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 4727 results
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Decision Reference DRN4107809
15 Feb 2018 NewDay Ltd UpheldBanking and creditMr W complains that it was irresponsible for NewDay Limited to give him a credit card and then to increase his credit limit.backgroundMr W opened a credit card account with NewDay in 2014. Later that year he entered into a debt management plan and NewDay sold his acco... (2 pages)View decision -
Decision Reference DRN-3907646
30 Jan 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-3907646 The complaint Mr K complains that Capital One (Europe) plc lent to him irresponsibly when it approved two credit cards. What happened Mr K applied for a credit card with Capital One in July 2021. Capital One approved the application and gave Mr K a credit card with a credit lim... (3 pages)View decision -
Decision Reference DRN5882847
22 Jun 2020 Oakbrook Finance Limited UpheldBanking and creditMrs E thinks that Oakbrook Finance Limited, trading as Likely Loans, treated her unfairly when it lent her money in August 2018.background In August 2018, Likely Loans lent Mrs E £1,000, which Mrs E agreed to repay, with interest, over 12 months. The monthly repayments were £115.96, and if... (3 pages)View decision -
Decision Reference DRN-3036281
17 Sep 2021 Nationwide Building Society UpheldBanking and PaymentsDRN-3036281 The complaint Miss G’s complaint came up because of the way Nationwide Building Society handled her basic account when it went overdrawn. Her complaint has expanded, as she’s unhappy with the steps Nationwide have taken over the years to help her with her mental health issues a... (6 pages)View decision -
Decision Reference DRN-3885848
18 Apr 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3885848 The complaint Mr A complains that National Westminster Bank Plc added a marker at CIFAS, the national fraud database, when it closed his account. What happened NatWest said that it received a report that credits of £1,680 paid into Mr A’s account on 23 January 2017 were fraudul... (3 pages)View decision -
Decision Reference DRN-3784334
17 Nov 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3784334 The complaint Mr M complains that Barclays Bank UK PLC trading as Barclaycard irresponsibly gave him a credit card that he couldn’t afford. For simplicity, I will refer to the business throughout as ‘Barclaycard’. What happened In March 2016, Mr M applied for a credit card with... (2 pages)View decision -
Decision Reference DRN-2887958
12 Jan 2022 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2887958 The complaint Miss R complains that Capital One (Europe) plc won’t reimburse her the money she paid to what she says was an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the k... (2 pages)View decision -
Decision Reference DRN-3314458
14 Feb 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3314458 The complaint Mr and Mrs S complain that HSBC UK Bank Plc (“HSBC”) has refused to refund payments they made using their HSBC Visa debit card. They made these payments to Optionstarsglobal, which turned out to be a fraudulent binary options company. What happened The circumstan... (5 pages)View decision -
Decision Reference DRN0933751
13 Dec 2017 Amigo Loans Ltd Not upheldBanking and creditMr L complains that three guarantor loans from Amigo Loans Limited (“ALL”) were unaffordable and so ALL was irresponsible to lend to him.backgroundMr L took out three loans from ALL as follows:-LoanDate of LoanAmountTermMonthly payment1.14/4/2010£3,30036 months£151.192.22... (3 pages)View decision -
Decision Reference DRN6013223
30 Mar 2020 Barclays Bank UK PLC Not upheldBanking and creditComplaintMr G and Mrs G have complained that Barclays Bank UK PLC won’t refund a transaction, which they say they didn’t make.BackgroundMr G and Mrs G want Barclays to refund a £900 payment to a betting shop, which was made with Mr G’s debit card and PIN. Mr G said he didn’t authorise the ... (4 pages)View decision
