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 DRN6485550
22 Aug 2019 Nationwide Building Society Not upheldBanking and creditMr F complains that Nationwide Building Society (Nationwide) allowed over £51,000 to debit his account without his authority or consent. He’s unhappy that Nationwide has refused to refund these disputed transactions.backgroundMr F opened a current account with Nationwide on 15 May 2017. Mr... (5 pages)View decision -
Decision Reference DRN6443432
6 Mar 2020 Lloyds Bank PLC Not upheldBanking and creditMrs O has complained Lloyds Bank plc won’t refund transactions made with her debit card which she didn’t authorise. She’s also complained about an increase in her overdraft limit and a personal loan which she didn’t take out.backgroundMrs O contacted Lloyds in August 2018. She’d lost her d... (3 pages)View decision -
Decision Reference DRN8963018
13 Sep 2018 Everyday Lending Limited Not upheldBanking and creditMr H complains that Everyday Lending Limited (trading as Everyday Loans) (EL) lent him money irresponsibly. backgroundThe background to this complaint and my provisional findings are set out in my provisional decision dated 8 August 2018 – a copy is attached and this f... (5 pages)View decision -
Decision Reference DRN-4524483
21 Dec 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4524483 The complaint A limited company, that I will refer to as S, complains about the inability to make certain payments from its business bank account using its Santander UK Plc debit card. What happened The following is intended only as a brief summary of events. S operates within ... (4 pages)View decision -
Decision Reference DRN-4355729
20 Sep 2023 Zopa Bank Limited Not upheldConsumer CreditDRN-4355729 The complaint Mr B has complained that Zopa Bank Limited (“Zopa”) acted irresponsibly when it provided him with a £10,000 loan in July 2021. Background Mr B was approved for a £10,000 loan from Zopa in July 2021. He has told us that he is a compulsive gambler and that the loan ... (3 pages)View decision -
Decision Reference DRN-1862646
27 May 2020 Commsave Credit Union Limited Not upheldConsumer CreditDRN-1862646 The complaintMr F believes Commsave Credit Union Limited acted irresponsibly by agreeing loans he’d applied for. What happenedI issued my provisional decision on this complaint on 19 May 2020, a copy of which is below and forms part of this decision. copy of provisional decisio... (6 pages)View decision -
Decision Reference DRN0402526
31 Jul 2020 Oakam Ltd UpheldBanking and creditMr B complains that Oakam Ltd lent to him irresponsibly.backgroundUsing information from Oakam and Mr B I have compiled a Loan Table. I’ve tried to be as accurate as I can but there are several refinancing arrangements, combined with additional fees at each stage. This Loan Table is for ea... (6 pages)View decision -
Decision Reference DRN7308299
9 Mar 2020 Bank of Scotland Plc Not upheldBanking and creditMiss F has complained Bank of Scotland plc, trading as Halifax, didn’t manage her complaint properly when she disputed some payments made using her debit card.backgroundMiss F linked her debit card to her partner’s account with an online payment scheme (who I’ll call P). In March 2018 she ... (3 pages)View decision -
Decision Reference DRN-3824141
22 Dec 2022 Home Retail Group Card Services Limited Not upheldBanking and PaymentsDRN-3824141 The complaint Miss Y complains that Home Retail Group Card Services Limited trading as Argos Card (Argos) was irresponsible to agree credit for her. What happened Argos opened a credit card account for Miss Y in December 2017. This type of credit was an open-ended or running ac... (3 pages)View decision -
Decision Reference DRN-3309268
11 Feb 2022 Bamboo Limited UpheldConsumer CreditDRN-3309268 The complaint Mr H has complained that Bamboo Limited (“Bamboo”) provided him with three unaffordable loans. What happened Bamboo provided Mr H with three loans. The details are provided below: Loan Date Capital Amount Term in months Monthly repayment 1 05/10/2015 £1000.00 12 £... (4 pages)View decision
