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 5162 results
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Decision Reference DRN2187274
12 Dec 2018 CURO TRANSATLANTIC LIMITED UpheldBanking and creditMrs R complains that CURO TRANSATLANTIC LIMITED (trading as Wage Day Advance) gave her a loan that was unaffordable. backgroundIn 2014 Mrs R took out a loan of £100 with Wage Day Advance. It was a payday loan, and was repaid on schedule less than two weeks later in one... (3 pages)View decision -
Decision Reference DRN5588229
20 Apr 2016 Aviva Life & Pensions UK Limited Not upheldInvestment and pensionsMr B believes Aviva Life & Pensions UK Limited (Aviva) wrongly advised him to invest £12,000 in a bond in 1999 when he had an outstanding mortgage of £33,000 at the time.backgroundMr B surrendered this bond in 2004, receiving back his initial capital but no invest... (2 pages)View decision -
Decision Reference DRN4467873
18 May 2018 Gain Credit LLC UpheldBanking and creditMr G complains about the loans he took out with Gain Credit LLC trading as Lending Stream. He says that after the fourth or fifth loans they became unaffordable. But Lending Stream continued to lend to him. He says the repetition and frequency of his borrowing was... (7 pages)View decision -
Decision Reference DRN9260897
28 Jun 2019 PDL Finance Limited UpheldBanking and creditMiss G complains that PDL Finance Limited, trading as Mr Lender, lent to her irresponsibly.backgroundI attach my provisional decision dated 20 June 2019, which forms part of this final decision and should be read in conjunction with it. In my provisional decision I ex... (5 pages)View decision -
Decision Reference DRN7010560
7 Mar 2017 National Westminster Bank Plc Not upheldBanking and creditMr D complains that, although National Westminster Bank Plc raised a chargeback claim for a large number of transactions with an online company and credited his account with the amount of money involved, it then re-debited it some months later.backgroundMr D told us he... (2 pages)View decision -
Decision Reference DRN6392147
6 May 2020 National Westminster Bank Plc Not upheldBanking and creditMr J has complained National Westminster Bank Plc won’t refund transactions he didn’t make.backgroundIn early 2015 Mr J got a letter from his mortgage provider saying they’d not been able to collect his mortgage payments by direct debit because of insufficient funds. He realised money was ... (4 pages)View decision -
Decision Reference DRN8652511
10 Jul 2018 Uncle Buck Finance LLP UpheldBanking and creditMr B complains that Uncle Buck Finance LLP gave him loans that were unaffordable.backgroundDuring 2015 and 2016 Mr B borrowed ten loans from Uncle Buck, as follows: loan Amount loan dateloan typeRepayment date 1 £150 9.2.15Payday26.2.152 £100 3.3.15Payday13.3.153 £150 16.3.... (4 pages)View decision -
Decision Reference DRN1870793
17 Jul 2019 CMC Markets UK plc Not upheldInvestment and pensionsMr B complains that he is unhappy with the service provided by CMC Markets UK Plc (“CMC”) while trading contracts for difference (CFDs).backgroundI issued my provisional decision in June 2019 which is attached and forms part of my final decision. In this I set out why I didn’t think Mr B’s... (6 pages)View decision -
Decision Reference DRN5645987
15 Jul 2016 Express Finance (Bromley) Limited Not upheldBanking and creditMr C complains that Express Finance (Bromley) Limited, trading as Payday Express, shouldn’t have lent to him in 2012. backgroundMr C took out a ‘running account credit’ loan with Payday Express in July 2012. This worked in a different way from a payday loan – it had a ... (2 pages)View decision -
Decision Reference DRN-4768772
14 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4768772 The complaint Miss B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2021 Miss B was told by Monzo that they were closing her account. They also lodged a fraud-related marker on her record with CIF... (2 pages)View decision
