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 5125 results
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Decision Reference DRN9692182
9 Jan 2019 Western Circle Limited Not upheldBanking and creditMr T says Western Circle Limited, trading as Cashfloat, lent to him irresponsibly.backgroundI sent both parties my provisional decision on this complaint on 18 December 2018. A copy of it is attached and it forms part of this final decision. I explained why I wasn’... (6 pages)View decision -
Decision Reference DRN0721005
4 Feb 2020 Tesco Personal Finance PLC Not upheldBanking and creditMr R complains Tesco Personal Finance PLC is holding him liable for a credit card debt which he says was opened and used by fraudsters.backgroundMr R complained to Tesco about a credit card which had been opened in his name. He said he had not made the application – and neither had he mad... (2 pages)View decision -
Decision Reference DRN4967695
21 Jul 2016 The Royal Bank of Scotland Plc Not upheldBanking and creditMr M complains that The Royal Bank of Scotland Plc (“RBS”) wrongly declined a payment that he made with his debit card.backgroundMr M complains that, having moved £40,000 into his card account, he attempted to make a £40,000 debit card payment at a bookmakers’ to c... (2 pages)View decision -
Decision Reference DRN-4036311
28 Apr 2023 Evergreen Finance London Limited UpheldConsumer CreditDRN-4036311 The complaint Mr S complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (MoneyBoat) gave him loans that weren’t affordable. What happened Mr S was advanced 12 instalment loans by MoneyBoat, and a summary of his borrowing follows in the table below. loan nu... (5 pages)View decision -
Decision Reference DRN8204515
11 Sep 2017 Casheuronet UK LLC Not upheldBanking and creditMr C complains that CashEuroNet UK LLC, trading as Pounds to Pocket, gave him loans he couldn’t afford to repay.backgroundMr C took out four instalment loans with Pounds to Pocket: loan one in March 2013, loan two in May 2013, loan three in September 2013 and loan... (6 pages)View decision -
Decision Reference DRN9584983
13 Aug 2018 Instant Cash Loans Limited Not upheldBanking and creditMr S complains that Instant Cash Loans Limited, trading as Payday UK, approved loans he applied for which were unaffordable and it was irresponsible of Payday UK to do that. backgroundMr S applied for and was approved for several loans and I set out three of them h... (5 pages)View decision -
Decision Reference DRN-3042863
28 Jan 2022 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-3042863 The complaint Mrs M complains that John Lewis Financial Services (trading as John Lewis Card Services) didn’t do enough to recover money nor protect her from the financial harm caused by a binary options trading scam company. What happened Mrs M was looking for part-time work o... (7 pages)View decision -
Decision Reference DRN4953311
20 Nov 2020 Madison CF UK Limited UpheldBanking and creditMr G has complained about a loan he took out with Madison CF UK Limited, trading as 118 118 Money. Mr G says it was irresponsible for the company to give him the loan as it should have been obvious he could not afford to pay it back. background I issued a provisional decision in this case ... (7 pages)View decision -
Decision Reference DRN-2909115
5 Jul 2021 Capital One (Europe) plc UpheldBanking and PaymentsDRN-2909115 The complaint Mr B complains that Capital One (Europe) plc trading as Capital One lent irresponsibly when it approved two credit cards in his name. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. In my provision... (3 pages)View decision -
Decision Reference DRN9109818
30 Apr 2013 The Royal Bank of Scotland Plc Not upheldBanking and creditMr T complains that RBS would not reinstate his overdraft and instead agreed a loan which he says was irresponsible.backgroundMr T had an overdraft limit of £4,000 and when online says he accidentally amended this to £250. He applied for this to be increased again but RBS did not agre... (2 pages)View decision
