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 5478 results
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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 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 DRN9034148
27 Sep 2018 Barclays Bank Plc Not upheldBanking and creditMr P says it was irresponsible of Barclays Bank Plc (trading as Barclaycard) to increase his credit limit.backgroundMr P took out a Barclaycard in 2011. Barclays decreased the credit limit in 2012 after Mr P had difficulty staying within it and making the necessar... (3 pages)View decision -
Decision Reference DRN-4778347
3 Jun 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-4778347 The complaint Mr P Mr P complains that Sainsbury’s Bank PLC lent to him irresponsibly. What happened Mr P applied for two loans. A brief loan table gives some details. Loan Approved Amount Interest Repayments and term Repaid 1 28 November 2016 £24,000 £5,448.72 74 months at £40... (9 pages)View decision -
Decision Reference DRN-5539554
12 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5539554 The complaint Mr H complains that TSB Bank plc (TSB) allowed his account to become overdrawn. What happened In December 2024, Mr H was frequently using his TSB bank account for on-line gambling transactions with Company A. Mr H thought he could only go ahead with these tra... (2 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 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-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 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 DRN9552124
26 Mar 2015 Barclays Bank Plc Not upheldBanking and creditMr T complains that Barclays Bank Plc lent him an unsecured loan for £35,000 without checking his financial history. He wants the debt cleared.backgroundMr T applied for an unsecured loan for £35,000 from Barclays. He met the repayments on time for six months but then c... (2 pages)View decision