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 DRN4383797
5 Sep 2019 Barclays Bank UK PLC Not upheldBanking and creditComplaintMrs M complains that Barclays Bank UK Plc won’t refund a number of online card payments that she says she neither made herself nor authorised anyone else to make. BackgroundIn October 2017 a number of online card payments were made from Mrs M’s account with Barclays to two betting... (3 pages)View decision -
Decision Reference DRN7720289
24 Jan 2018 Stagemount Limited Not upheldBanking and creditMr D complains that Stagemount Limited (trading as Quid Market) lent money to him that he could not afford to repay.backgroundMr D took out a loan with Quid Market in August 2017. The loan was for £500 repayable over 4 months with monthly repayments of around £208. ... (2 pages)View decision -
Decision Reference DRN8327438
24 Aug 2018 MEM Consumer Finance Limited Not upheldBanking and creditMr S complains about two payday loans he took out with MEM Consumer Finance Limited,trading as Payday UK, (“MEM”). He said that MEM shouldn’t have given him the loans asthey were unaffordable.backgroundMr S took out two payday loans with MEM as follows:-Loan numberDate... (4 pages)View decision -
Decision Reference DRN-6026942
17 Dec 2025 AFH Independent Financial Services Limited Not upheldPensions and AnnuitiesDRN-6026942 The complaint Mr R complains that AFH Independent Financial Services Limited (‘AFH’) gave him unsuitable advice to switch his self-invested personal pensions (‘SIPPs’) and invest his pension monies in investments that were too high risk. What happened Mr R had two existing ... (6 pages)View decision -
Decision Reference DRN9047996
22 Aug 2016 Europaische Reiseversicherung AG UpheldInsurance (excluding PPI)Mr and Mrs C complain that Europaische Reiseversicherung AG (ERV) didn’t pay their holiday cancellation claim under their travel insurance.backgroundMr and Mrs C renewed their annual travel policy with ERV in November. They each declared two medical conditions which ERV acc... (3 pages)View decision -
Decision Reference DRN-4605353
21 Feb 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4605353 The complaint Mr C complains Nationwide Building Society didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr C has several accounts with Nationwide and has been a customer of theirs since 2013. Mr C says he received a friend request on a ... (3 pages)View decision -
Decision Reference DRN6585787
22 Sep 2016 Lending Stream Llc UpheldBanking and creditMr A says that Lending Stream Llc (‘LS’) shouldn’t have given him loans.backgroundMr A took seven loans from LS between 2011 and 2013. He says that he was having money troubles at the time and getting all these loans just made things worse.LS has said it did consi... (3 pages)View decision -
Decision Reference DRN6155883
23 Apr 2018 Gain Credit LLC UpheldBanking and creditMr S complains that Gain Credit LLC gave him loans that he couldn’t afford to repay. He asks that it refunds interest and charges.backgroundMr S took out ten loans with Gain Credit which he says weren’t affordable. The adjudicator recommended that the complaint should ... (2 pages)View decision -
Decision Reference DRN-3848999
13 Dec 2022 Nationwide Building Society Not upheldConsumer CreditDRN-3848999 The complaint Mr M has complained that Nationwide Building Society irresponsibly lent to him. What happened Mr M took out four personal loans with Nationwide between May 2014 and August 2016. Mr M says that he couldn’t afford the credit and that if Nationwide had done proportio... (2 pages)View decision -
Decision Reference DRN-3226419
25 Feb 2022 Madison CF UK Limited Not upheldConsumer CreditDRN-3226419 The complaint Mr P complains that Madison CF UK Limited trading as 118 118 Money provided him with loans he was unable to afford to repay. What happened 118 118 Money provided Mr P with the following loans: Loan ref: Date taken Amount Term months Monthly payment Amount repayabl... (2 pages)View decision