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-2946565
31 Jan 2022 Hermes Property Services Limited UpheldConsumer CreditDRN-2946565 Complaint Miss B has complained that Hermes Property Services Limited (“HPS”) provided her with an unaffordable logbook loan. She’s said that she was struggling at the time and the information gathered ought to have alerted HPS to the fact that she wouldn’t be able to make the ... (4 pages)View decision -
Decision Reference DRN-3210467
13 Dec 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3210467 The complaint Mr B complains that NewDay Ltd trading as Aqua, irresponsibly increased his credit limit. What happened I issued my provisional decision on this case on 25 November 2021. I wanted to give both parties the chance to respond before I came to my final decision. I ha... (4 pages)View decision -
Decision Reference DRN-4867534
17 Jul 2024 Madison CF UK Limited Not upheldBanking and PaymentsDRN-4867534 The complaint Mr G complains that Madison CF UK Limited (trading as 118 118 Money) lent irresponsibly. What happened 118 118 Money approved Mr G for a credit card with a £1,200 limit on 3 July 2021. Mr G says 118 118 Money didn’t carry out proper affordability checks befor... (3 pages)View decision -
Decision Reference DRN3249328
4 Mar 2019 Gain Capital UK Limited Not upheldInvestment and pensionsMr G’s complaint is about his contracts for differences (CFD) trading account with Gain Capital UK Limited (trading as City Index). He says City Index did as follows: Closed, without his consent, three specific trades on 31 May 2018. Unfairly declined his request... (5 pages)View decision -
Decision Reference DRN-3386904
25 Apr 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3386904 The complaint Mr W complains that Everyday Lending Limited lent to him irresponsibly. What happened Mr W took one loan with Everyday Lending. It was approved for him on 22 May 2019 for £3,100 repayable over 36 months at £247.09 each month. The total charge for credit was £5,795... (4 pages)View decision -
Decision Reference DRN-3732915
17 Oct 2022 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-3732915 The complaint Mr F complains that Sainsbury's Bank Plc irresponsibly gave him a loan that he couldn’t afford. For simplicity, I will refer to the business throughout as ‘Sainsbury’s’. What happened In November 2020, Mr F applied for a loan with Sainsbury’s. He was given a ... (4 pages)View decision -
Decision Reference DRN6630856
17 Aug 2017 Active Securities Limited UpheldBanking and creditMr W complains that Active Securities Limited trading as 247Moneybox lent him money that he couldn’t afford to repay.backgroundMr W took out 26 loans with Moneybox between 2010 and 2013. He said it was irresponsible to agree to lend.Moneybox didn’t agree the lending w... (3 pages)View decision -
Decision Reference DRN-1457127
23 Jun 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-1457127 The complaintMr M complains that Nationwide Building Society increased the credit limit on his credit card when it should have known that he could not afford it. What happenedMr M had a credit card with Nationwide. Nationwide increased his credit limit in April 2012 and again i... (2 pages)View decision -
Decision Reference DRN-3427947
4 May 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3427947 The complaint Mr S complains that Nationwide Building Society provided him with extensions to his overdraft facility limit. Mr S says that manual checks of his bank account would have made it clear at the time the credit was being offered to him that it was not affordable. What... (3 pages)View decision -
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