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 DRN8914083
22 Jan 2020 TSB Bank plc Not upheldBanking and creditMr S complains that TSB Bank Plc won’t refund payments he says he didn’t make or authorise and that it’s closed his account. backgroundMr S’s bank statements show that online payments to a betting firm (which I’ll call G) totalling over £18,000 were made between May and September 2016. In ... (2 pages)View decision -
Decision Reference DRN2248553
3 May 2018 Gain Credit LLC UpheldBanking and creditMr F complains that Gain Credit LLC (trading as Lending Stream LLC) lent money to him that he could not afford to repay.backgroundMr F entered into 12 loans with Lending Stream between September 2012 and June 2014. He says that Lending Stream did not carry out suffic... (2 pages)View decision -
Decision Reference DRN1834223
25 Sep 2018 Total Home Loans Direct Limited UpheldBanking and creditMr H complains that Total Home Loans Direct Limited, trading as THL Direct, gave him loans he couldn’t afford to repay.backgroundMr H took out ten loans with THL Direct between September 2014 and October 2016. His first two loans were payday loans repayable within a ... (2 pages)View decision -
Decision Reference DRN9759043
4 Oct 2016 Wage Day Advance Limited UpheldBanking and creditMiss G complains that Wage Day Advance Limited (“Wage Day”) gave her loans without checking that she could afford to repay them. She wants all interest paid refunded and the final loan removed from her credit records.backgroundIn my provisional decision I set out why I... (2 pages)View decision -
Decision Reference DRN-4649040
13 Mar 2024 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-4649040 The complaint Mr P says North Edinburgh and Castle Credit Union Limited, trading as Castle Community Bank, lent irresponsibly when providing him with a loan in 2021. What happened In November 2021, North Edinburgh and Castle Credit Union loaned Mr P £4,000 over a 48- month term... (2 pages)View decision -
Decision Reference DRN0788688
8 Mar 2019 Valour Finance Limited Not upheldBanking and creditMr O complains that Valour Finance Limited (trading as Savvy.co.uk) gave him an instalment loan irresponsibly. He wants a refund of his interest and charges and for negative information to be removed from his credit file.backgroundMr O took out one instalment loan from ... (2 pages)View decision -
Decision Reference DRN-4606402
8 Feb 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4606402 The complaint Miss M complains that Zopa Bank Limited (“Zopa”) irresponsibly gave her a credit card she couldn’t afford. What happened In April 2023 Miss M applied for and was approved for a Zopa credit card. She was given a credit limit of £1,200 for spending and an additional... (2 pages)View decision -
Decision Reference DRN-3714857
7 Oct 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3714857 The complaint Mr B says he had multiple accounts with overdraft facilities with HSBC UK Bank Plc (“HSBC”) and that the charges applied have been excessive, unfair and caused him financial difficulties. What happened Mr B held three accounts with HSBC two of which were jointly h... (3 pages)View decision -
Decision Reference DRN8839230
7 Dec 2017 Madison CF UK Limited Not upheldBanking and creditMr A complains that Madison CF UK Limited (trading as 118 118 Money) lent him money that he couldn’t afford to pay back. He feels it acted irresponsibly.backgroundMr A took out a loan of £1,000 for 24 months with 118 118 Money in 2015 to repay his existing debts. He a... (2 pages)View decision -
Decision Reference DRN2651621
19 Oct 2016 Cfo Lending Limited UpheldBanking and creditMr C complains that Cfo Lending Limited (“Cfo”) agreed to give him two loans that he couldn’t afford to repay.backgroundMr C first borrowed from Cfo in June 2013 – the loan was for £240. He rolled that loan over once before repaying it in July 2013. Mr C took his... (2 pages)View decision
