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 4726 results
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Decision Reference DRN-5274025
13 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5274025 The complaint This complaint is brought on behalf of the estate of Mr B. Mrs B is acting as the deceased’s representative for the purposes of this complaint. She complains that National Westminster Bank Plc (‘NatWest’) irresponsibly increased the limits on two overdrafts. Sh... (4 pages)View decision -
Decision Reference DRN-1953560
29 Jun 2020 Gain Credit LLC Not upheldConsumer CreditThe complaint Mr M says Gain Credit LLC (trading as Lending Stream) irresponsibly lent to him. What happened This complaint is about two 6-month instalment loans Lending Stream provided to Mr M in April 2016 and September 2016. Details of these loans are set out below. LoanTaken outRepaidA... (3 pages)View decision -
Decision Reference DRN3387978
26 Oct 2018 Creation Consumer Finance Ltd UpheldBanking and creditMrs S complains that Creation Consumer Finance Ltd charged her cash handling fees on her credit card when she used it to purchase gift cards. backgroundIn March and April 2018 Mrs S used her Creation credit card to purchase three gift cards from the same retailer. One... (3 pages)View decision -
Decision Reference DRN7914721
15 Jun 2016 Santander UK Plc Not upheldBanking and creditMrs R complains that Santander UK plc allowed someone else to make payments and to transfer money from her account, without her consent. She’s lost more than £40,000 as a result. She’s brought this complaint with the help of her daughter, Mrs H. backgroundMrs R sold ... (4 pages)View decision -
Decision Reference DRN-3221027
14 Jan 2022 Valour Finance Limited UpheldConsumer CreditDRN-3221027 The complaint Mr B complains that Valour Finance Limited trading as Savvy.co.uk acted irresponsibly when lending to him. What happened Savvy provided Mr B with a loan as follows: Date Taken Date Repaid Monthly Instalments Loan Amount Monthly Repayment 08/05/2021 outstanding 15 ... (4 pages)View decision -
Decision Reference DRN6161442
10 Mar 2020 Avantcredit Of Uk, Llc UpheldBanking and creditComplaintMr C complains that AvantCredit Of UK, LLC (“AvantCredit”) acted irresponsibly by lending him money in March 2016.Background The background to this complaint and my provisional findings are set out in my provisional decision dated 21 February 2020 – a copy of which is attached and... (5 pages)View decision -
Decision Reference DRN9536513
30 Jun 2015 National Westminster Bank Plc Not upheldBanking and creditMr W complains that National Westminster Bank Plc will not refund fraudulent payments made from his account to an online gambling website.backgroundMr W disputes four payments made on the same date. The payments totalled £2,550 (£50, £500, £1,000 and £1,000) and result... (1 page)View decision -
Decision Reference DRN-3126685
23 Nov 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3126685 The complaint Mr P complains about Barclays Bank UK PLC trading as Barclaycard and their decision to approve his credit card application and subsequent credit limit increases. What happened Mr P applied for a credit card account with Barclays in July 2013. This application was ... (4 pages)View decision -
Decision Reference DRN3590889
26 Jul 2017 CURO TRANSATLANTIC LIMITED UpheldBanking and creditMr A complains that CURO TRANSATLANTIC LIMITED (trading as Wage Day Advance) gave him loans that he couldn’t afford to repay. He asks that it refunds interest and charges and removes information about the loans from his credit file.backgroundMr A took out 15 loans between ... (3 pages)View decision -
Decision Reference DRN0843343
30 Dec 2016 WDFC UK Limited UpheldBanking and creditMr M complains that WDFC UK Limited, trading as Wonga, gave him loans he couldn’t afford to repay. He asks that Wonga refunds interest and charges and pays compensation for the way it handled the situation when he couldn’t repay the loans.backgroundMr M took out 21 loa... (3 pages)View decision
