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 4619 results
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Decision Reference DRN-2532418
1 Feb 2021 Revolut Ltd Not upheldBanking and PaymentsDRN-2532418 The complaint Mr R complains that Revolut Ltd (Revolut) refused to accept a payment into his account. What happened Mr R says following receiving winnings from a well-known online betting company, he arranged for the proceeds to be paid into his account with Revolut. Mr R says ... (2 pages)View decision -
Decision Reference DRN-4029636
17 Mar 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4029636 The complaint Mr T complains that NewDay Ltd trading as Aqua (‘Aqua’) has registered a marker against him at CIFAS – the national fraud database. What’s happened? Mr T’s Aqua credit card account was opened in April 2019. In January 2020, Aqua registered a marker against Mr T wi... (2 pages)View decision -
Decision Reference DRN8051699
2 Oct 2019 Global Kapital Group Ltd UpheldBanking and creditMr G complains that Global Kapital Group Ltd (trading as myKredit) lent to him in an irresponsible manner.backgroundMr G was given five loans by myKredit between June 2017 and May 2018. Some of the loans were scheduled to be repaid in monthly instalments. Mr G appears to have faced some pr... (4 pages)View decision -
Decision Reference DRN-2575688
9 Mar 2021 Loans 2 Go Limited UpheldConsumer CreditDRN-2575688 Complaint Mr W has complained that Loans 2 Go Limited (“L2G”) provided him with unaffordable loans. He says the proper affordability checks weren’t considered and if they had been they would have shown the loans were unaffordable as a result of his gambling addiction. Backgrou... (4 pages)View decision -
Decision Reference DRN-3756933
31 Oct 2022 Chetwood Financial Limited Not upheldConsumer CreditDRN-3756933 Complaint Mr O has complained about a personal loan Chetwood Financial Limited (trading as “Better Borrow”) provided to him. He says the loan was provided irresponsibly proportionate checks would have shown that he was gambling unsustainable sums of money. Background Better Bor... (3 pages)View decision -
Decision Reference DRN-3114944
29 Mar 2022 National Westminster Bank Plc UpheldConsumer CreditDRN-3114944 The complaint Mr D complains National Westminster Bank Plc lent to him irresponsibly. What happened Mr D applied to NatWest for lending on a number of occasions including for a £7,500 loan in May 2019 and a £10,000 loan in March 2020. Both loans were approved. In 2020 Mr D comp... (3 pages)View decision -
Decision Reference DRN-4999497
23 Sep 2024 Chetwood Financial Limited Not upheldBanking and PaymentsDRN-4999497 Complaint Mr T has complained about a credit card Chetwood Financial Limited (trading as “Wave”) provided to him. He says that sufficient checks weren’t carried out before he was provided with the credit card. Background In June 2022, Wave provided Mr T with a credit card w... (3 pages)View decision -
Decision Reference DRN-1350916
10 Jan 2020 Santander UK Plc Not upheldBanking and PaymentsThe complaint Mr P complains about charges Santander UK Plc has applied to his credit card account. What happened Mr P complained to Santander about charges applied to his credit card for cash transactions. Santander said the fees and charges had been applied correctly and in line with the... (2 pages)View decision -
Decision Reference DRN-5172084
4 Dec 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5172084 The complaint Mr G’s complaint arises out of a current account held with The Royal Bank of Scotland Plc. Mr G is unhappy that RBS blocked transactions on the account, as a result of which Mr G needed to open a second current account with a different bank. This left a credit... (2 pages)View decision -
Decision Reference DRN-4078994
12 May 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4078994 The complaint In summary, Mr F complains that HSBC UK Bank PLC (trading as First Direct), provided him with a credit card that he wasn’t able to afford. I will refer to HSBC throughout the decision. What happened In November 2019, Mr F applied for a credit card with HSBC. The a... (4 pages)View decision
