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 DRN-4522384
22 Apr 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4522384 The complaint Mr E complains that Zopa Bank Limited (“Zopa”) irresponsibly granted him two credit cards he couldn’t afford to repay. What happened In February 2022 Mr E entered into an agreement with Zopa to have access to credit by way of a credit card account. He was given a ... (2 pages)View decision -
Decision Reference DRN-4674879
26 Apr 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-4674879 The complaint Mr K complains that Sainsbury’s Bank Plc agreed two loans which were unaffordable for him. What happened On 29 June 2023 Sainsbury’s agreed to lend Mr K a £2,500 loan to be repaid over 60 months. The monthly loan repayment was £72.01 and the APR was 26.9%. The tot... (5 pages)View decision -
Decision Reference DRN0646053
15 Jun 2015 Bank of Scotland Plc Not upheldBanking and creditMrs S complains that Bank of Scotland plc (trading as Halifax) will not refund disputed transactions that were made from her current account.backgroundMrs S had a current account with Halifax, for which she had a debit card. She ‘lent’ her debit card details to a family... (2 pages)View decision -
Decision Reference DRN7433942
24 Mar 2020 Metro Bank PLC UpheldBanking and creditMr P complains that Metro Bank plc won’t refund a series of debit card payments that he says he neither made nor authorised. All were made to an online gambling site; they total £810. backgroundMr N explained that he had separated from his partner in March 2018. They remained in touch, how... (3 pages)View decision -
Decision Reference DRN-1979087
16 Oct 2020 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-1979087 The complaint Mr A complains that Brent Shrine Credit Union Limited has recorded a marker on CIFAS the national fraud database. What happened Mr A applied for a £15,000 loan from Brent Shrine. It requested he send supporting information including bank statements which he did on... (3 pages)View decision -
Decision Reference DRN-3768596
23 Mar 2023 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-3768596 The complaint Mr M’s Self-Invested Personal Pension (‘SIPP’) was opened with Hargreaves Lansdown Asset Management Limited (‘HL’) in 2015. It operated on an execution only basis and his investments/trading within it were executed on a third-party trading platform. In 2021 he ack... (11 pages)View decision -
Decision Reference DRN2682615
30 Apr 2020 NewDay Ltd UpheldBanking and creditMr C complains that it was irresponsible of NewDay Ltd trading as Aqua to issue a credit card to him with a £300 credit limit and then later to increase that limit to £800.backgroundI set out the background to Mr C’s complaint in my provisional decision. In that decision I explained why I ... (4 pages)View decision -
Decision Reference DRN-4985261
21 Mar 2025 IG Index Limited Not upheldInvestmentsDRN-4985261 The complaint Mr H complains that IG Index Limited (‘IG’) should’ve stopped him from trading on its platform. What happened In March 2020 Mr H opened a spread betting account with IG. As part of that he completed an online appropriateness test which IG used to decide whether... (3 pages)View decision -
Decision Reference DRN-3234743
4 Jan 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3234743 The complaint Mr D complains that NewDay Ltd was irresponsible when it opened a credit card account for him in June 2015, and then increased the credit limit from £600 to £1,500 in September 2015. Mr D said his financial situation was already extremely poor before this. What h... (3 pages)View decision -
Decision Reference DRN-5441320
8 Apr 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5441320 The complaint Mr W, through a representative, says Zopa Bank Limited irresponsibly lent to him. What happened Zopa operates the lending platform which gave Mr W a 36-month loan for £8,000 with a fee of £690 on 24 October 2022. The monthly repayments were £297.29 and the tota... (3 pages)View decision
