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 4692 results
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Decision Reference DRN-4667961
7 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4667961 The complaint Miss T complains that Monzo Bank Ltd (“Monzo”) won’t refund transactions made from her account, which she says she didn’t authorise, as well as increases made to her overdraft. What happened Miss T opened an account with Monzo on 12 August 2022. A number of paymen... (4 pages)View decision -
Decision Reference DRN-4096185
24 Jul 2023 Shelby Finance Ltd Not upheldConsumer CreditDRN-4096185 The complaint Mr M, through his representative, complains that Shelby Finance Ltd, trading as Dot Dot Loans (“Shelby”), lent to him irresponsibly. What happened Mr M took four loans from Shelby and a brief loan table is set out here: Loan Approved Amount Repayments each month P... (4 pages)View decision -
Decision Reference DRN-3260377
23 Apr 2022 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3260377 The complaint Miss H complains that Vanquis Bank Limited irresponsibly allowed her to open a credit card account which was unaffordable. What happened Miss H says she applied for the account in June 2021 and says Vanquis should not have approved her application. She says approp... (2 pages)View decision -
Decision Reference DRN-4620822
2 Apr 2024 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-4620822 Complaint Mr G complains that Specialist Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said that the proper checks weren’t carried out and he was provided with finance at a time where he had a gambling addiction. Background In Jan... (3 pages)View decision -
Decision Reference DRN8282614
31 Mar 2020 National Westminster Bank Plc UpheldBanking and creditMr S has complained National Westminster Bank Plc will not refund payments he didn’t make and closed his account.backgroundMr S opened an account with NatWest in May 2017 with an agreed overdraft facility of £1,250. He accepts he made some payments with his card. But he disputes a further ... (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 -
Decision Reference DRN-1382022
17 May 2020 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1382022 The complaintMr G complains that The Royal Bank of Scotland Plc (RBS) allowed him an overdraft facility that was unaffordable and irresponsible. What happenedMr G says he opened the RBS account in late 2018 online and was given an overdraft facility of £750. He says he also app... (2 pages)View decision -
Decision Reference DRN-1809593
11 Jul 2020 MBNA Limited Not upheldBanking and PaymentsThe complaint Miss B complains that MBNA Limited irresponsibly allowed her to open two credit card accounts that were unaffordable. What happened Miss B says MBNA should not have approved her credit card applications and should not have increased the credit limit on them. She says she was ... (2 pages)View decision -
Decision Reference DRN3696088
7 May 2019 Casheuronet UK LLC Not upheldBanking and creditMr B complains that CashEuroNet UK LLC (CEN) was irresponsible in lending him money and it telling him it had defaulted one loan.backgroundMr B has had three loans from CEN. One for £300 taken out on 14 March 2015 was repayable in twelve monthly instalments of £45.03... (3 pages)View decision -
Decision Reference DRN5638729
21 Mar 2019 NewDay Ltd Not upheldBanking and creditMr R complains that NewDay Ltd acted irresponsibly when they approved his application for a second credit card account. To put things right he wants them to refund him the interest and charges that were applied to the account when he later missed some payments.backgroun... (2 pages)View decision
