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 DRN6596345
17 Jul 2018 Casheuronet UK LLC UpheldBanking and creditMr B says CashEuroNet UK LLC, trading as Quick Quid, lent to him irresponsibly. He says Quick Quid didn’t carry out sufficient affordability checks and ought to have realised he was dependent on short-term credit.backgroundI issued my provisional decision on this compl... (5 pages)View decision -
Decision Reference DRN8776210
6 Sep 2017 Active Securities Limited UpheldBanking and creditMr G complains that Active Securities Limited trading as 247 Moneybox lent him money that he couldn’t afford to repay.backgroundMr G took out 13 loans with 247 Moneybox between June 2015 and May 2016. He doesn’t think it carried out enough checks before agreeing to le... (3 pages)View decision -
Decision Reference DRN6574591
18 Dec 2019 PayPal Europe Sarl & Cie, SCA Not upheldBanking and creditMrs R is unhappy that PayPal Europe Sarl & Cie, SCA (“PayPal”) won’t refund a series of transactions made using her account.background Mrs R has an account with PayPal. In August and September 2017, a series of gambling payments were made from her account that weren’t authorised by her... (2 pages)View decision -
Decision Reference DRN-2762589
6 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2762589 The complaint Miss S is complaining about NewDay Ltd trading as Aqua. She says they lent to her irresponsibly when they gave her a credit card in August 2016, and again when they increased her credit limit in April 2017. What happened Miss S applied for an Aqua credit card in A... (3 pages)View decision -
Decision Reference DRN6715637
18 Aug 2017 WDFC UK Limited UpheldBanking and creditMiss B says WDFC UK Limited (trading as Wonga) gave her loans she couldn’t afford to repay. She asks that it refunds interest and charges, with 8% interest, and removes the loans from her credit file. backgroundMiss B took out 16 loans with Wonga between February 2... (3 pages)View decision -
Decision Reference DRN-4994260
5 Sep 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4994260 The complaint Mr T complains that Vanquis Bank Limited acted irresponsibly in its lending to him. Mr T is represented by a third party but for ease of reference I have referred to Mr T throughout this decision. What happened Mr T was provided with a Vanquis credit card in Ap... (3 pages)View decision -
Decision Reference DRN-5823055
18 Sep 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5823055 The complaint Miss W says Admiral Financial Services Limited, trading as Admiral Money, irresponsibly lent to her. What happened Miss W took out a loan for £5,000 over 48 months on 4 December 2023 from Admiral Money. The monthly repayments were £196.90 and the total repayabl... (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-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-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
