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 5443 results
-
Decision Reference DRN0861823
24 Apr 2019 Bank of Scotland Plc UpheldBanking and creditMiss K complains that Bank of Scotland plc (BoS) gave her incorrect information about payments made to her account.backgroundThe investigator has set out the facts in some detail in her opinion and I trust both parties will understand there is no need to rehearse th... (2 pages)View decision -
Decision Reference DRN-4146707
5 Jun 2023 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4146707 The complaint Mr B complains that HSBC UK Bank Plc lent to him irresponsibly. What happened In December 2019 Mr B applied for a loan with HSBC. HSBC approved the application and gave Mr B a loan for £13,500 repayable over a term of 60 months with monthly repayments of £274.58. ... (2 pages)View decision -
Decision Reference DRN-5840751
24 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5840751 The complaint Miss F has complained National Westminster Bank Public Limited Company won’t refund transactions she didn’t make. She’s also concerned at how NatWest managed her complaint. What happened In July 2024 Miss F suddenly noticed many transactions made using her NatW... (2 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-3521004
22 Jun 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3521004 The complaint Miss R complains that National Westminster Bank Plc (“NatWest”) allowed her account to become overdrawn and says that as her balance showed she was in credit she spent money she didn’t have. What happened Miss R held a bank account with NatWest there was no arrang... (2 pages)View decision -
Decision Reference DRN6251036
10 Nov 2017 Casheuronet UK LLC UpheldBanking and creditMr E complains that CashEuroNet UK LLC (trading as Pounds to Pocket) gave him a loan that he couldn’t afford.backgroundMr E took out a loan for £850 with Pounds to Pocket in 2012. The loan was due to be repaid by 11 monthly instalments of around £134 each.Mr E beli... (2 pages)View decision -
Decision Reference DRN-5900727
4 Feb 2026 Western Circle Ltd Not upheldConsumer CreditDRN-5900727 The complaint Western Circle Ltd trading as Cashfloat (‘Cashfloat’) provided Mr H with a loan in August 2024. The loan was a short-term loan of £300 to be repaid over three months. The loan ran to term. Mr H says the credit was provided irresponsibly. What happened The deta... (2 pages)View decision -
Decision Reference DRN-5912511
30 Dec 2025 Quidie Limited UpheldConsumer CreditDRN-5912511 The complaint Miss H complains that Quidie Limited trading as Fernovo lent to her multiple times irresponsibly. What happened Loan Date taken Date repaid Highest monthly repayment (rounded) Loan Amount Number of instalments 1 07/05/2020 16/07/2020 £73 £1503 2 23/07/2020 25/0... (14 pages)View decision -
Decision Reference DRN7376313
9 Sep 2016 Casheuronet UK LLC UpheldBanking and creditMr C complains that Casheuronet UK LLC (trading as Pounds to Pocket and Quick Quid) gave him loans he couldn’t afford to repay. He asks that it writes off the debt, corrects his credit file and pays compensation.backgroundMr C took five loans from Quick Quid from Augu... (2 pages)View decision