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 4727 results
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Decision Reference DRN-3468218
26 Jul 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3468218 The complaint Mr R complains that Nationwide Building Society didn’t do enough to protect his funds from being spent on gambling. What happened Mr R held a current account and a joint savings account with his late wife with Nationwide. When Mr R’s late wife passed away Mr R tra... (3 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-2953478
5 Aug 2021 Madison CF UK Limited Not upheldConsumer CreditDRN-2953478 The complaint Mr B complains that a loan given to him by Madison CF UK Limited trading as 118 118 Money (118) was unaffordable for him. What happened In April 2019, Mr B applied to 118 for a loan of £5,000 to be repaid in 24 monthly instalments of £297.26. The total amount repa... (4 pages)View decision -
Decision Reference DRN6859717
9 Feb 2018 Lloyds Bank PLC Not upheldBanking and creditMr K complains that Lloyds Bank Plc won’t refund some debit card payments that were made by a fraudster.backgroundMr K has a current account with Lloyds. He told Lloyds that a number of transactions he didn’t recognise had been made using his debit card, which add... (3 pages)View decision -
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 DRN7469824
26 Feb 2020 National Westminster Bank Plc UpheldBanking and creditMr R and Miss S complain that National Westminster Bank Plc (NatWest) lent money to them which was unaffordable.backgroundMr R says NatWest allowed him an overdraft on two accounts including a joint account with Miss S and gave him a loan, all of which was unaffordable. Mr R says he had ex... (2 pages)View decision -
Decision Reference DRN2475171
23 Jan 2015 Bank of Scotland Plc Not upheldBanking and creditMr L complains that Bank of Scotland plc (trading as Halifax) lent to him irresponsibly when it increased his overdraft. He’d like Halifax to reduce or write off his overdraft. Mr L has brought his complaint through a relative.backgroundMr L has a current account with Halifax. In the au... (2 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-2557572
30 Sep 2021 Provident Personal Credit Limited Not upheldConsumer CreditDRN-2557572 The complaint Miss B is unhappy that Provident Personal Credit Limited trading as Satsuma Loans allowed a loan to be taken out in her name. She says the loan was applied for by her ex-partner without her permission but it is holding her responsible for the borrowing. What happe... (4 pages)View decision
