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 DRN-4355729
20 Sep 2023 Zopa Bank Limited Not upheldConsumer CreditDRN-4355729 The complaint Mr B has complained that Zopa Bank Limited (“Zopa”) acted irresponsibly when it provided him with a £10,000 loan in July 2021. Background Mr B was approved for a £10,000 loan from Zopa in July 2021. He has told us that he is a compulsive gambler and that the loan ... (3 pages)View decision -
Decision Reference DRN1230707
18 Dec 2018 Indigo Michael Limited Not upheldBanking and creditMs M has complained that Indigo Michael Limited (trading as Safety Net Credit (“SNC”)) irresponsibly gave her and then increased a Safety Net facility in 2016.backgroundMs M approached SNC for a Safety Net facility in late 2015. This was a running credit account wher... (3 pages)View decision -
Decision Reference DRN6770325
23 Jan 2020 Nationwide Building Society Not upheldBanking and creditMr H is unhappy with Nationwide Building Society’s decision to not refund transactions he says he didn’t make or authorise in August and October 2017.Mr H has another complaint with this service relating to other disputed transactions, beginning in February 2018 and running through to Apri... (4 pages)View decision -
Decision Reference DRN-6003969
8 Dec 2025 Lendable Ltd Not upheldConsumer CreditDRN-6003969 The complaint Mrs S is unhappy Lendable Ltd provided her with a loan which she feels was unaffordable. She feels that, had they done more checks, they would’ve realised that she had a gambling addiction. What happened Lendable provided Mrs S with a loan for £7,000 in March... (4 pages)View decision -
Decision Reference DRN-5598628
2 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5598628 The complaint Mr T is unhappy NATIONAL WESTIMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) did not recognise the unusual transactions he was making through his current account and did not step in to support and prevent him from experiencing financial harm. Mr T says NatWest’... (6 pages)View decision -
Decision Reference DRN-4188510
23 Nov 2023 Western Circle Ltd Not upheldConsumer CreditDRN-4188510 The complaint Mr B has complained that Western Circle Ltd trading as Cashfloat (“Cashfloat”) didn’t carry out appropriate due diligence before it lent to him. Mr B says that if Cashfloat had carried out further checks, it would’ve seen evidence of Mr B’s gambling. What happene... (3 pages)View decision -
Decision Reference DRN-5910175
19 Mar 2026 Lendable Ltd Not upheldConsumer CreditDRN-5910175 The complaint Mr M complains that Lendable Ltd (Lendable) irresponsibly entered into a fixed sum loan agreement with him. What happened In June 2023, Mr M applied for a loan with Lendable. He was given a loan for £1,000. The total repayable, including the interest and fee w... (3 pages)View decision -
Decision Reference DRN-2774791
27 Jun 2021 OSL Financial Consultancy Limited Not upheldMortgagesDRN-2774791 The complaint Mr and Mrs P complain that their secured loan was mis-sold in 2017 by OSL Financial Consultancy Limited trading as MortgageKey. They say Mr P’s spending was out of control, and he had a gambling problem, so MortgageKey’s advice was irresponsible. What happened Mr ... (3 pages)View decision -
Decision Reference DRN7750029
11 Jan 2018 Lending Stream Llc UpheldBanking and creditMr O complains that Lending Stream LLC gave him loans that he couldn’t afford to repay. He asks that it refunds interest and charges.backgroundMr O took out seven instalment loans between March 2015 and May 2016. He says he was borrowing money to fund a gambling addiction... (4 pages)View decision -
Decision Reference DRN-1820046
19 May 2020 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-1820046 ComplaintMr J complains that Barclays Bank UK PLC acted irresponsibly when it increased his arranged overdraft several times even though it knew or ought to have known that he couldn’t afford it. BackgroundMr J had an arranged overdraft with Barclays. Mr J requested and was gra... (5 pages)View decision