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 DRN-2876025
23 Jun 2021 Commsave Credit Union Limited UpheldConsumer CreditDRN-2876025 The complaint Mr P complains about loans provided to him by Commsave Credit Union Limited (“Commsave”) which he says was unaffordable. What happened The background of this complaint is well known to both parties and has been detailed by our investigator previously. So, I’ll sum... (4 pages)View decision -
Decision Reference DRN7389113
3 Sep 2019 Nationwide Building Society Not upheldBanking and creditComplaintMr M disputes a number of transactions on his Nationwide Building Society account, which he says he neither made nor authorised. BackgroundAt the end of February 2018 there were a number of card transactions made on Mr M’s Nationwide account. They included a transfer made at a ... (2 pages)View decision -
Decision Reference DRN9588077
22 May 2018 Uncle Buck Finance LLP UpheldBanking and creditMr G complains that the loans he had from Uncle Buck Finance LLP were unaffordable and trapped him in a debt spiral.backgroundMr G had ten loans from Uncle Buck between March 2015 and November 2016 as follows:Loan Date TermAmount Due Payment Status 102 Mar 201526d£2502... (3 pages)View decision -
Decision Reference DRN-5446533
19 Jun 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5446533 The complaint Mr B complains Clydesdale Bank Plc (trading as Virgin Money), “Virgin”, incorrectly managed his account, refused to refund him for unauthorised transactions, provided poor customer service and closed his account without an explanation. What happened The facts o... (3 pages)View decision -
Decision Reference DRN1302381
28 Jan 2019 Lloyds Bank PLC Not upheldBanking and creditMr C complains that Lloyds Bank PLC was irresponsible in their lending decisions when they agreed to offer him continual loans despite his other borrowing.backgroundMr C held a current account with Lloyds since 2006. In 2011, he successfully applied for an overdraft. ... (3 pages)View decision -
Decision Reference DRN-4999288
4 Sep 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4999288 The complaint Mr D says Zopa Bank Limited irresponsibly lent to him. What happened Mr D took out a credit card from Zopa in February 2023. He was given a credit limit of £1,000. He says he should not have been given the card as he had recently opened four new accounts and he... (3 pages)View decision -
Decision Reference DRN-2916184
16 Jul 2021 Oakbrook Finance Limited Not upheldConsumer CreditDRN-2916184 The complaint Mrs O thinks that Oakbrook Finance Limited trading as Likely Loans, treated her unfairly when it lent her money in January 2018. What happened In January 2018, Likely Loans lent Mrs O £2,500, which Mrs O agreed to repay, with interest, over 24 months. The monthly ... (3 pages)View decision -
Decision Reference DRN-2712343
4 Jun 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2712343 The complaint Miss M complains that Capital One (Europe) plc (Cap One) lent to her irresponsibly. What happened Miss M had three cards provided by Cap One. The limit on the second card was also increased: Date Limit Card A – April 2015 £200 (closed February 2017) Card B – June ... (3 pages)View decision -
Decision Reference DRN8793286
2 Jan 2019 Admiral Financial Services Ltd Not upheldBanking and creditMr B and his representative complain that Admiral Financial Services Ltd irresponsibly loaned him money and they’re also unhappy that it’s said it will apply for a charge over his property even though he’s now in a debt management plan.backgroundIn May 2018 Mr B applied... (3 pages)View decision -
Decision Reference DRN2746828
31 Jul 2019 NewDay Ltd UpheldBanking and creditMr W complains that NewDay Ltd (trading as Marbles) was irresponsible when it increased the credit limit on his credit card account. backgroundThe background to this complaint, and my initial conclusions, were set out in my provisional decision dated 9 July 2019 – a copy of which is attach... (5 pages)View decision