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-4311456
5 Feb 2024 Western Circle Ltd Not upheldConsumer CreditDRN-4311456 The complaint Ms S complains that Western Circle Ltd trading as Cashfloat irresponsibly lent to her. What happened Cashfloat lent Ms S two loans, the first loan was in October 2021 for £750, repayable in six monthly instalments of £206.60. Ms S repaid this loan within the same ... (2 pages)View decision -
Decision Reference DRN-3519463
15 Jul 2022 Zopa Bank Limited Not upheldBanking and PaymentsDRN-3519463 Complaint Mrs D is unhappy that Zopa Bank Limited won’t refund payments she made to a gambling website which she says was operating unlawfully. Background Mrs D has a card with Zopa. She made several payments using her card to an online casino. Before she set up an account with... (2 pages)View decision -
Decision Reference DRN7756278
19 Sep 2017 Casheuronet UK LLC UpheldBanking and creditMr C complains that CashEuroNet UK LLC, trading as Quick Quid, gave him loans he couldn’t afford to repay.backgroundOur adjudicator upheld this complaint. Quick Quid disagreed and asked for an ombudsman to make a decision.I issued a provisional decision on 1 September 201... (6 pages)View decision -
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 DRN-5488859
16 Sep 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5488859 The complaint Mr C complains HSBC UK Bank Plc (“HSBC”) irresponsibly lent to him. What happened On 11 April 2024 Mr C applied for a second loan with HSBC. The first was applied for earlier in the month and approved for £10,000. This loan was also approved for £10,000 to run... (3 pages)View decision -
Decision Reference DRN4566236
15 Jun 2017 Nationwide Building Society Not upheldBanking and creditMr B complains that Nationwide Building Society approved a loan to him irresponsibly and didn’t complete appropriate checks. Ms C complains on behalf of Mr B.backgroundIn September 2016 Mr B took out a personal loan with Nationwide. Ms C, concerned about Mr B’s healt... (3 pages)View decision -
Decision Reference DRN-4459241
23 Nov 2023 Lloyds Bank PLC Not upheldConsumer CreditDRN-4459241 The complaint Mr A complains that Lloyds Bank PLC (‘Lloyds’) irresponsibly gave a loan that he couldn’t afford. What happened On 13 November 2017, Mr A asked for and was given a loan for £5,000 which had a term of four years. In 2022, Mr A complained to Lloyds to say that the l... (3 pages)View decision -
Decision Reference DRN-4753024
7 May 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-4753024 The complaint Mr R is being represented by a claims manager. He’s complaining about Loans 2 Go Limited because he says it lent irresponsibly by giving him loans he couldn’t afford. What happened In 2019 and 2020, Mr R took out the following loans with Loans 2 Go: Loan 1 – Janu... (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
