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 4576 results
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Decision Reference DRN-4741109
14 Jun 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4741109 The complaint Mr A complains that J.P. Morgan Europe Limited trading as Chase (Chase) is refusing to refund him the amount he lost as the result of what he considers a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happ... (2 pages)View decision -
Decision Reference DRN4651131
17 Oct 2019 Indigo Michael Limited UpheldBanking and creditMr S has complained that Indigo Michael Limited, trading as Safety Net Credit, gave him a Safety Net facility without carrying out proper creditworthiness and affordability checks.background and findingsI issued my provisional decision on 25 September 2019 and gave Mr S and Indigo Michael ... (5 pages)View decision -
Decision Reference DRN-2274716
3 Nov 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2274716 The complaint Mrs C complains that NewDay Ltd trading as Aqua (‘NewDay’) acted irresponsibly when they provided her a credit card in February 2017. Mrs C also complains that NewDay didn’t consider her gambling addiction when offering her the card. What happened Mrs C applied fo... (3 pages)View decision -
Decision Reference DRN9417354
23 Jan 2020 Nationwide Building Society Not upheldBanking and creditMr H is unhappy with Nationwide Building Society’s decision to not refund transactions he says he didn’t make or authorise from February to May 2018.Mr H has another complaint with this service relating to other disputed transactions, beginning in August and October 2017. I’ll issue a sepa... (4 pages)View decision -
Decision Reference DRN8918968
9 May 2017 Madison CF UK Limited Not upheldBanking and creditMr I complains that Madison CF UK Limited, trading as 118 118 Money, lent him money irresponsibly.backgroundMr I applied for a 118 118 loan in December 2015 for £2,000 over two years. He says he had a gambling problem at the time, and 118 118 should’ve known that from lo... (2 pages)View decision -
Decision Reference DRN-5039211
13 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5039211 The complaint Mr B has complained HSBC UK Bank plc won’t refund him for transactions made on his account which he didn’t authorise. What happened On 14 December 2023 Mr B contacted HSBC to report numerous gambling transactions which he’d not made. He’d recently come back hom... (3 pages)View decision -
Decision Reference DRN-3443799
29 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3443799 The complaint Mr R complains NewDay Ltd irresponsibly provided him with a credit card. What happened NewDay approved Mr R for a credit card in October 2020. The initial limit was £250. This was later increased to £1,250. On both occasions (the initial application and the subseq... (4 pages)View decision -
Decision Reference DRN1252399
24 Apr 2017 National Westminster Bank Plc UpheldBanking and creditMr M complains that National Westminster Bank Plc (NatWest) irresponsibly lent him money, when it should’ve known he had a gambling problem.background Mr M opened an account with NatWest without an overdraft facility. In 2016 NatWest wrote to Mr M and told him it was c... (2 pages)View decision -
Decision Reference DRN5298117
17 Dec 2019 Bank of Scotland Plc Not upheldBanking and creditMr Q is unhappy with Bank of Scotland plc’s decision to hold him responsible for transactions on his current account which he says he didn’t make or authorise.backgroundMr Q contacted Bank of Scotland at the end of July 2017 after he was unable to withdraw money from a cash machine due to ... (4 pages)View decision -
Decision Reference DRN-5170528
26 Nov 2024 Equifinance Limited UpheldMortgagesDRN-5170528 The complaint Mr H says that a secured (second charge) loan he took out in 2017 with Equifinance Limited was unaffordable and irresponsibly lent. What happened Mr H applied for this loan in November 2017 through an independent mortgage broker. The offer issued on 1 December ... (11 pages)View decision
