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 4808 results
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Decision Reference DRN-2958221
14 Sep 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2958221 The complaint Mr S complains about HSBC UK Bank Plc’s decision to restrict his account while carrying out a review. What happened In October 2019, Mr S received a payment into his account. The transaction was flagged for review and HSBC restricted Mr S’s account. HSBC got in to... (3 pages)View decision -
Decision Reference DRN5734098
10 Mar 2020 Gain Credit LLC UpheldBanking and creditMiss W complains about four instalment loans that she took out with Gain Credit LLC, trading as Lending Stream, (“LS”). She said, in summary, that LS shouldn’t have given her the loans as they were unaffordable. backgroundThis complaint is about four short term loans LS provided to Miss W... (5 pages)View decision -
Decision Reference DRN2998105
16 May 2017 Casheuronet UK LLC UpheldBanking and creditMr M has complained about three instalment loans given to him by Casheuronet UK LLC (trading as Pounds to Pocket). Mr M took out his first loan in September 2012, his second loan in April 2013 and his final loan in January 2014. Mr M has said the loans were unafford... (5 pages)View decision -
Decision Reference DRN-1662745
9 Sep 2020 UK Credit Limited UpheldConsumer CreditDRN-1662745The complaintMr C complains about a guarantor loan provided to him by UK Credit Limited (“UKC”) which he says was unaffordable. What happenedUKC provided Mr C with a loan of £10,000 on 30 October 2017 which was secured by a guarantor. The loan was to be repaid over five years wi... (4 pages)View decision -
Decision Reference DRN5588229
20 Apr 2016 Aviva Life & Pensions UK Limited Not upheldInvestment and pensionsMr B believes Aviva Life & Pensions UK Limited (Aviva) wrongly advised him to invest £12,000 in a bond in 1999 when he had an outstanding mortgage of £33,000 at the time.backgroundMr B surrendered this bond in 2004, receiving back his initial capital but no invest... (2 pages)View decision -
Decision Reference DRN7010560
7 Mar 2017 National Westminster Bank Plc Not upheldBanking and creditMr D complains that, although National Westminster Bank Plc raised a chargeback claim for a large number of transactions with an online company and credited his account with the amount of money involved, it then re-debited it some months later.backgroundMr D told us he... (2 pages)View decision -
Decision Reference DRN6392147
6 May 2020 National Westminster Bank Plc Not upheldBanking and creditMr J has complained National Westminster Bank Plc won’t refund transactions he didn’t make.backgroundIn early 2015 Mr J got a letter from his mortgage provider saying they’d not been able to collect his mortgage payments by direct debit because of insufficient funds. He realised money was ... (4 pages)View decision -
Decision Reference DRN0594261
7 Mar 2018 TM Advances Limited Not upheldBanking and creditMr D complains that TM Advances Limited was irresponsible in granting him several loans. backgroundMr D took out four loans with TM. The first was for £3,000 in June 2014 and the second was for £2,000 in July 2014. The first was for three years and the second for ... (2 pages)View decision -
Decision Reference DRN-3680453
12 Oct 2022 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-3680453 The complaint Miss C complains that Shop Direct Finance Company Limited (“Shop Direct”), provided her with a catalogue shopping account that she could not afford, and continued to increase her credit limit when it shouldn’t have. What happened In January 2013 Shop Direct approv... (2 pages)View decision -
Decision Reference DRN-5096946
25 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5096946 The complaint Mr S has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In March 2024 Mr S was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record wit... (2 pages)View decision
