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 4717 results
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Decision Reference DRN4126916
3 Mar 2021 Next Retail Limited UpheldBanking and creditMiss S complains that Next Retail Limited acted irresponsibly in increasing her credit limit on her NextPay account in July 2017. background The background to this complaint was set out in the provisional decision I issued in January 2021. An extract from this is attached and forms part of... (7 pages)View decision -
Decision Reference DRN6600513
9 Sep 2016 MEM Consumer Finance Limited UpheldBanking and creditMr C complains that MEM Consumer Finance Limited (trading as Payday UK) gave him loans he couldn’t afford to repay. He asks that it writes off the debt, corrects his credit file and pays compensation.backgroundMr C took loans from Payday UK in November 2012 and January... (2 pages)View decision -
Decision Reference DRN-3845210
9 Dec 2022 Zopa Bank Limited Not upheldConsumer CreditDRN-3845210 The complaint Mr B says Zopa Bank Limited irresponsibly lent to him. What happened Zopa operates the lending platform which gave Mr B a 36-month loan for £4,000 on 4 January 2022. The monthly repayments were £175.47 and the total repayable was £6,316.97. Mr B repaid the loan in... (3 pages)View decision -
Decision Reference DRN-4555601
12 Jan 2024 Everyday Lending Limited Not upheldConsumer CreditDRN-4555601 The complaint Mr M complains that Everyday Lending Limited trading as Everyday Loans irresponsibly gave him a loan that he couldn’t afford. For simplicity I will refer to the business as ‘Everyday’ during this decision. Mr M is represented in this complaint. For simplicity I wi... (3 pages)View decision -
Decision Reference DRN7223848
18 Jul 2017 London Capital Group Ltd UpheldInvestment and pensionsMr B complains that London Capital Group Ltd (LCG) failed to follow his instructions not to phone him, breached the Data Protection Act 1998 by speaking to his wife about his accounts and encouraged him to trade despite being aware of his gambling addiction. Mr ... (3 pages)View decision -
Decision Reference DRN1801468
28 Feb 2020 Bank of Scotland Plc Not upheldBanking and creditComplaintMr M complains that Bank of Scotland plc lent irresponsibly when it approved a loan for £3,000 in August 2015. BackgroundMr M applied for a loan online with Bank of Scotland on 10 August 2015. In the application, Mr M told Bank of Scotland he earned £1,150 a month and had commitme... (2 pages)View decision -
Decision Reference DRN-4630815
5 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4630815 The complaint Mr C is complaining that National Westminster Bank Plc lent to him irresponsibly by providing him with an overdraft on two separate occasions. What happened In September 2021, NatWest approved Mr C’s application for an overdraft, giving him a limit of £500 and the... (4 pages)View decision -
Decision Reference DRN-4699699
22 Mar 2024 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4699699 The complaint Mr S complains that Creation Financial Services Limited closed his account without notice and didn’t credit him benefits he’d earnt. He’s also unhappy with an overlimit charge they applied. What happened Mr S had a premium club credit card account with Creation. T... (4 pages)View decision -
Decision Reference DRN-3248052
2 Feb 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3248052 The complaint and background Mr D has complained about Santander UK Plc’s decision to agree to increase his overdraft several times between May and July 2017, during a period when he was struggling with a gambling problem. He says Santander should have realised that he was in s... (2 pages)View decision -
Decision Reference DRN-4535386
2 May 2024 TSB Bank plc UpheldConsumer CreditDRN-4535386 The complaint Miss M has complained that TSB Bank plc (“TSB”) lent to her irresponsibly as it provided her with two unaffordable loans. What happened TSB provided Miss M with a loan of £5,000.00 in July 2022 after she applied in branch. This loan had a 60-month term with monthl... (5 pages)View decision
