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 4967 results
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Decision Reference DRN8167280
19 Dec 2014 National Westminster Bank Plc Not upheldBanking and creditMr V complains that National Westminster Bank Plc has refused to credit the value of transactions to his account that he denies making or otherwise authorising. backgroundOn 11 September 2014, 33 transactions were carried out using Mr V’s card and card details totalling £9,391.85. 11 of... (3 pages)View decision -
Decision Reference DRN-4217839
30 Jun 2023 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4217839 The complaint Mr S complains that American Express Services Europe Limited (Amex) lent to him irresponsibly. What happened In February 2022, Mr S applied for a credit card from Amex. It was agreed with a limit of £8,000. Minimum payments (or more) were made until September 2022... (4 pages)View decision -
Decision Reference DRN-5424615
3 Apr 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5424615 The complaint Mr B is unhappy that The Co-operative Bank Plc (“Co-op”) refused his account application, which he believes is due to the lack of gambling blocks they provide. What happened I issued a second provisional decision on this complaint, inviting both parties to let... (3 pages)View decision -
Decision Reference DRN9840389
6 Jun 2018 Casheuronet UK LLC UpheldBanking and creditMiss L complains that CashEuroNet UK LLC, trading as QuickQuid, (“QQ”), gave her loansthat she couldn’t afford to repay.backgroundMiss L was given 16 loans by QQ between April 2012 and December 2016. The loans haveall been fully repaid, although five of the loans appe... (8 pages)View decision -
Decision Reference DRN-3057475
18 Nov 2021 Everyday Lending Limited Not upheldConsumer CreditDRN-3057475 The complaint Mrs D complains that Everyday Lending Limited granted her a loan that was unaffordable for her. What happened In late 2018, Mrs D took out a loan for £1,000 with Everyday Lending. The loan was to be repaid over 24 months with the repayments set at £123.84 a month.... (3 pages)View decision -
Decision Reference DRN-3261579
25 Oct 2022 Match the Cash Limited UpheldConsumer CreditDRN-3261579 The complaint Mrs K complains Match the Cash Limited trading as Guarantormyloan.tv irresponsibly lent to her. Mrs K is represented by a claims management company. For ease, I’ll refer to all submissions as if they were made directly by her. What happened Match the Cash approved... (5 pages)View decision -
Decision Reference DRN1322923
28 Oct 2016 Tesco Personal Finance PLC Not upheldBanking and creditMrs M complains about a number of transactions she says she didn’t make or authorise. She is unhappy that Tesco Personal Finance PLC won’t refund them.backgroundMrs M says she’s unwell and uses a carer. She gave her carer her credit card and PIN so she could use t... (2 pages)View decision -
Decision Reference DRN2045669
17 Aug 2018 Santander UK Plc Not upheldBanking and creditMr B complains that Santander UK Plc rejected his claim for compensation under section 75 of the Consumer Credit Act 1974 in relation to credit card payments he made to an investment website he says was a scam.backgroundIn September 2017 Mr B made a number of payment... (2 pages)View decision -
Decision Reference DRN-4459802
17 Nov 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4459802 The complaint Mrs W complains that Clydesdale Bank Plc trading as Virgin Money was irresponsible in its lending to her. What happened Mrs W was provided with a credit card account with a credit limit of £6,200 in July 2021. She says that this credit limit shouldn’t have been pr... (3 pages)View decision -
Decision Reference DRN-4277960
21 Sep 2023 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-4277960 The complaint Mr C complained that Brent Shrine Credit Union Limited, trading as My Community Bank (“BSCU”) irresponsibly granted a personal loan in November 2022 that he couldn’t afford to repay. What happened In November 2022, Mr C took out a loan of £3,000, over a term of 24... (3 pages)View decision
