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 DRN-5907299
27 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5907299 The complaint Mr G complains that Clydesdale Bank Plc trading as Virgin Money 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 have made as being ... (4 pages)View decision -
Decision Reference DRN4072698
3 Nov 2017 Lending Stream Llc UpheldBanking and creditMiss D complains Lending Stream LLC lent to her irresponsibly.backgroundMiss D took out 29 loans with Lending Stream between March 2011 and August 2015. She had taken out five loans previously with Lending Stream, but they don’t form a part of this complaint. I’ve includ... (7 pages)View decision -
Decision Reference DRN-3303243
17 Jun 2022 Mobile Money Limited Not upheldConsumer CreditDRN-3303243 The complaint Mr S has complained that Mobile Money Limited (“MML”) was irresponsible to have agreed credit for him. What happened MML provided Mr S with a loan of £1,000 in June 2017. The total amount of £2,094, including interest and charges, was to repaid in 18 monthly inst... (3 pages)View decision -
Decision Reference DRN-3442045
12 May 2022 N26 Bank GmbH Not upheldBanking and PaymentsDRN-3442045 The complaint Miss A complains N26 Bank GmbH unfairly recorded a Cifas marker against her on the national fraud database. She wants the marker removed. What happened Our investigator stated the background facts that led to Miss A’s complaint in their view. I find no need to rep... (4 pages)View decision -
Decision Reference DRN-5700646
18 Jul 2025 Nationwide Building Society UpheldConsumer CreditDRN-5700646 The complaint Mr J has complained, through a family member that Nationwide Building Society (“Nationwide”) gave him credit in the form of overdrafts and loans that weren’t affordable. What happened In August 2023, Mr J was granted a personal loan of £1,000 to be repaid over... (4 pages)View decision -
Decision Reference DRN-3824350
16 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3824350 The complaint Mr R complains that HSBC UK Bank Plc hasn’t refunded him after he fell victim to an impersonation scam. What happened Mr R received a message from a number he didn’t have saved on his phone. It began with, ‘Hi mum its me x I have a new phone this is my new number.... (4 pages)View decision -
Decision Reference DRN-2872584
25 Jan 2022 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-2872584 The complaint Mr L complains that Marks & Spencer Financial Services Plc won’t reimburse money he lost when he fell victim to a scam. What happened Mr L says after completion of an application to obtain bitcoins he was approached by a firm providing financial services. I’ll... (4 pages)View decision -
Decision Reference DRN9331148
21 Dec 2017 Instant Cash Loans Limited Not upheldBanking and creditMr R complains that Instant Cash Loans Limited (trading as Payday UK) gave him loans that he couldn’t afford to repay.backgroundThe background to this complaint was set out in my provisional decision dated November 2017. An extract from this is attached and forms par... (5 pages)View decision -
Decision Reference DRN-2968728
15 Dec 2021 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-2968728 The complaint Mr L complains that Sainsbury’s Bank Plc failed to refund several transactions he didn’t recognise that were made from his credit card account. What happened Mr L received a fraud text on his phone and spoke with Sainsbury’s about several transactions. Three large... (5 pages)View decision -
Decision Reference DRN-3216525
16 Dec 2021 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-3216525 The complaint Mr L complains that Sainsbury’s Bank Plc failed to refund several transactions he didn’t recognise that were made from his credit card account. What happened Mr L received a fraud text on his phone and spoke with Sainsbury’s about several transactions. Three large... (5 pages)View decision