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 5520 results
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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 DRN8791081
7 Feb 2018 Advancis Limited Not upheldBanking and creditMr K complains that Advancis Limited (Advancis) shouldn’t have approved his guarantor loan. He’s also unhappy with the poor customer service he received – he says Advancis were aggressive in their communications.backgroundIn August 2016 Mr K took out a loan for £7,000 w... (3 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 DRN9611230
29 Sep 2016 Barclays Bank Plc Not upheldBanking and creditMr I had a student account with Barclays Bank Plc. He complains that it has refused to refund a number of transactions he didn’t make.backgroundMr I disputes a number of payments that were made to a gambling business between 13 April 2016 and 3 May 2016 using his ... (2 pages)View decision -
Decision Reference DRN-6019612
15 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6019612 THE COMPLAINT Miss J complains that HSBC UK Bank Plc (“HSBC”) will not reimburse her money she says she lost when she fell victim to a fraud. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in d... (3 pages)View decision -
Decision Reference DRN-4725347
16 May 2024 Santander UK Plc UpheldConsumer CreditDRN-4725347 The complaint Mr L complains that Santander UK Plc approved two loans for him in 2021 irresponsibly. What happened Mr L took two loans from Santander. He was an existing current and savings account customer at the time. Loan 1 was in June 2021, for £2,500 to be repaid over 48 m... (6 pages)View decision -
Decision Reference DRN6203369
17 Jun 2015 Barclays Bank Plc Not upheldBanking and creditMiss C complains Barclays Bank Plc is holding her liable for transactions totalling £740 that she did not carry out or authorise.backgroundMiss C has an account with Barclays with a debit card.Miss C says she noticed transactions on gambling websites that she did not rec... (1 page)View decision -
Decision Reference DRN-5547985
27 Jun 2025 247 Money Group Limited Not upheldConsumer CreditDRN-5547985 The complaint Ms W, who is represented by a third party, complains that 247 Money Group, trading as 247Money (‘247Money’) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In July 2019 Ms W acquired a used car financed by way of... (3 pages)View decision -
Decision Reference DRN-4753024
7 May 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-4753024 The complaint Mr R is being represented by a claims manager. He’s complaining about Loans 2 Go Limited because he says it lent irresponsibly by giving him loans he couldn’t afford. What happened In 2019 and 2020, Mr R took out the following loans with Loans 2 Go: Loan 1 – Janu... (3 pages)View decision -
Decision Reference DRN5846049
25 Aug 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMiss E complains that The Royal Bank of Scotland Plc will not refund a series of disputed debit card transactions made to her account which have affected her credit record.backgroundMiss E opened an account with RBS in January 2014. She has made a number of claims ... (2 pages)View decision