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 4764 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 DRN-4400143
18 Oct 2023 Salad Finance Limited Not upheldConsumer CreditDRN-4400143 The complaint Miss K says Salad Finance Limited, trading as Salad Money, irresponsibly lent to her. What happened Miss K took out a £1,000 loan over 12 months from Salad Money on 12 October 2021. The monthly repayments were £112.58 and the total repayable was £1,347.48. Miss K ... (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 DRN-4777006
5 Jun 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4777006 The complaint Mr S has complained Metro Bank PLC won’t refund money for 12 transactions authorised in error. What happened In May 2023 Mr S was using his account with a gambling company (who I’ll call P). He believed his transactions weren’t being authorised so kept making addi... (2 pages)View decision -
Decision Reference DRN-2676489
31 Mar 2021 Nationwide Building Society UpheldBanking and PaymentsDRN-2676489 The complaint Ms B believes that Nationwide Building Society lent to her irresponsibly by authorising her for a credit card which wasn’t affordable for her. What happened In January 2015, Ms B applied for a new credit account with Nationwide - with whom she also held a current ... (3 pages)View decision -
Decision Reference DRN6626361
26 Mar 2014 Barclays Bank Plc Not upheldBanking and creditMiss O complains that Barclays Bank Plc held her responsible for transactions that she says she did not make herself. Miss O is represented by her mother in referring her complaint. backgroundMiss O received an inheritance of nearly £80,000 in October 2012, which she deposited into a s... (2 pages)View decision -
Decision Reference DRN-3394157
8 Apr 2022 PDL Finance Limited Not upheldConsumer CreditDRN-3394157 The complaint Ms E says PDL Finance Limited (trading as Mr Lender) irresponsibly lent to her. What happened This complaint is about one instalment loan Mr Lender provided to Ms E in March 2021. The loan was for £200 and was to be repaid in six instalments, with the highest bein... (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 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 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
