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 DRN1128785
25 Mar 2020 Retail Money Market Ltd Not upheldBanking and creditMr S’s complaint against Retail Money Market LTD, trading as Ratesetter (Ratesetter), is that it refuses to remove a CIFAS marker it placed against him. backgroundIn November 2018, Mr S applied for a loan with Ratesetter. In doing so, he inflated his income, and submitted falsified bank st... (3 pages)View decision -
Decision Reference DRN5637443
27 Jan 2017 Casheuronet UK LLC UpheldBanking and creditMr P has complained about nine payday loans and one flex-credit loan he took out with Casheuronet UK LLC (trading as Quick Quid). Mr P took out his loans from March 2011 to April 2014 when his flex-credit loan was taken out. Mr P has said the loans were unaffordabl... (7 pages)View decision -
Decision Reference DRN-3386857
21 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3386857 The complaint Mr A complains that NewDay Ltd (“NewDay”) has refused to refund payments he made to XMarkets using his NewDay (Debenhams) Mastercard credit card. Mr A says that XMarkets were operating a scam and stole his money. What happened The circumstances of this complaint ... (6 pages)View decision -
Decision Reference DRN-2631321
13 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2631321 The complaint Ms T complains that NewDay Ltd – trading as Aqua – were irresponsible in approving a credit card for her because she thinks it was unaffordable, and she says she was vulnerable due to her poor mental health at the time. When I refer to what Ms T has said, and Aqua... (7 pages)View decision -
Decision Reference DRN-4738569
28 Jun 2024 esure Insurance Limited Not upheldInsuranceDRN-4738569 The complaint Mr J is complaining that he couldn’t renew the motor insurance policy that he took out through esure Insurance Limited. What happened In October 2023, Mr J’s motor insurance policy – provided by esure – was due to renew. But due to a technical issue he was unable ... (2 pages)View decision -
Decision Reference DRN-3134895
15 Dec 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3134895 The complaint and background Mr and Mrs M complain about their bank, HSBC UK Bank Plc. They say the bank failed to protect them from financial harm caused by a cryptocurrency scammer Xtraderfx. As Mr M had all the dealings with HSBC UK Bank Plc, for ease of reading, I’ll refer ... (10 pages)View decision -
Decision Reference DRN7184249
20 Sep 2017 Lending Stream Llc UpheldBanking and creditMr M complains that Lending Stream LLC gave him unaffordable instalment loans. He wants his position restored.backgroundMr M had eight instalment loans from Lending Stream between August 2013 and August 2014. He said he was in financial difficulties at the time, borrowin... (2 pages)View decision -
Decision Reference DRN1701868
23 Aug 2017 Active Securities Limited UpheldBanking and creditMr G has complained about loans he took out with Active Securities Limited, trading as 247 Moneybox. Mr G has said the loans were unaffordable and shouldn’t have been offered to him.backgroundMr G took out two loans with 247 Moneybox, one in 2012 and one in 2013. I... (3 pages)View decision -
Decision Reference DRN0114228
21 Jun 2018 Western Circle Limited UpheldBanking and creditMr P complains that Western Circle Ltd, trading as Cashfloat, gave him loans he couldn’t afford to repay.backgroundMr P took out the following loans with Cashfloat: date £ amount borrowedno./£ amount of repayment(s) (rounded)date repaid 118 January 20172001/2663 February 201... (3 pages)View decision -
Decision Reference DRN3259480
1 May 2020 Harvey & Thompson Limited Not upheldBanking and creditMrs F’s complaint is about two loans she took with Harvey and Thompson Limited (H&T). Mrs F says these loans were unaffordable.backgroundH&T provided Mrs F with two instalment loans between November 2017 and April 2018. The loans are detailed below:Loan DateTakenDateRepaidInstalmen... (2 pages)View decision
