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 DRN7473662
22 Jan 2020 Metro Bank PLC Not upheldBanking and creditMr B complains that Metro Bank Plc won't refund four debit card payments made with hiscard. Mr B says he neither made them nor authorised anyone else to do so. Metro Banksays that they were made using the genuine card, and three of them were made using Mr B's PIN. It says it foll... (3 pages)View decision -
Decision Reference DRN2970791
3 Mar 2021 Everyday Lending Limited Not upheldBanking and creditMr W has complained that Everyday Lending Limited (EDL) lent to him irresponsibly. background I issued a provisional decision about this complaint in January 2021 that I summarise below. Mr W was given a loan of £2,000 by EDL in May 2017. This was due to be repaid in 24 monthly instalments... (3 pages)View decision -
Decision Reference DRN-3414222
29 Apr 2022 Novaloans Ltd Not upheldConsumer CreditDRN-3414222 The complaint Mr T complains that the loans he had from Novaloans Ltd (trading as Cash4unow) were unaffordable to him. What happened Mr T had four loans from Cash4unow between January 2014 and April 2014 as follows: Loan Date Amount Term Monthly Repayment Due Repaid 1 9 Jan 201... (3 pages)View decision -
Decision Reference DRN-2148507
7 Oct 2020 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-2148507 The complaint X complains that Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) unfairly applied a cash transaction fee to a purchase he made on his credit card. What happened Earlier this year, X bought some commemorative coins online and paid using his Tesco credit ... (3 pages)View decision -
Decision Reference DRN-2917791
9 Jan 2023 DTW Associates Limited Not upheldConsumer CreditDRN-2917791 Complaint Mr K has complained about a loan DTW Associates Limited (trading as “Auto Advance”) provided to him. He says that the loan was unaffordable and he’s also unhappy at the amount that he’s been asked to repay. Background Auto Advance provided Mr K with a loan for £1,400.... (3 pages)View decision -
Decision Reference DRN-1847472
6 Jul 2020 Provident Personal Credit Limited Not upheldConsumer CreditThe complaint Mr K complains that Provident Personal Credit Limited, trading as Satsuma, lent to him in an irresponsible manner. What happened In October 2016, Satsuma gave Mr K a loan of £300. The loan was repayable in 30 weekly instalments of £19.90. Mr K says that Satsuma shouldn’t have... (3 pages)View decision -
Decision Reference DRN-3103551
8 Nov 2021 Madison CF UK Limited Not upheldConsumer CreditDRN-3103551 The complaint Miss M complains that Madison CF UK Limited (“118 118 Money”) lent to her in an irresponsible manner. What happened Miss M was given a loan by 118 118 Money. It was for £1000 and was due to be repaid over 24 months. Miss M took this loan out in June 2016 and the m... (3 pages)View decision -
Decision Reference DRN-2309299
28 Jan 2021 Amigo Loans Ltd UpheldConsumer CreditDRN-2309299 The complaint Mr M complains that Amigo Loans Ltd lent to him in an irresponsible manner. What happened Mr M was given two loans by Amigo in February and June 2018. His first loan, for £4,000, was repaid around a month into the planned three-year term. His second loan, for £7,5... (3 pages)View decision -
Decision Reference DRN-3997564
17 Apr 2023 FirstRand Bank Limited UpheldConsumer CreditDRN-3997564 The complaint Mr B complains that FirstRand Bank Limited, trading as Motonovo Finance (“Motonovo”), irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In November 2016, Mr B acquired a used car financed by a hire purchase agreement fr... (3 pages)View decision -
Decision Reference DRN8780083
15 Dec 2020 Barclays Bank UK PLC UpheldBanking and creditMr and Mrs P complain that Barclays Bank UK PLC will not refund some disputed transactions. background In October 2017 Mr and Mrs P complained to Barclays about a large amount of transactions on their account which they say they did not make. They explained their son had used their account... (3 pages)View decision
