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 5443 results
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Decision Reference DRN0747651
23 Oct 2015 Lloyds Bank PLC Not upheldBanking and creditMr M complains that Lloyds Bank plc acted irresponsibly by allowing him to increase his overdraft. He also complains that Lloyds failed to refund interest and charges on his account after a debt management plan was put in place.backgroundIn late 2013 Mr M was able t... (2 pages)View decision -
Decision Reference DRN4716106
12 Aug 2015 National Westminster Bank Plc Not upheldBanking and creditMr K complains that National Westminster Bank plc will not refund unauthorised transactions made on his account. backgroundMr K says that someone used his stolen mobile phone and house keys to get information to enable them to access his bank account, using up his mo... (2 pages)View decision -
Decision Reference DRN-2961210
11 Jan 2022 PDL Finance Limited UpheldConsumer CreditDRN-2961210 The complaint Mr M complains that PDL Finance Limited trading as Mr Lender was irresponsible in its lending to him. What happened Mr M was provided with three loans by Mr Lender between December 2017 and February 2019. The details are set out below. Loan Amount Instalments Date... (4 pages)View decision -
Decision Reference DRN-4757290
26 Apr 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-4757290 The complaint Miss T complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided her with loans she couldn’t afford to repay because at the time she had four accounts on her credit file that were in default. What happened A summary of Miss... (4 pages)View decision -
Decision Reference DRN-4830715
3 Jun 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4830715 The complaint Ms T complains that Specialist Motor Finance Limited (SMFL) approved a Hire Purchase agreement for her without completing sufficient affordability checks. What happened In October 2019, Ms T acquired a used car financed through an agreement with SMFL. The cash pri... (6 pages)View decision -
Decision Reference DRN5843345
24 May 2017 Smart Currency Options Limited Not upheldInvestment and pensionsMr H, trading as ZH, complains Smart Currency Options Limited (SCOL) failed to explain the risks involved with his foreign exchange option contracts including its margin policy. This resulted in him suffering a large loss. If it had explained this issue clearly, he ... (2 pages)View decision -
Decision Reference DRN-3011355
24 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3011355 The complaint Mr B complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr B applied for a credit card with Aqua in March 2015 and it was agreed with a limit of £250. Increases were then made as follows: Date Limit March 2015 (new card) £250... (4 pages)View decision -
Decision Reference DRN-4763536
29 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4763536 The complaint Mr C has complained that Barclays failed to recognise that he was using his substantial overdraft facility to gamble via high-risk investment platforms. Background Mr C has had a current account with Barclays since the early 1980s. It currently has an exceptionall... (4 pages)View decision -
Decision Reference DRN-2278301
12 Jan 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2278301 The complaint Mr C complains that HSBC UK Bank Plc (“HSBC”) won’t refund a disputed transaction made from his account. What happened In July 2019, Mr C’s HSBC account was debited by £323 which went to an online betting website. Mr C says that he didn’t make this transaction and... (3 pages)View decision -
Decision Reference DRN-5369252
28 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5369252 Complaint Miss J has essentially complained that Nationwide Building Society (“Nationwide”) unfairly provided her with an overdraft that was unaffordable. She also says that it continued applying charges to her overdraft even after it should have realised that she couldn’t s... (8 pages)View decision