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 4726 results
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Decision Reference DRN-4086614
24 Apr 2023 Oakbrook Finance Limited Not upheldConsumer CreditDRN-4086614 The complaint Miss A complains that Oakbrook Finance Limited lent her three loans when she couldn’t afford to repay. She says at the time she suffered from severe mental health and severe gambling problems. Miss A says had Oakbrook carried out sufficient checks it wouldn’t have... (3 pages)View decision -
Decision Reference DRN-4893015
8 Jul 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4893015 Complaint Mr T has complained that Zopa Bank Limited (“Zopa”) irresponsibly increased the credit limit on his credit card. He is also unhappy that his card wasn’t blocked when he called up and asked for this to happen. Background In March 2021, Zopa provided Mr T with a credit ... (7 pages)View decision -
Decision Reference DRN1857768
30 Jul 2021 Clydesdale Bank Plc Not upheldBanking and creditMr and Mrs W complain that Clydesdale Bank Plc did not help recover the money (and winnings) paid to an online gambling company that turned out to be a scam. As Mrs W had all the dealings with Clydesdale Bank Plc, for ease of reading, I’ll refer to all submissions as having come from Mrs W... (3 pages)View decision -
Decision Reference DRN6307167
26 Sep 2019 Bamboo Limited Not upheldBanking and creditMr T complains that Bamboo Limited didn’t carry out enough checks before approving his loan application.backgroundIn 2018, Mr T applied to Bamboo for a loan. He applied online and the loan was approved. He had difficulty making some payments on time early on. But overall he managed to keep... (2 pages)View decision -
Decision Reference DRN-3600243
24 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3600243 The complaint Mr H complains that NewDay Ltd trading as Aqua gave him a credit card when it should have known he wouldn’t be able to repay what he borrowed. What happened Mr H applied for a credit card in December 2018. He told NewDay that he was employed and earning £27,000 a ... (3 pages)View decision -
Decision Reference DRN-3111159
10 Nov 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3111159 Complaint Mrs C is unhappy that National Westminster Bank Plc (“NatWest”) is holding her liable for a series of transactions she says she didn’t authorise. Background Mrs C has an account with NatWest. In August and September 2020, it was used to make a series of payments to a ... (3 pages)View decision -
Decision Reference DRN6351539
30 Aug 2016 Gain Capital UK Limited UpheldInvestment and pensionsMr J complains about the way Gain Capital UK Limited administered his account. In particular, he complains that: Gain said that it would close all his positions on 10 December, but in fact closed them on 14 December causing him a loss; His second account shouldn’t ... (3 pages)View decision -
Decision Reference DRN-2943460
27 Jul 2021 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2943460 The complaint Mr S complains of irresponsible credit increases to his account by Vanquis Bank Limited (Vanquis). He would like all charges applied to his account since 2014 refunded. And any negative information on his credit file amended What happened Mr S says he took out a ... (4 pages)View decision -
Decision Reference DRN4160179
30 May 2019 Casheuronet UK LLC UpheldBanking and creditMr H says CashEuroNet UK LLC, trading as QuickQuid, lent to him irresponsibly.backgroundI sent both parties my provisional decision on 14 May 2019. A copy is attached and it forms part of this final decision. I asked Mr H and QuickQuid to let me know if they h... (6 pages)View decision -
Decision Reference DRN-2000041
18 May 2021 Retail Money Market Ltd UpheldConsumer CreditDRN-2000041 The complaint Mr A complains that Retail Money Market Ltd trading as Ratesetter irresponsibly lent to him. Mr A says he shouldn’t have been lent the loan as he was in debt with other lenders and had a gambling problem. What happened Ratesetter lent Mr a one loan in April 2016, ... (2 pages)View decision
