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 5478 results
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Decision Reference DRN-4109717
12 May 2023 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-4109717 The complaint Miss G complains that Specialist Motor Finance Limited (SMFL) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In May 2019, Miss G acquired a used car financed by a hire purchase agreement from SMFL. Miss G was requir... (2 pages)View decision -
Decision Reference DRN7698140
11 Apr 2018 My Finance Club Limited Not upheldBanking and creditMs S complains that My Finance Club Limited (trading as Monkey Dosh) lent her money that she couldn’t afford to repay. She wants Monkey Dosh to refund any interest and charges she’s paid and pay compensation.Ms S is represented in this complaint by a claims management ... (2 pages)View decision -
Decision Reference DRN-2958221
14 Sep 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2958221 The complaint Mr S complains about HSBC UK Bank Plc’s decision to restrict his account while carrying out a review. What happened In October 2019, Mr S received a payment into his account. The transaction was flagged for review and HSBC restricted Mr S’s account. HSBC got in to... (3 pages)View decision -
Decision Reference DRN6853905
10 Oct 2019 Provident Personal Credit Limited UpheldBanking and creditMr D complains that Provident Personal Credit Limited (trading as Satsuma Loans) carried out insufficient affordability checks before lending to him.backgroundMr D had two loans from Satsuma between February 2017 and June 2017 as follows:Loan Date AmountTermRepayment DueStatus 123 Feb 2017... (2 pages)View decision -
Decision Reference DRN7558192
27 Nov 2018 Nationwide Building Society Not upheldBanking and creditMr F complains that Nationwide Building Society withdrew his overdraft facility and wouldn’t accept his offer to reduce it by £50 per month.backgroundMr F had an overdraft facility of £500 on his current account with Nationwide. In May 2018 Nationwide wrote to Mr F ... (2 pages)View decision -
Decision Reference DRN-5536416
18 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5536416 The complaint Mr X complains that Nationwide Building Society didn’t pay the £175 incentive payment when he switched his bank account. What happened Nationwide offered a scheme which would pay customers £175 if they successfully switched to one of its qualifying accounts. In... (2 pages)View decision -
Decision Reference DRN-4719768
4 Jun 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4719768 The complaint Mr D complains Starling Bank Limited (“Starling”) refuses to refund him for transactions on his account he says he did not authorise. What happened Mr D says that several transactions between September and December 2023 were made on his account without his authori... (2 pages)View decision -
Decision Reference DRN6745557
31 Aug 2017 Cash On Go Limited Not upheldBanking and creditMr N complains that Cash On Go Ltd (trading as Peachy) gave him loans that he couldn’t afford to repay. He asks that it refunds interest and charges and removes information about the loans from his credit file. Mr N is represented by a claims management company.backgrou... (2 pages)View decision -
Decision Reference DRN-4090660
26 Apr 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4090660 The complaint Mrs P complains that Capital One (Europe) plc irresponsibly lent to her. What happened Mrs P applied for a credit card online in December 2019, she was given a credit limit of £200. The credit limit wasn’t increased at any stage. The account defaulted in March 202... (2 pages)View decision -
Decision Reference DRN-1061699
28 Apr 2020 Nextcredit Limited UpheldConsumer CreditDRN-1061699 The complaintMr R complains that Nextcredit Limited was irresponsible to lend to him. What happenedMr R had three instalment loans from Nextcredit between April 2017 and August 2017 as follows: Loan Date Amount TermMonthly Repayment DueRepaid 111 Apr 2017£20055d£132.365 Jun 201... (2 pages)View decision