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 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 -
Decision Reference DRN-2294968
29 Mar 2021 1plus1 Loans Limited UpheldConsumer CreditDRN-2294968 Complaint Miss A has complained that 1plus 1 Loans Limited (trading as “1plus 1 Loans”) provided her with an unaffordable guarantor loan at a time when she had a gambling addiction. Background 1plus 1 Loans provided Miss A with a loan of £4,000.00 in May 2018. This loan had an... (6 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 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-3272586
24 Jan 2022 Bamboo Limited UpheldConsumer CreditDRN-3272586 The complaint Mr S complains about two loans from Bamboo Limited, trading as Bamboo Loans, (“Bamboo”), which he says were unaffordable. What happened Mr S was given two loans by Bamboo. Loan 1 was for £5,000 and was taken out in March 2019. Loan 2 was for £5,200 and was taken o... (8 pages)View decision -
Decision Reference DRN-4823949
30 May 2024 Fairscore Ltd UpheldConsumer CreditDRN-4823949 Complaint Mrs B has complained about a loan Fairscore Ltd (trading as “Updraft”) provided to her. She says the loan was unaffordable for her and so shouldn’t have been provided to her in the first place. Background Updraft provided Mrs B with a loan for £1,500.00 in August 2022... (4 pages)View decision -
Decision Reference DRN7724081
6 Jun 2018 WDFC UK Limited UpheldBanking and creditMr G complains that WDFC UK Limited (Wonga) was irresponsible giving him loans.backgroundMr G took 50 loans between December 2011 and October 2015. Some had ‘top-up’ advances added to them. Wonga provided details of the lending and I used it to create a table of loa... (10 pages)View decision -
Decision Reference DRN-2755659
21 Jun 2021 PDL Finance Limited UpheldConsumer CreditDRN-2755659 The complaint Mr B says PDL Finance Limited trading as Mr Lender lent to him irresponsibly. He says that he needed to borrow again from Mr Lender, and other payday lenders, to repay the loans. He thinks Mr Lender should’ve found out about this and not lent to him. What happene... (5 pages)View decision -
Decision Reference DRN0696358
3 Sep 2021 Nationwide Building Society UpheldBanking and creditI issued a provisional decision in this complaint about Nationwide Building Society on 21 July 2021. It contains the relevant background information and sets out my provisional findings. For completeness, a copy is annexed to this final decision. background In brief summary, I was minded t... (12 pages)View decision -
Decision Reference DRN-3689799
20 Sep 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3689799 The complaint Miss B complains that NewDay Ltd trading as Aqua have irresponsibly lent to her. What happened Miss B was accepted for a NewDay branded credit card in February 2020 with a £900 credit limit. This was later increased to £1,650 in August 2020. She says that NewDay i... (4 pages)View decision
