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 5830 results
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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-5906820
25 Oct 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5906820 The complaint Mr H complains that MBNA Limited acted irresponsibly, failing to complete thorough checks, when providing him with credit in the form of two credit cards and two loans. Mr H is represented in this complaint, but I’ll refer to him as it’s his complaint. What ha... (4 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 -
Decision Reference DRN7736693
23 Feb 2018 Provident Personal Credit Limited Not upheldBanking and creditMr K complains that Provident Personal Credit Limited (Provident) have been irresponsible in lending to him.backgroundMr K took a loan with Provident in December 2016 for £700 repayable over 52 weeks. He didn’t make any weekly payments but repaid it in full in February... (3 pages)View decision -
Decision Reference DRN-4851412
13 Jun 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4851412 The complaint Mr Y complains that Moneybarn No. 1 Limited (Moneybarn) irresponsibly entered into a conditional sale agreement with him. What happened In May 2018 Moneybarn provided Mr Y with finance to purchase a used car. The car cost £7,300 and Mr Y paid a deposit of £300. He... (3 pages)View decision -
Decision Reference DRN-4339807
12 Sep 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4339807 The complaint Miss E complains that HSBC UK Bank Plc (“HSBC”) failed to refund transactions from her account that she didn’t recognise. What happened Miss E reported numerous unusual transactions from her account and initially believed it was someone who she knew who was respon... (4 pages)View decision -
Decision Reference DRN-2775240
23 Apr 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2775240 The complaint Mr S complains about NewDay Ltd (“NewDay”) for credit limit increases which were offered to him on his Aqua and Marbles cards. He believes that these increases were irresponsible as he had substantial other debt and he had high spending on gambling on his cards. H... (4 pages)View decision -
Decision Reference DRN-3625338
23 Feb 2023 Spreadex Limited Not upheldInvestmentsDRN-3625338 The complaint Mr B complains to Spreadex Limited that he shouldn’t have been allowed to continue trading in his spread betting account as he was vulnerable, and this led to the losses he incurred. What happened Mr B opened a spread betting account with Spreadex Limited and was ... (3 pages)View decision -
Decision Reference DRN2418321
26 Jan 2017 MBNA Limited Not upheldBanking and creditMr P’s unhappy about some cash advance fees MBNA Limited’s applied to his credit card account. He says the transactions concerned weren’t for cash and the charges applied are unfair. He wants a refund.backgroundMBNA said in its final response that the account’s terms... (1 page)View decision