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 5162 results
-
Decision Reference DRN-5648298
13 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5648298 The complaint Miss M has complained that HSBC UK Bank Plc caused her distress and inconvenience during its disputed transactions investigation. What happened As all parties are aware of the full complaint details, and they are not in dispute, I will only include a summary he... (2 pages)View decision -
Decision Reference DRN-4002654
2 Aug 2023 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4002654 The complaint Mr A complains that Hargreaves Lansdown Asset Management Limited (“HLAM”) issued misleading rules for a prize draw and that its staff didn’t understand the rules when he queried them. He says HLAM credited his account with £150 “in recognition of poor service” but... (3 pages)View decision -
Decision Reference DRN-5479551
9 Jul 2025 Bamboo Limited Not upheldConsumer CreditDRN-5479551 The complaint Mr P says Bamboo Limited irresponsibly lent to him. What happened Mr P took out a loan for £3,000 over 24 months from Bamboo on 27 June 2021. The monthly repayments were £185.19 and the total repayable was £4,444.49. He says Bamboo’s checks were not thorough e... (3 pages)View decision -
Decision Reference DRN-3284413
19 Mar 2022 Everyday Lending Limited Not upheldConsumer CreditDRN-3284413 The complaint Miss S has complained that Everyday Lending Limited (EDL) lent to her irresponsibly. What happened Miss S was given a loan of £5,100 by EDL in May 2019. This was due to be repaid in 36 monthly instalments of around £368. The total amount payable, including intere... (3 pages)View decision -
Decision Reference DRN4743360
7 Mar 2019 Novaloans Ltd UpheldBanking and creditMr D complains that Novaloans Ltd (trading as Cash4unow) didn’t carry out proper affordability checks and shouldn’t have agreed to lend him 6 loans as he couldn’t pay them back.backgroundMr D took out 6 loans between February 2017 and December 2017. A summary of his bo... (3 pages)View decision -
Decision Reference DRN-4186088
21 Sep 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4186088 The complaint Mr K complains that NewDay Ltd lent to him irresponsibly. What happened Mr K applied for a credit card with NewDay in November 2018. He opened the account with a £450 credit limit. Over the course of the agreement the credit limit was increased four times until th... (3 pages)View decision -
Decision Reference DRN-4838107
20 Jun 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-4838107 The complaint Mr K is being represented by his wife. He’s complaining about Loans 2 Go Limited because he says it lent irresponsibly by providing him with a loan he couldn’t afford. What happened In February 2023, following his application, Loans 2 Go gave Mr K with a loan of £... (3 pages)View decision -
Decision Reference DRN-5720291
21 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5720291 The complaint Mr J is unhappy his Nationwide Building Society (“Nationwide”) debit card was declined on two separate occasions. He is also unhappy with the service he received from Nationwide when he raised this. What happened In January 2025, Mr J tried to use his Nationwid... (3 pages)View decision -
Decision Reference DRN-3651370
31 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3651370 The complaint Mr R complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened In January 2019 Mr R applied for a credit card with Aqua. In his application, Mr R said he was self e... (3 pages)View decision -
Decision Reference DRN-4393291
22 Jan 2024 Hastings Insurance Services Limited UpheldConsumer CreditDRN-4393291 The complaint Miss S says Hastings Insurance Services Limited, trading as Hastings Direct, irresponsibly lent to her. What happened Miss S took out a 12-month loan for £1,000 in April 2023. The monthly repayments were £89.24. Miss S says her personal situation was not checked p... (3 pages)View decision
