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
-
Decision Reference DRN-5273847
15 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5273847 The complaint Miss F complains Nationwide Building Society (NBS) acted irresponsible when they agreed to her opening a credit card account, and subsequent credit limit increases. What happened In November 2022 Miss F applied for a credit card account with NBS. Her applicatio... (3 pages)View decision -
Decision Reference DRN-5511288
11 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5511288 The complaint Mr R complains that Monzo Bank Ltd (Monzo) acted irresponsibly in granting him a personal current account overdraft, and in increasing its limit. What happened Mr R has had a personal current account with Monzo for several years. In July 2022, Monzo granted Mr... (3 pages)View decision -
Decision Reference DRN-4567347
24 Jan 2024 Chetwood Financial Limited Not upheldBanking and PaymentsDRN-4567347 Complaint Mr J has complained about a credit card Chetwood Financial Limited (trading as “Wave”) provided to him. He says that had adequate checks been carried out, via the request of bank statements, he wouldn’t have been lent to. Background In May 2022, Wave provided Mr J wit... (3 pages)View decision -
Decision Reference DRN-3323748
25 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3323748 The complaint Ms B complains HSBC UK Bank Plc won’t reimburse money she lost when she fell victim to a scam. What happened Ms B was looking online for an investment opportunity after receiving money from a house sale and came across BinaryOnline. She was contacted by a Customer... (4 pages)View decision -
Decision Reference DRN-4745963
25 Apr 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4745963 The complaint Miss N has complained that Madison CF UK Limited trading as 118 118 Money (“Madison”) didn’t carry out sufficient affordability checks before it lent to her. What happened Miss N was granted one loan for £2,500 on 20 June 2020. Miss N was due to make 24 monthly r... (4 pages)View decision -
Decision Reference DRN1054355
27 Feb 2019 Casheuronet UK LLC UpheldBanking and creditMr G has complained about short-term loans granted to him by CashEuroNet UK LLC trading as “QuickQuid”. Mr G says he couldn’t afford these loans and that QuickQuid didn’t take appropriate steps to check whether he could afford them when he took them out. backgroundQuick... (5 pages)View decision -
Decision Reference DRN2953712
5 Jun 2018 SLL Capital Limited UpheldBanking and creditMr L’s complaint about SLL Capital Limited, trading as Safeloans, (SLL) can be summarised as follows: He believes SLL didn’t carry out robust affordability checks and lent to him irresponsibly He’s unhappy SLL obtained a Country Court Judgement (CCJ) without his kno... (8 pages)View decision -
Decision Reference DRN-4131118
21 Jun 2023 Chetwood Financial Limited Not upheldConsumer CreditDRN-4131118 The complaint Mrs A complains that Chetwood Financial Limited trading as LiveLend (LL) lent to her irresponsibly. What happened In March 2019 Mrs A applied to LL for a loan. LL approved the application and gave Mrs A a loan for £2000 repayable over a term of 24 months with mont... (2 pages)View decision -
Decision Reference DRN-2945616
1 Dec 2021 Nationwide Building Society Not upheldConsumer CreditDRN-2945616 The complaint Miss B complains that her loan with Nationwide Building Society (“Nationwide”) was lent to her irresponsibly. What happened In 2014 Miss B took out a £5,000 loan over 48 months. The loan was applied for and approved on Nationwide’s website. Miss B says she was in ... (3 pages)View decision -
Decision Reference DRN-5929326
7 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5929326 The complaint Mr C says Shawbrook Bank Limited (‘Shawbrook’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a loan. He says that he realistically couldn’t afford the loan as he was already in a debt m... (3 pages)View decision