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 DRN9961077
9 Nov 2016 Express Finance (Bromley) Limited Not upheldBanking and creditMr C complained that Express Finance (Bromley) Limited (trading as Payday Express) gave him loans that he couldn’t afford to repay.background The background to this complaint was set out in the provisional decision I issued last month. An extract from this is attached ... (4 pages)View decision -
Decision Reference DRN-3272500
28 Feb 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3272500 The complaint Mr C complains that Nationwide Building Society failed to refund transactions he didn’t recognise. What happened Mr C transferred a large sum of money into his Nationwide account after he’d won the money using an online betting merchant I’ll refer to as M. The fun... (4 pages)View decision -
Decision Reference DRN-4730874
1 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4730874 The complaint Mr C has complained that Bank of Scotland plc trading as Halifax acted irresponsibly when it allowed him to continue using his overdraft when it had become unaffordable for him. Background Mr C held a current account with Halifax which had an overdraft facility on... (4 pages)View decision -
Decision Reference DRN-3410242
1 Apr 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3410242 The complaint Mr W complains Nationwide Building Society acted unfairly when it defaulted his accounts. What happened Mr W had two current accounts with Nationwide – a Flex account and a FlexDirect account. He says he’d been the victim of various phishing scams and there were t... (9 pages)View decision -
Decision Reference DRN4643305
27 Mar 2018 Madison CF UK Limited Not upheldBanking and creditMr M complains that Madison CF UK Limited (trading as 118118 Money) mis-sold him a loan he couldn’t afford.backgroundIn April 2016 Mr M borrowed £2,500 from 118118 Money. This was to be repaid in 24 monthly instalments of just under £200, paid by direct debit. But a... (2 pages)View decision -
Decision Reference DRN4769414
20 Apr 2018 Active Securities Limited UpheldBanking and creditMr C complains that Active Securities Limited trading as 247 Moneybox lent him money that he couldn’t afford to repay.backgroundMr C took out 13 loans with 247 Moneybox between January 2016 and March 2017. He doesn’t think it carried out enough checks before agreeing t... (3 pages)View decision -
Decision Reference DRN-5911742
17 Dec 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5911742 The complaint Miss J complains that OAKBROOK FINANCE LIMITED trading as Finio Loans (‘Oakbrook’) was irresponsible in its lending to her. She wants all interest and charges on her loan refunded and any adverse information removed from her credit file. What happened Miss J’s ... (3 pages)View decision -
Decision Reference DRN-5288699
13 Feb 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5288699 The complaint Mr M complains that Capital One (Europe) plc was irresponsible in its lending to him. He wants all interest and charges he has paid refunded along with statutory interest and any adverse information recorded in regard to this account removed from his credit fil... (3 pages)View decision -
Decision Reference DRN-3377814
7 Apr 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3377814 The complaint Miss M says the charges HSBC UK Bank Plc (“HSBC”) applied to her overdraft were unfair and made it extremely difficult to pay off. She is also unhappy about the amount of compensation awarded to her following an internal review of its recoveries process. What happ... (3 pages)View decision -
Decision Reference DRN-5584221
24 Sep 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5584221 The complaint Mr C complains that Admiral Financial Services Limited trading as Admiral Money lent to him irresponsibly. What happened Mr C applied to Admiral for a loan which was agreed on the following terms: Date Amount Term Monthly repayment Total payable16 November 202... (3 pages)View decision