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 4744 results
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Decision Reference DRN-5172181
30 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5172181 The complaint Ms F says Revolut Ltd (“Revolut”) refuses to refund her for transactions on her account she didn’t authorise. What happened The facts of this case are well known to both parties, and due to Ms F’s vulnerabilities, I understand it is beneficial to keep things sh... (2 pages)View decision -
Decision Reference DRN1607654
24 Dec 2019 Apfin Ltd UpheldBanking and creditMr L complains that his loan from Aprin Ltd (trading as cashasap.co.uk) was unaffordable.backgroundMr L borrowed £300 from CashASAP on 24 July 2016 which was repaid on 20 August 2016. He says if CashASAP had done better checks it would have realised he couldn’t afford the repayments. Mr L ... (2 pages)View decision -
Decision Reference DRN5062209
22 Dec 2017 MYJAR Limited Not upheldBanking and creditMr M complains that MYJAR Limited gave him loans that he couldn’t afford to repay.backgroundMr M was given three loans by MYJAR between December 2015 and January 2016. His first two loans were repayable the following month. His third loan was repayable in three, monthl... (2 pages)View decision -
Decision Reference DRN1955372
10 Oct 2018 Provident Personal Credit Limited Not upheldBanking and creditMr F complains that Provident Personal Credit Limited (“Provident”) lent to him irresponsibly. backgroundMr F took out two loans with Provident in 2012. One for £300 in March was settled a few months later but he took another loan out in September for £500 and this ... (2 pages)View decision -
Decision Reference DRN5493217
26 Feb 2020 National Westminster Bank Plc Not upheldBanking and creditMr O complains National Westminster Bank Plc will not refund some disputed transactions. He also complains about the service he received when he raised the matter.backgroundMr O says a number of transactions to an online bingo company – which were made from his account – were not made by h... (2 pages)View decision -
Decision Reference DRN2506680
15 Nov 2019 National Westminster Bank Plc Not upheldBanking and creditMr B and Mr R complain that National Westminster Bank Plc (NatWest) treated them unfairly by closing their joint current account.BackgroundOn 19 March 2019, NatWest sent letters to Mr B and Mr R separately. Both letters listed their joint current account ending 1740 and said:“We, National ... (2 pages)View decision -
Decision Reference DRN0448250
21 Apr 2015 Wage Day Advance Limited UpheldBanking and creditMr M complains that payday loans he took out with Wage Day Advance Limited were unaffordable. He’s also unhappy about the way it has investigated his complaint.backgroundMr M took out a payday loan with Wage Day and it was rolled over nine times before being paid o... (2 pages)View decision -
Decision Reference DRN0464826
31 Dec 2019 MBNA Limited Not upheldBanking and creditMrs N complains that MBNA Limited won’t reimburse her for her losses after she used her credit card to transfer money to an investment business that turned out to be a scam. backgroundMrs N opened a trading account with a business which I’ll refer to as “T”. T was a binary options trading... (2 pages)View decision -
Decision Reference DRN9574487
15 Jun 2015 Nationwide Building Society UpheldBanking and creditMr F complains that Nationwide Building Society unfairly re-debited his account with a fraudulent transaction, taking him overdrawn and causing him financial difficulty. backgroundMr F had a current account with Nationwide. He noticed three card transactions on his accoun... (2 pages)View decision -
Decision Reference DRN-4169063
21 Jun 2023 Metro Bank PLC Not upheldConsumer CreditDRN-4169063 The complaint Ms A complains that Metro Bank PLC trading as RateSetter (RS) lent to her irresponsibly. What happened In August 2022 Ms A applied for a loan with RS. RS approved the application and gave Ms A a loan for £4000 repayable over 48 months with a monthly repayment of £... (2 pages)View decision
