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 DRN3012493
3 Sep 2018 Elevate Credit International Limited Not upheldBanking and creditMiss T complains that Elevate Credit International Limited (trading as Sunny) gave her loans that she couldn’t afford to repay.backgroundMiss T was given four loans by Sunny between August and October 2017. Each of the loans was repayable in six monthly instalments. At... (2 pages)View decision -
Decision Reference DRN-5527434
21 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5527434 The complaint Mr G complains that National Westminster Bank Public Limited Company (NatWest) have irresponsibly lent to him. Mr G is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they... (2 pages)View decision -
Decision Reference DRN-3150511
24 Nov 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3150511 Complaint Mr R has complained that HSBC UK Bank Plc (“HSBC”) unreasonably continued applying charges to his overdraft in circumstances where it unreasonably allowed him to continually exceed his agreed limit. Background One of our adjudicators looked at this complaint and HSBC... (2 pages)View decision -
Decision Reference DRN7558192
27 Nov 2018 Nationwide Building Society Not upheldBanking and creditMr F complains that Nationwide Building Society withdrew his overdraft facility and wouldn’t accept his offer to reduce it by £50 per month.backgroundMr F had an overdraft facility of £500 on his current account with Nationwide. In May 2018 Nationwide wrote to Mr F ... (2 pages)View decision -
Decision Reference DRN2915545
6 Sep 2019 Novaloans Ltd Not upheldBanking and creditMr S complains that Novaloans Ltd (trading as CASH4UNOW.CO.UK) lent him money that he couldn’t afford to repay.backgroundMr S took out two loans with CASH4UNOW in March and September 2014. The loans were for £300 and £500 and were each repayable in three monthly instalments.Mr S says he wa... (2 pages)View decision -
Decision Reference DRN2871140
2 May 2017 CURO TRANSATLANTIC LIMITED UpheldBanking and creditMrs D complains that Curo Transatlantic Limited trading as Wage Day Advance (WDA) gave her unaffordable payday loans. She wants it to write off or reduce the debt she owes. backgroundMrs D had two loans from WDA in 2014. She said that at the time she wasn’t coping fi... (2 pages)View decision -
Decision Reference DRN1392724
25 Oct 2019 PSI-Pay Ltd Not upheldBanking and creditMrs O complains that PSI-Pay Ltd froze and closed her account. She wants PSI to allow her access to the money remaining in her account. backgroundMrs O had an account with PSI.On 16 April 2018, PSI blocked Mrs O’s account. This meant she couldn’t access the money in her account. On 20 Apri... (2 pages)View decision -
Decision Reference DRN-1397898
21 Jan 2020 Evergreen Finance London Limited Not upheldConsumer CreditDRN-1397898 The complaintMr H says Evergreen Finance London Limited trading as Moneyboat lent to him irresponsibly. He says he couldn’t afford the loan as he already had other payday loans and creditors. He thinks Moneyboat should’ve seen this and not lent to him. What happenedThis complai... (2 pages)View decision -
Decision Reference DRN-3634083
23 Mar 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3634083 The complaint Ms K complains that Bank of Scotland plc (‘BoS’) hasn’t refunded her for payments she sent to four investment scams. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in dispute so I... (2 pages)View decision -
Decision Reference DRN2733645
3 May 2018 CURO TRANSATLANTIC LIMITED Not upheldBanking and creditMr T complains that Curo Transatlantic Limited (trading as Wage Day Advance) gave him loans that he couldn’t afford.backgroundMr T took out a total of three loans with Wage Day between May and November 2013.Mr T says he was in a spiral of debt. He believes that if Wa... (2 pages)View decision
