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 DRN1642438
29 Apr 2019 NewDay Ltd UpheldBanking and creditMr G complains that NewDay Ltd (trading as Aqua) was irresponsible when it increased the credit limit on his credit card account. backgroundThe background to this complaint, and my initial conclusions, were set out in my provisional decision dated 29 March 2019 – a c... (6 pages)View decision -
Decision Reference DRN-2810472
11 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2810472 The complaint Mr H complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr H opened his Aqua card account in 2012. Aqua increased his credit limits as follows: Date Old Limit New Limit June 2012 - £500 November 2012 £500 £750 April 2013 £750... (7 pages)View decision -
Decision Reference DRN-3362553
10 Mar 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3362553 The complaint Mr S complains that TSB Bank plc has refused to refund transactions he thought he was making to a binary options company called Golden Markets, which he says turned out to be fraudulent. What happened The circumstances of this complaint are well known to both part... (6 pages)View decision -
Decision Reference DRN-4451334
18 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4451334 The complaint Mr G complains about charges and interest applied to his account by National Westminster Bank Plc during a period of financial difficulty. What happened Mr G held a bank account with associated overdraft of £4,950 with NatWest for several years. Mr G has explaine... (4 pages)View decision -
Decision Reference DRN2274414
2 Dec 2016 WDFC UK Limited Not upheldBanking and creditMiss M took out 11 loans with WDFC UK Limited (trading as Wonga). She says Wonga acted irresponsibly by lending her the money and she couldn’t afford to repay the loans. backgroundThe background to this complaint, and my initial conclusions, were set out in my provis... (5 pages)View decision -
Decision Reference DRN-6002726
9 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6002726 The complaint Miss B complains that National Westminster Bank Public Limited Company irresponsibly provided her with a credit card and credit limit increases. What happened This decision deals with NatWest’s provision of a credit card which was originally arranged in 2012. D... (6 pages)View decision -
Decision Reference DRN0617782
12 Mar 2019 PDL Finance Limited UpheldBanking and creditMrs S complains that PDL Finance Limited (trading as Mr Lender) was irresponsible to lend to her.backgroundMrs S borrowed £250 from Mr Lender in May 2011. She says if Mr Lender had done better checks it would’ve found she was in financial difficulty and using one l... (2 pages)View decision -
Decision Reference DRN7821682
13 Oct 2017 Madison CF UK Limited Not upheldBanking and creditMr C complains that Madison CF UK Limited (trading as 118 118 Money) lent him money that was unaffordable. He feels it’s acted irresponsibly.backgroundMr C took out a loan of £1,000 for 18 months with 118 118 in 2015. He took a further loan 12 months later to conso... (2 pages)View decision -
Decision Reference DRN7601745
27 Jun 2017 GKFX Financial Services Limited Not upheldInvestment and pensionsMs B’s complaint is about the decision by GKFX Financial Services Limited to remove a cash bonus that was applied to her spread betting account. backgroundI issued a provisional decision on this complaint – a copy of which is attached and forms part of this final ... (5 pages)View decision -
Decision Reference DRN-3247311
31 May 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3247311 The complaint Mr M complains that Lloyds Bank PLC (Lloyds) won’t refund the payments he made to two gambling merchants (M and R) which he now believes were a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The... (2 pages)View decision