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 5478 results
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Decision Reference DRN0646053
15 Jun 2015 Bank of Scotland Plc Not upheldBanking and creditMrs S complains that Bank of Scotland plc (trading as Halifax) will not refund disputed transactions that were made from her current account.backgroundMrs S had a current account with Halifax, for which she had a debit card. She ‘lent’ her debit card details to a family... (2 pages)View decision -
Decision Reference DRN-1720145
3 Jun 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-1720145 The complaintMiss R complains that Santander UK Plc won't refund a series of card payments made from her account to an online gambling firm. She says she neither made nor authorised those payments. What happenedOver the course of around 15 hours in January 2020 fifteen car... (2 pages)View decision -
Decision Reference DRN8853874
10 Oct 2017 Casheuronet UK LLC UpheldBanking and creditMr K complains that CashEuroNet UK LLC (trading as Quick Quid) gave him loans that he couldn’t afford to repay. He asks that it refunds interest and charges and removes information about the loans from his credit file. Mr K is represented by a claims management company... (3 pages)View decision -
Decision Reference DRN-4170879
5 Jul 2023 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4170879 The complaint Miss R complains that BMW Financial Services(GB) Limited (“BMWFS”) irresponsibly approved a hire purchase agreement with her that she couldn’t afford. What happened In July 2020 Miss R acquired a new car using a hire purchase agreement from BMWFS. The agreement re... (4 pages)View decision -
Decision Reference DRN-4127073
12 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4127073 The complaint Mr C complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit on several occasions. What happened The background to this complaint and my initial conclusions were set out in my p... (4 pages)View decision -
Decision Reference DRN-1979087
16 Oct 2020 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-1979087 The complaint Mr A complains that Brent Shrine Credit Union Limited has recorded a marker on CIFAS the national fraud database. What happened Mr A applied for a £15,000 loan from Brent Shrine. It requested he send supporting information including bank statements which he did on... (3 pages)View decision -
Decision Reference DRN7433942
24 Mar 2020 Metro Bank PLC UpheldBanking and creditMr P complains that Metro Bank plc won’t refund a series of debit card payments that he says he neither made nor authorised. All were made to an online gambling site; they total £810. backgroundMr N explained that he had separated from his partner in March 2018. They remained in touch, how... (3 pages)View decision -
Decision Reference DRN-3201648
11 Feb 2022 Oakbrook Finance Limited Not upheldConsumer CreditDRN-3201648 The complaint Mr M complains that Oakbrook Finance Limited (trading as Likely Loans) acted irresponsibly by granting him a loan that was unaffordable. What happened In February 2019, Mr M took out a loan for £2,000 with Likely Loans. The loan was to be repaid over 36 months wit... (3 pages)View decision -
Decision Reference DRN-2456040
18 Jan 2021 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-2456040 The complaint Mr K complains that The Co-operative Bank Plc has unfairly registered a marker at CIFAS the national fraud database. What happened Mr K contacted The Co-op in December 2018 to say that he didn’t recognise three payments made using his debit card in October 2018. T... (3 pages)View decision -
Decision Reference DRN-4237622
3 Aug 2023 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4237622 The complaint Miss B has complained that The Royal Bank of Scotland Plc (“RBS”) acted irresponsibly by providing her with a £250 overdraft. What happened Miss B successfully applied online for an overdraft with a limit of £250 in November 2017. All overdraft applications after... (3 pages)View decision