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-3442045
12 May 2022 N26 Bank GmbH Not upheldBanking and PaymentsDRN-3442045 The complaint Miss A complains N26 Bank GmbH unfairly recorded a Cifas marker against her on the national fraud database. She wants the marker removed. What happened Our investigator stated the background facts that led to Miss A’s complaint in their view. I find no need to rep... (4 pages)View decision -
Decision Reference DRN9253905
28 Nov 2019 Madison CF UK Limited UpheldBanking and creditMr L complains that Madison CF UK Limited trading as 118 118 Money was irresponsible when it provided him with three loans between October 2015 and August 2017. backgroundMr L took three loans with 118 118 Money. Each of them was due to be repaid through 24 monthly instalments. The first w... (9 pages)View decision -
Decision Reference DRN3943771
31 May 2013 Nationwide Building Society Not upheldBanking and creditMr and Mrs B say Nationwide Building Society is wrong to hold them responsible for a number of transactions made using Mr B’s card with a gambling website. backgroundThe money to fund the disputed transactions had first been transferred from Mr B’s savings account using his confidential... (2 pages)View decision -
Decision Reference DRN3456934
12 Sep 2016 Casheuronet UK LLC Not upheldBanking and creditMiss S complains that Casheuronet UK LLC – trading as Quick Quid - lent money to her over a number of years without properly checking if she could afford to repay it. She wants Quick Quid to refund the interest and any other charges she’s paid on those loans.backg... (2 pages)View decision -
Decision Reference DRN-4328254
6 Dec 2023 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4328254 The complaint Mr V is unhappy because although Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance upheld his unaffordability complaint, the interest applied under his agreement hasn’t been removed and he isn’t sure of his outstanding balance. What happened Mr V too... (2 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 DRN8054600
14 Jul 2017 WDFC UK Limited UpheldBanking and creditMrs S complains about payday loans she took out with WDFC UK Limited (trading as Wonga) which she says Wonga shouldn’t have given her because the loans weren’t affordable. backgroundA summary of Mrs S’s borrowing history is as follows; loan numberloan amountreceived d... (4 pages)View decision -
Decision Reference DRN-5880714
21 Oct 2025 PROPEL HOLDINGS (UK) LIMITED UpheldConsumer CreditDRN-5880714 The complaint Mrs M complains that PROPEL HOLDINGS (UK) LIMITED trading as Quid Market was irresponsible in its lending to her. She wants all interest and charges on the loans refunded along with 8% interest and compensation of £750 for the distress and anxiety the lending h... (4 pages)View decision
