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 DRN6392147
6 May 2020 National Westminster Bank Plc Not upheldBanking and creditMr J has complained National Westminster Bank Plc won’t refund transactions he didn’t make.backgroundIn early 2015 Mr J got a letter from his mortgage provider saying they’d not been able to collect his mortgage payments by direct debit because of insufficient funds. He realised money was ... (4 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 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 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-2085174
11 Aug 2021 Chetwood Financial Limited Not upheldConsumer CreditDRN-2085174 The complaint Miss B complains that Chetwood Financial Limited (trading as ‘LiveLend’) gave her a loan irresponsibly. She feels there are a number of questions that weren’t asked at the point of application, and it didn’t fully consider her personal circumstances. Background to... (4 pages)View decision -
Decision Reference DRN-5708767
24 Sep 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5708767 The complaint Miss M is complaining that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) lent to her irresponsibly by providing her with two personal loans. What happened In July 2023, Miss M applied for a loan with MCB. They lent her £2,000 over a two-y... (4 pages)View decision -
Decision Reference DRN-2475276
4 Feb 2021 Advanced Payment Solutions Limited UpheldConsumer CreditDRN-2475276 The complaint Miss D says Advanced Payment Solutions Limited trading as Cashplus lent to her irresponsibly. She says that Cashplus didn’t check if the loans were affordable for her. If it had done it wouldn’t have lent to her. What happened This complaint is about 18 payday (i... (5 pages)View decision -
Decision Reference DRN0029314
2 Nov 2018 Express Finance (Bromley) Limited UpheldBanking and creditMr S complains that Express Finance (Bromley) Limited (formerly trading as Payday Express) made short-term loans to him when it shouldn’t have.backgroundFrom March 2011 to May 2011, Mr S took 4 short-term loans from a company he considers to be a sister company of Pay... (5 pages)View decision