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
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Decision Reference DRN9616858
25 Aug 2016 MEM Consumer Finance Limited Not upheldBanking and creditMs C complains that MEM Consumer Finance Limited (trading as Payday UK) made loans to her without checking that she could afford them.background Ms C took a total of five payday loans from Payday UK between February and September 2012. She believes it lent irresponsib... (3 pages)View decision -
Decision Reference DRN0834424
30 Nov 2018 HSBC Bank plc Not upheldBanking and creditMr M complains that HSBC Bank Plc lent irresponsibly to him when it approved a personal loan. backgroundMr M says he applied for a loan during 2015 which HSBC originally declined. But when he later made enquiries in branch the loan was approved. He says this was ir... (3 pages)View decision -
Decision Reference DRN-2158925
22 Jan 2021 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-2158925 The complaint Mr E complains that he has been charged cash advance fees in error by Clydesdale Bank Plc trading as Virgin Money. What happened In April this year, Mr E made several transfers to his partner’s account from his Virgin Money credit card using a third-party payment ... (3 pages)View decision -
Decision Reference DRN9663799
11 Apr 2019 Tesco Personal Finance PLC Not upheldBanking and creditMs B complains that Tesco Personal Finance Plc trading as Tesco Bank (Tesco) charged her a transaction fee and additional interest when she used her credit card for a purchase. She says the fee should only have applied to cash withdrawals and she hadn’t been charge... (3 pages)View decision -
Decision Reference DRN6014107
6 Jun 2017 HSBC Bank plc Not upheldBanking and creditMr L complains that HSBC Bank Plc charged him for the use of an overdraft facility he never agreed to, and didn’t tell him that it would put markers on his credit file if he didn’t repay his overdraft balance.backgroundWhen Mr L was a child, his father opened ... (3 pages)View decision -
Decision Reference DRN-4158082
28 Oct 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4158082 The complaint Mr W complains about a cash advance fee applied to his credit card account by Clydesdale Bank Plc trading as Virgin Money. What happened In September 2021, Mr W opened a credit card account with Virgin Money. In July 2022 Mr W used his Virgin Money credit card to ... (3 pages)View decision -
Decision Reference DRN2127192
7 Aug 2018 Instant Cash Loans Limited UpheldBanking and creditMs C complains about four instalment loans she took out with Instant Cash Loans Limited,trading as Payday UK, (“ICL”). She said that ICL shouldn’t have given her the loans as theywere unaffordable.backgroundMs C took out four instalment loans with ICL as follows:Loan nu... (5 pages)View decision -
Decision Reference DRN-2854097
21 Jun 2021 HSBC UK Bank Plc Not upheldInvestmentsDRN-2854097 The complaint Mr and Mrs C complain that HSBC UK Bank Plc advised them to invest too much money in an unsuitable investment bond, particularly given their planned expenditure. What happened When Mr and Mrs C met HSBC’s advisor they had just sold their business for around £1.2 m... (2 pages)View decision -
Decision Reference DRN-4537245
4 Jan 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-4537245 The complaint Mr C complained through a representative that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) failed to take reasonable steps to ensure the loans it lent him were affordable. What happened A summary of Mr C’s borrowing can be found below.... (5 pages)View decision -
Decision Reference DRN-4172584
11 Aug 2023 Lendable Ltd UpheldConsumer CreditDRN-4172584 The complaint Mr M complains that Lendable Ltd lent to him irresponsibly six times over three years from 2019. What happened Using information from Lendable’s records, here is a loan table of the approved loans: Loan Date taken Amount Term Monthly repayment Capital paid Mr M Da... (7 pages)View decision
