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-5048353
11 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5048353 The complaint Mr D complains that Barclays Bank UK PLC blocked his account without good reason or justification and that it then sought detailed and extensive information from him about the operation of the account. What happened On 6 April 2024 Mr D found out that he was un... (2 pages)View decision -
Decision Reference DRN6585787
22 Sep 2016 Lending Stream Llc UpheldBanking and creditMr A says that Lending Stream Llc (‘LS’) shouldn’t have given him loans.backgroundMr A took seven loans from LS between 2011 and 2013. He says that he was having money troubles at the time and getting all these loans just made things worse.LS has said it did consi... (3 pages)View decision -
Decision Reference DRN0975403
18 Dec 2019 Provident Personal Credit Limited UpheldBanking and creditMr H says Provident Personal Credit Limited (trading as Satsuma Loans) irresponsibly lent to him.backgroundThis complaint is about seven instalment loans Satsuma provided to Mr H between January and August 2017. Mr H’s borrowing history is as follows: Loan numberPrincipal (£)StartEndTotal ... (6 pages)View decision -
Decision Reference DRN5872935
11 Mar 2021 DTW Associates Limited UpheldBanking and creditMr H has complained that DTW Associates Limited trading as Auto Advance Logbook Loans (“DTW”) was irresponsible to have agreed credit for him. background DTW provided Mr H with a loan of £1,500 on 13 August 2018. The total repayable including interest and charges came to £4,020, to be repa... (5 pages)View decision -
Decision Reference DRN-3280295
14 Feb 2022 MBNA Limited Not upheldBanking and PaymentsDRN-3280295 The complaint Mr W complains that MBNA Limited won’t refund credit card payments he was tricked into making towards a fictitious investment. What happened The detailed background to this complaint is well known to both parties, so I’ll only provide an overview of some of the ke... (5 pages)View decision -
Decision Reference DRN-5494879
30 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5494879 The complaint Miss K complains that NewDay Ltd trading as Aqua was irresponsible in its lending to her. What happened Miss K was provided with an Aqua credit card account in December 2021 with an initial credit limit of £1,200. Miss K has explained that she had fled domestic... (4 pages)View decision -
Decision Reference DRN-4605353
21 Feb 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4605353 The complaint Mr C complains Nationwide Building Society didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr C has several accounts with Nationwide and has been a customer of theirs since 2013. Mr C says he received a friend request on a ... (3 pages)View decision -
Decision Reference DRN9047996
22 Aug 2016 Europaische Reiseversicherung AG UpheldInsurance (excluding PPI)Mr and Mrs C complain that Europaische Reiseversicherung AG (ERV) didn’t pay their holiday cancellation claim under their travel insurance.backgroundMr and Mrs C renewed their annual travel policy with ERV in November. They each declared two medical conditions which ERV acc... (3 pages)View decision -
Decision Reference DRN6155883
23 Apr 2018 Gain Credit LLC UpheldBanking and creditMr S complains that Gain Credit LLC gave him loans that he couldn’t afford to repay. He asks that it refunds interest and charges.backgroundMr S took out ten loans with Gain Credit which he says weren’t affordable. The adjudicator recommended that the complaint should ... (2 pages)View decision -
Decision Reference DRN-3119559
4 Jan 2022 TFS Loans Limited UpheldConsumer CreditDRN-3119559 The complaint Mr R complained that TFS Loans Limited lent to him irresponsibly and provided him with loans that were unaffordable. What happened TFS provided loans to Mr R as follows: Loan Date of loan Loan amount Term (months) Monthly repayment Interest (APR) Total amount 1 06... (5 pages)View decision
