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 DRN3891515
14 Aug 2017 HSBC Bank plc Not upheldBanking and creditMr D complains that HSBC Bank Plc lent to him irresponsibly, and didn’t treat him sympathetically when he experienced financial hardship. backgroundI issued a provisional decision in July this year saying why I didn’t think this complaint should be upheld. I said:“Mr D ... (2 pages)View decision -
Decision Reference DRN-4795003
21 May 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4795003 The complaint Mr D feels that Vanquis Bank Limited provided him with new and existing credit which he couldn’t afford. What happened In July 2016, Mr D successfully applied to Vanquis for a credit account, and he received a credit card from Vanquis with an initial credit limit ... (4 pages)View decision -
Decision Reference DRN-5359848
27 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5359848 The complaint Mr C complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional dec... (4 pages)View decision -
Decision Reference DRN-5234360
14 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5234360 The complaint Mr L, who is represented, complains that Santander UK Plc won’t reimburse a loss he suffered from fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or around June 2018, Mr L was ... (2 pages)View decision -
Decision Reference DRN-5056677
4 Oct 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5056677 The complaint Mr L complains that National Westminster Bank Plc has declined to refund payments he says he didn’t make or allow anyone else to make. Mr L is also unhappy with the level of customer service that he’s received and says he’s been discriminated against. What happ... (4 pages)View decision -
Decision Reference DRN1979041
1 Mar 2019 Casheuronet UK LLC UpheldBanking and creditMr F says CashEuroNet UK LLC, trading as QuickQuid, lent to him irresponsibly.backgroundMr F had five loans with QuickQuid. I’ve set out some of the information QuickQuid provided about the loans in the table below.Loan no.AmountStart dateEnd date Payment schedule1£2001... (5 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 DRN2740104
24 Feb 2018 UK Credit Limited Not upheldBanking and creditMr G complains that it was irresponsible for UK Credit Limited to have lent to him.backgroundMr G signed a fixed sum loan agreement with UK Credit in January 2016. The loan was for £7,500 over four years with interest of £6,012 and monthly payments of £281.50. The l... (2 pages)View decision -
Decision Reference DRN2891417
6 Feb 2020 Emergency Cash Limited UpheldBanking and creditMr S complains that loans he had from Emergency Cash Limited (trading as wizzcash.com) were unaffordable.backgroundMr S had three instalment loans from Wizzcash between April 2015 and June 2015 as follows:Loan Date AmountTermMonthly Repayment DueRepaid 130 Apr 2015£3003m£138.7520 Jul 20152... (2 pages)View decision -
Decision Reference DRN0639328
18 Nov 2016 Express Finance (Bromley) Limited UpheldBanking and creditMr J complains that Express Finance (Bromley) Limited (trading as Payday Express) gave him unaffordable payday loans. He wants a refund of his interest and charges and for a default to be removed from his credit file. backgroundMr J had two loans from Payday Express ... (2 pages)View decision