and creditMr B complains that Cash On Go Limited, trading as Peachy, lent to him irresponsibly.Mr B is represented by a third party. backgroundI attach my provisional decision dated 6 August 2019, which forms part of this final decision and should be read with it. In it I explained why I intended to... (5 pages)View decision -
Decision Reference DRN9292228
27 Mar 2020 Lloyds Bank PLC Not upheldBanking and creditComplaintMr A has complained that Lloyds Bank PLC won’t refund transactions, which he says he didn’t make.BackgroundMr A said his nephew stole his debit card details and opened an account with an online casino. He said his nephew spent £19,000 of his money on the casino. This sum was debit... (4 pages)View decision -
Decision Reference DRN-2961396
28 Oct 2021 Advanced Payment Solutions Limited Not upheldBanking and PaymentsDRN-2961396 The complaint Mr S complains that Advanced Payment Solutions Limited (trading as Cashplus) won’t refund him for transactions he says he didn’t make or authorise. What happened Mr S legitimately uses a gambling website I’ll refer to as S and he has no complaint about transaction... (3 pages)View decision -
Decision Reference DRN-1585797
18 Dec 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1585797 The complaint Mr G complains that National Westminster Bank Plc (“NatWest”) gave him a loan when it shouldn’t have. What happened In late June 2014 Mr G says that he approached NatWest as he needed some help with his overdraft. After discussions with NatWest, he took out a loan... (3 pages)View decision -
Decision Reference DRN-5358870
19 Mar 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5358870 Complaint Mr S has complained about a credit card Marks & Spencer Financial Services Plc (trading as “M&S Bank”) provided to him. He says that the credit card and the subsequent limit increases were unaffordable for him and left him severely in debt which he has stru... (8 pages)View decision -
Decision Reference DRN7572285
30 Jan 2019 MYJAR Limited Not upheldBanking and creditMrs S complains that MYJAR Limited gave her a loan that she couldn’t afford.backgroundMrs S was given an instalment loan for £2,450 by MYJAR on 19 November 2017. It wasrepayable by 12 monthly instalments. The first instalment was £371.02 followed by teninstalments of... (4 pages)View decision -
Decision Reference DRN-2511754
15 Jan 2021 Amigo Loans Ltd UpheldConsumer CreditDRN-2511754 The complaint Mr D is unhappy that Amigo Loans Limited (Amigo) gave him two loans in 2018. He said that if Amigo had completed more thorough affordability checks it would’ve seen that he wasn’t in a position to manage the repayments. What happened In February 2018, Mr D applied... (12 pages)View decision -
Decision Reference DRN-5434514
3 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5434514 The complaint Mr B complains Nationwide Building Society provided him with an unaffordable overdraft facility, and shouldn’t have continued to provide it on the same terms. Mr B’s complaint has been referred to us by a professional representative, but for ease I’ll refer to... (5 pages)View decision -
Decision Reference DRN-5372363
7 Apr 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5372363 Complaint Mr M complains that MotoNovo Finance Limited (“MotoNovo”) unfairly entered into a hire- purchase agreement with him. He’s said the payments to his agreement were unaffordable. Background In December 2020, MotoNovo provided Mr M with finance for a used car. The cas... (3 pages)View decision -
Decision Reference DRN-5703743
21 Jul 2025 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5703743 The complaint Mr R’s complaint is that Marks & Spencer Financial Services Plc (M&S Bank) acted irresponsibly by provided him with a credit card which was unaffordable for him. What happened M&S Bank approved Mr R with a credit card with a limit of £5,000 in April... (5 pages)View decision
