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 DRN-3216525
16 Dec 2021 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-3216525 The complaint Mr L complains that Sainsbury’s Bank Plc failed to refund several transactions he didn’t recognise that were made from his credit card account. What happened Mr L received a fraud text on his phone and spoke with Sainsbury’s about several transactions. Three large... (5 pages)View decision -
Decision Reference DRN1642438
29 Apr 2019 NewDay Ltd UpheldBanking and creditMr G complains that NewDay Ltd (trading as Aqua) was irresponsible when it increased the credit limit on his credit card account. backgroundThe background to this complaint, and my initial conclusions, were set out in my provisional decision dated 29 March 2019 – a c... (6 pages)View decision -
Decision Reference DRN-2810472
11 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2810472 The complaint Mr H complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr H opened his Aqua card account in 2012. Aqua increased his credit limits as follows: Date Old Limit New Limit June 2012 - £500 November 2012 £500 £750 April 2013 £750... (7 pages)View decision -
Decision Reference DRN-2968728
15 Dec 2021 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-2968728 The complaint Mr L complains that Sainsbury’s Bank Plc failed to refund several transactions he didn’t recognise that were made from his credit card account. What happened Mr L received a fraud text on his phone and spoke with Sainsbury’s about several transactions. Three large... (5 pages)View decision -
Decision Reference DRN-3824350
16 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3824350 The complaint Mr R complains that HSBC UK Bank Plc hasn’t refunded him after he fell victim to an impersonation scam. What happened Mr R received a message from a number he didn’t have saved on his phone. It began with, ‘Hi mum its me x I have a new phone this is my new number.... (4 pages)View decision -
Decision Reference DRN-2872584
25 Jan 2022 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-2872584 The complaint Mr L complains that Marks & Spencer Financial Services Plc won’t reimburse money he lost when he fell victim to a scam. What happened Mr L says after completion of an application to obtain bitcoins he was approached by a firm providing financial services. I’ll... (4 pages)View decision -
Decision Reference DRN-5700646
18 Jul 2025 Nationwide Building Society UpheldConsumer CreditDRN-5700646 The complaint Mr J has complained, through a family member that Nationwide Building Society (“Nationwide”) gave him credit in the form of overdrafts and loans that weren’t affordable. What happened In August 2023, Mr J was granted a personal loan of £1,000 to be repaid over... (4 pages)View decision -
Decision Reference DRN-4005639
12 May 2023 Advantage Finance Ltd Not upheldConsumer CreditDRN-4005639 The complaint Miss T complains that Advantage Finance Ltd (“Advantage”) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In April 2018, Miss T acquired a used car financed by a hire purchase agreement from Advantage. Miss T was req... (2 pages)View decision -
Decision Reference DRN-1323656
5 Dec 2019 Barclays Bank UK PLC Not upheldBanking and PaymentsThe complaint Mr P complains that Barclays Bank UK Plc (trading as Barclaycard) are holding him liable for credit card transactions that he says he didn’t make or otherwise authorise. What happened Between 8.30pm on 26 January 2019 and 12.43am on 27 January 2019 there were ten payments mad... (2 pages)View decision -
Decision Reference DRN7655611
23 Apr 2019 Loans 2 Go Limited UpheldBanking and creditMr M complains that Loans 2 Go Limited (“L2G”) irresponsibly gave him a loan he couldn’t afford to pay. backgroundMr M was given a loan of £250 in May 2018. The loan was to be repaid in 18 monthly instalments of £56 and it had an APR of 961%. One of our adjudic... (2 pages)View decision
