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-5824990
23 Sep 2025 PDL Finance Limited Not upheldConsumer CreditDRN-5824990 The complaint Mrs R complains that PDL Finance Limited trading as Mr Lender (“Mr Lender”) irresponsibly provided her with two loans whilst she was struggling financially and had a gambling addiction. What happened Mr Lender provided Mrs R with two short term lending loans. ... (4 pages)View decision -
Decision Reference DRN-5577748
19 Aug 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5577748 The complaint Mr R complains that Monzo Bank Ltd (“Monzo”) didn’t complete adequate affordability checks and had it done so, it would have seen the loan offered and advanced to him (by it) was unaffordable. Mr R says he was in financial difficulty at the relevant time and h... (3 pages)View decision -
Decision Reference DRN9505197
7 Jan 2019 CMC Spreadbet Plc Not upheldInvestment and pensionsMr V has complained that CMC Spreadbet Plc have acted irresponsibly by allowing him to open an account and continue to trade.backgroundMr V submitted his application to open an account on 10 January 2016 and starting placing spread bets in February 2016. He has said... (3 pages)View decision -
Decision Reference DRN-5642577
20 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5642577 The complaint Mr S complains about information recorded on his credit file by Barclays Bank UK PLC trading as Barclaycard. What happened Mr S had a credit card with Barclaycard with a credit limit of £800. In June 2016 Mr S was able to exceed his credit limit by over £4,000... (3 pages)View decision -
Decision Reference DRN-5670915
14 Jul 2025 Admiral Financial Services Limited UpheldConsumer CreditDRN-5670915 The complaint Mr WS complains Admiral Financial Services Limited trading as Admiral Money (“Admiral”) irresponsibly provided him with a loan. What happened In April 2023 Mr WS applied for a loan with Admiral. The application was approved, and they gave him a loan for £20,00... (3 pages)View decision -
Decision Reference DRN-4603125
8 May 2024 Think Money Limited Not upheldBanking and PaymentsDRN-4603125 The complaint Mr B complains about the customer service he received from Think Money Limited following a refund into his account, which he was unable to access. What happened Mr B opened a Thinkmoney account to assist with paying his bills. He opened a gambling account with a d... (3 pages)View decision -
Decision Reference DRN-3288470
22 Aug 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3288470 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-5771731
22 Aug 2025 Equifinance Limited UpheldMortgagesDRN-5771731 The complaint Mr B and Miss O complain that Equifinance Limited lent to them irresponsibly. What happened In January 2023, following advice from a third party broker, Mr B and his daughter Miss O took out a secured loan with Equifinance. The loan was for £66,490 repayable ov... (5 pages)View decision -
Decision Reference DRN3692692
18 Sep 2019 National Westminster Bank Plc Not upheldBanking and creditMr S and Miss A are unhappy with what happened when they applied for a mortgage with National Westminster Bank Plc. They say the mortgage adviser shouldn’t have submitted the application as it was clear it wouldn’t be accepted, and that the valuation fee they paid took too long to be refun... (2 pages)View decision -
Decision Reference DRN-2691186
9 Dec 2021 Lend Fair Ltd UpheldConsumer CreditDRN-2691186 The complaint Miss A complains Lend Fair Ltd irresponsibly lent to her. She says the loans were unaffordable to her and Lend Fair would’ve seen this had it completed proportionate checks. What happened Miss A was approved for the below loans by Lend Fair: Loan Date Capital Amou... (5 pages)View decision