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 5125 results
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Decision Reference DRN-2269327
16 Nov 2020 Western Circle Ltd Not upheldConsumer CreditDRN-2269327 The complaint Mr T complains about three loans he took out with Western Circle Limited, trading as Cashfloat, (“WCL”), which he said were unaffordable. What happened Mr T took out three short term loans with WCL between May 2019 and December 2019. Loan 1 was repayable by three ... (4 pages)View decision -
Decision Reference DRN2083940
19 Jun 2017 Santander UK Plc Not upheldBanking and creditMr R complains Santander UK Plc acted irresponsibly when it allowed him to take two loans and allowed him steadily to increase his overdraft when he already had several pay day loans, a gambling addiction and other debts. backgroundMr R had a gambling addiction and dur... (2 pages)View decision -
Decision Reference DRN-5655725
23 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5655725 The complaint Mr D complained because Barclays Bank UK PLC refused to refund him for transactions he said he didn’t make. What happened Mr D opened a Barclays account on 30 October 2024. From 25 November onwards, there was a series of gambling transactions. On 28 November, ... (5 pages)View decision -
Decision Reference DRN-2609460
24 May 2021 TM Advances Limited Not upheldConsumer CreditDRN-2609460 The complaint Mr T has complained that TM Advances Limited lent him an unaffordable loan. What happened In January 2019, TM agreed to lend Mr T £2,000. The agreement for the loan states that Mr T had to repay the loan in 35 monthly instalments of £189. Mr T hasn’t fully repaid ... (2 pages)View decision -
Decision Reference DRN-5213917
16 Dec 2024 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5213917 The complaint Mrs H complains TransUnion International UK Limited (TU) allowed a search on her credit file for a fraudulent application. Mr H has supported Mrs H in bringing this complaint, but I’ve just referred to her in this decision for simplicity. What happened I issu... (3 pages)View decision -
Decision Reference DRN-3661926
22 Aug 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3661926 The complaint Mr G complains that NewDay Ltd (trading as Marbles) lent to him irresponsibly. What happened On 6 March 2017, Mr G applied for a Marbles credit card and was given a limit of £600. He used the card regularly but in November 2018 stopped making payments and fell int... (3 pages)View decision -
Decision Reference DRN-5818005
18 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5818005 The complaint Mr M complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) irresponsibly lent to him. What happened In October 2024 Mr M was provided with a credit card. It had a credit limit of £3,300 and had a promotional 0% rate on balance transfers for 20... (3 pages)View decision -
Decision Reference DRN-3160192
22 Apr 2022 Zopa Limited UpheldConsumer CreditDRN-3160192 The complaint Miss B has complained that Zopa Limited acted irresponsibly when it provided her with two loans in 2015 and 2016. Background Miss B borrowed two unsecured loans from Zopa in late 2015 and again about six months later in early to mid-2016. The first loan was for £2... (3 pages)View decision -
Decision Reference DRN-3111845
18 Nov 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3111845 The complaint Mr S complained that Vanquis Bank Limited acted irresponsibly when they agreed to provide him with a credit card to use for gambling purposes. He also believes they made other errors during his dealings with them. What happened Mr S made an online application to V... (4 pages)View decision -
Decision Reference DRN-3206900
24 Jan 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3206900 The complaint Mr D has complained that Santander UK Plc continued charging him excessive amounts for his overdraft when he was in financial difficulty. What happened Mr D complained to Santander about the charges that had been applied to his account from around April 2019 onwar... (3 pages)View decision
