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-1397898
21 Jan 2020 Evergreen Finance London Limited Not upheldConsumer CreditDRN-1397898 The complaintMr H says Evergreen Finance London Limited trading as Moneyboat lent to him irresponsibly. He says he couldn’t afford the loan as he already had other payday loans and creditors. He thinks Moneyboat should’ve seen this and not lent to him. What happenedThis complai... (2 pages)View decision -
Decision Reference DRN-3634083
23 Mar 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3634083 The complaint Ms K complains that Bank of Scotland plc (‘BoS’) hasn’t refunded her for payments she sent to four investment scams. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in dispute so I... (2 pages)View decision -
Decision Reference DRN2871140
2 May 2017 CURO TRANSATLANTIC LIMITED UpheldBanking and creditMrs D complains that Curo Transatlantic Limited trading as Wage Day Advance (WDA) gave her unaffordable payday loans. She wants it to write off or reduce the debt she owes. backgroundMrs D had two loans from WDA in 2014. She said that at the time she wasn’t coping fi... (2 pages)View decision -
Decision Reference DRN2915545
6 Sep 2019 Novaloans Ltd Not upheldBanking and creditMr S complains that Novaloans Ltd (trading as CASH4UNOW.CO.UK) lent him money that he couldn’t afford to repay.backgroundMr S took out two loans with CASH4UNOW in March and September 2014. The loans were for £300 and £500 and were each repayable in three monthly instalments.Mr S says he wa... (2 pages)View decision -
Decision Reference DRN1392724
25 Oct 2019 PSI-Pay Ltd Not upheldBanking and creditMrs O complains that PSI-Pay Ltd froze and closed her account. She wants PSI to allow her access to the money remaining in her account. backgroundMrs O had an account with PSI.On 16 April 2018, PSI blocked Mrs O’s account. This meant she couldn’t access the money in her account. On 20 Apri... (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-2931848
14 Dec 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2931848 Complaint Mr R has complained that HSBC UK Bank Plc (“HSBC”) unfairly increased his overdraft and continued applying charges when he was in financial difficulty. Background One of our investigators looked at this complaint and thought that HSBC ought to have realised that Mr R... (2 pages)View decision -
Decision Reference DRN5404348
9 Sep 2019 Nationwide Building Society Not upheldBanking and creditMr and Mrs K complain about a number of disputed transactions on their joint account and that Nationwide Building Society didn’t process a chargeback on the transactions. backgroundAround 2012 a significant number of debit card transactions were made on Mr and Mrs K’s current account to on... (2 pages)View decision -
Decision Reference DRN-4024710
1 Apr 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4024710 The complaint Miss M complains that NewDay Ltd trading as Fluid Credit Card irresponsibly allowed her to open a credit card account which was unaffordable. What happened Miss M says she opened the Fluid account in December 2021 but says the application should not have been appr... (2 pages)View decision