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 4733 results
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Decision Reference DRN-5515683
8 May 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5515683 The complaint Mr H complains that Halifax Share Dealing Limited (“HSDL”) allowed him to open a stocks and shares ISA account when it knew he had a gambling addiction. He wants HSDL to refund him the losses he made. What happened Mr H previously had a stocks and shares ISA ... (4 pages)View decision -
Decision Reference DRN3798512
18 Apr 2019 Retail Money Market Ltd Not upheldBanking and creditMr P complains that Retail Money Market Ltd (trading as RateSetter) did not carry out adequate affordability checks before lending to him and provided him with money he couldn’t afford to repay. He also complains that a large arrangement fee was added to the loan.bac... (4 pages)View decision -
Decision Reference DRN6182870
21 Dec 2020 Madison CF UK Limited Not upheldBanking and creditMr A complains that Madison CF UK Limited trading as 118118 Money (“MCF”) lent to him in an irresponsible manner. background The background to this complaint was set out in the provisional decision I issued in September 2020. An extract from this is attached and forms part of this final de... (4 pages)View decision -
Decision Reference DRN3751992
7 Dec 2015 Gain Capital UK Limited Not upheldInvestment and pensionsMr M complains that GAIN Capital UK Limited (“Gain Capital”) shouldn’t have allowed him to reactivate his spread betting account because of his gambling problem. And in allowing him to do so, Gain Capital has caused him to suffer ‘unaffordable’ losses. He also compl... (2 pages)View decision -
Decision Reference DRN8575468
7 Dec 2015 Spreadex Limited Not upheldInvestment and pensionsMr M complains that Spreadex Limited (“Spreadex”) shouldn’t have allowed him to open a ‘new’ spread betting account because of his gambling problem. And in allowing him to open a new account, Spreadex has caused him to suffer ‘unaffordable’ losses.backgroundMr M says ... (2 pages)View decision -
Decision Reference DRN6225223
17 Dec 2020 Loans 2 Go Limited Not upheldBanking and creditMr B complains that Loans 2 Go Limited lent to him in an irresponsible manner. background The background to this complaint was set out in the provisional decision I issued in October 2020. An extract from this is attached and forms part of this final decision, so I will not repeat that inf... (3 pages)View decision -
Decision Reference DRN-5424175
20 May 2025 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-5424175 The complaint Mr W says Marks & Spencer Financial Services Plc trading as M&S Bank irresponsibly lent to him. What happened Mr W took out a loan for £15,000 over 60 months from M&S Bank on 11 November 2021. The monthly repayments were £281.65 and the total repaya... (3 pages)View decision -
Decision Reference DRN-5340933
22 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5340933 The complaint Mr L complains that Vanquis Bank Limited irresponsibly lent to him. Mr L is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr L himself. What happen... (4 pages)View decision -
Decision Reference DRN-2763092
22 Jun 2021 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-2763092 The complaint Mr R has complained that Shop Direct Finance Company Limited trading as Very was irresponsible when it increased the credit limit on his catalogue shopping account. What happened Very opened an account for Mr R in September 2014 with a credit limit of £600. This t... (4 pages)View decision -
Decision Reference DRN3766550
24 May 2018 Total Home Loans Direct Limited UpheldBanking and creditMr B complains that Total Home Loans Direct Limited, trading as THL Direct, gave him loans he couldn’t afford to repay.backgroundMr B took out the following instalment loans with THL Direct:date£ amount borrowed110 March 2016200210 May 2016350328 June 2016400427 September... (4 pages)View decision
