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-4560071
1 Feb 2024 Gain Credit LLC Not upheldConsumer CreditDRN-4560071 The complaint Miss K says Gain Credit LLC, trading as Lending Stream, provided her with a high-cost short-term instalment loan that was unaffordable for her. What happened Lending Stream provided Miss K with a single loan in January 2017. The loan was for £500 and was due to be... (2 pages)View decision -
Decision Reference DRN-4341337
31 Oct 2023 Amplifi Capital (U.K.) Limited Not upheldConsumer CreditDRN-4341337 Complaint Mr M has complained about a loan Amplifi Capital (U.K.) Limited (trading as “Reevo Money”) provided to him. He says that proportionate checks would have shown this was unaffordable as he was a compulsive gambler. Background Reevo Money provided Mr M with a loan for £2... (3 pages)View decision -
Decision Reference DRN3327111
9 Feb 2018 Provident Personal Credit Limited Not upheldBanking and creditMrs K complains that Provident Personal Credit Limited (trading as Satsuma) gave her loans that she couldn’t afford to repay.backgroundMrs K took two loans from Satsuma. In July 2017 Mrs K borrowed £900 that she agreed to repay in six monthly instalments of £284.40. ... (3 pages)View decision -
Decision Reference DRN6546892
31 Jul 2013 National Westminster Bank Plc Not upheldBanking and creditMr G is unhappy about transactions that National Westminster Bank plc allowed spending on his credit card that exceeded what he believed was his spending limit of £6,000. He also complains about contradictory advice he received about what his actual limit was and the reasons why some t... (2 pages)View decision -
Decision Reference DRN3240360
25 Nov 2019 Tesco Personal Finance PLC Not upheldBanking and creditMr W complains about a handling fee and interest Tesco Personal Finance Plc (trading as Tesco Bank) charged on his credit card. He says Tesco Bank shouldn’t have treated a payment he made as a cash transaction. backgroundMr W used his credit card to make a payment of £5,014 to clear the fi... (2 pages)View decision -
Decision Reference DRN4995792
21 Aug 2018 Bank of Scotland Plc Not upheldBanking and creditMr M complains that Bank of Scotland plc (trading as Halifax) failed to send him a new PIN which meant he couldn’t access funds in his account. backgroundIn March 2018 Mr M lost his bank card and asked Halifax to send him a replacement. He complained to Halifax as ... (2 pages)View decision -
Decision Reference DRN-4472557
18 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4472557 The complaint Mr B complains that NewDay Ltd trading as Aqua (‘NewDay Ltd’) irresponsibly gave him a credit card that he couldn’t afford. What happened On 9 May 2021, Mr B applied for and was given a credit card with a credit limit of £900. The credit limit was increased to £1,... (2 pages)View decision -
Decision Reference DRN-4307831
4 Jan 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4307831 The complaint Mr J complains that his personal data was received by a third party due to a mistake made by TSB Bank plc (“TSB”). Mr J doesn’t believe the level of compensation TSB has offered is enough to settle his complaint. What happened TSB says it received a DSAR request f... (3 pages)View decision -
Decision Reference DRN-5650268
19 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5650268 The complaint Ms L complains that Nationwide Building Society didn’t give her the offered payment of £175 when she switched her account. What happened Ms L explains that she applied to switch her account to Nationwide on 8 January 2025. She set a switch date of 5 February 20... (3 pages)View decision -
Decision Reference DRN8069413
13 Jul 2017 Lending Stream Llc UpheldBanking and creditMr K complains that Lending Stream LLC shouldn’t have given him instalment loans because of his bad credit history. He wants a refund of the interest he paid. backgroundMr K had 37 instalment loans from Lending Stream between May 2013 and October 2016. He said he was... (2 pages)View decision