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 DRN2324509
25 Jul 2018 1plus1 Loans Limited Not upheldBanking and creditMr C complains about the service that he’s received from 1Plus1 Loans Limited in connection with his loan. In particular, he complains that he couldn’t make early payments online, he was spoken to rudely, it didn’t make proper checks before lending to him and his g... (3 pages)View decision -
Decision Reference DRN9241775
8 Feb 2021 Everyday Lending Limited UpheldBanking and creditMr E says Everyday Lending Limited (ELL) didn’t complete proper checks to make sure the loan he applied for was affordable and it failed to give him important information about the loan. background Mr E took out a 36-month instalment loan from ELL on 27 October 2015. It was for £2,500 and ... (4 pages)View decision -
Decision Reference DRN-3081509
23 Nov 2021 TFS Loans Limited UpheldConsumer CreditDRN-3081509 The complaint Mr M has complained that TFS Loans Limited (“TFS Loans”) provided him with two unaffordable loans. What happened TFS Loans provided Mr M with two guarantor loans. The details are as follows: Loan Amount Term Total to repay Monthly Instalment 1 £1000 24m £1650 £68... (4 pages)View decision -
Decision Reference DRN-4943858
1 Nov 2024 Wiltshire and Swindon Credit Union Limited Not upheldConsumer CreditDRN-4943858 The complaint Mr A brings this complaint on behalf of his grandmother Mrs M. The complaint is about the actions of Wiltshire and Swindon Credit Union Limited trading as Acorn Community Bank (“Acorn”) in offering loans to Mrs M. Mr A says that Mrs M has health concerns and a ... (3 pages)View decision -
Decision Reference DRN-4640222
26 Feb 2024 Sainsbury's Bank Plc UpheldConsumer CreditDRN-4640222 The complaint Mr S has complained that Sainsbury’s Bank Plc acted irresponsibly when it approved him for a £20,000 loan in 2020. Background Mr S successfully applied for a £20,000 unsecured personal loan with Sainsbury’s in January 2020. He has said that at the time he was beco... (3 pages)View decision -
Decision Reference DRN-3210581
23 Dec 2021 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3210581 The complaint Miss B complains that PayPal (Europe) Sarl and Cie SCA, won’t refund payments that she didn’t make from her account. What happened Miss B disputes six payments made to a gambling website on 23 May 2020 using PayPal. These totalled £550. She says that her account w... (3 pages)View decision -
Decision Reference DRN-2879741
23 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2879741 The complaint Mrs K complains that NewDay Ltd trading as Aqua irresponsibly allowed her to open a credit card account and later increased her credit limit which were both unaffordable. What happened Mrs K says she was in financial difficulties when the credit card account was o... (2 pages)View decision -
Decision Reference DRN-5214192
16 Dec 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5214192 The complaint Mrs B, via her representative, has complained that HSBC UK Bank Plc acted irresponsibly when it provided her access to multiple forms of credit. Mrs B applied for a credit card, two loans and an overdraft facility from HSBC. This decision will only consider wh... (4 pages)View decision -
Decision Reference DRN-3664571
3 Nov 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3664571 The complaint Mr M complains that Santander UK Plc won’t refund disputed payments made from his current account. What happened Mr M says that between January and September 2020 fraudulent transactions totalling over £6,000 were made from his current account to online gambling c... (3 pages)View decision -
Decision Reference DRN-4527975
18 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4527975 The complaint Mr S complains that NewDay Ltd was irresponsible in its lending to him. What happened Mr S first raised his complaint in 2019 and says that he didn’t receive a response from NewDay at that time and when he raised this again NewDay said it wouldn’t reopen his compl... (3 pages)View decision
