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-5705473
4 Dec 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5705473 The complaint Plata Finance Limited provided Mr B with a £2,000 loan in December 2024. Mr B says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute... (2 pages)View decision -
Decision Reference DRN-4742323
15 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4742323 The complaint Mr O complains that Barclaycard Bank UK PLC, trading as Barclaycard (‘Barclaycard’), irresponsibly granted him a credit card he couldn’t afford to repay. What happened Mr O entered into an agreement with Barclaycard to have access to credit with a credit card acco... (4 pages)View decision -
Decision Reference DRN-5577172
23 May 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5577172 The complaint Mrs T complains that The Royal Bank of Scotland Plc (RBS) was irresponsible in its lending to her. She wants all interest and charges on the loan refunded along with statutory interest. What happened RBS provided Mrs T with a £19,000 loan in April 2019. The loa... (4 pages)View decision -
Decision Reference DRN-5923688
11 Mar 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5923688 The complaint Mr L complains that J. P. Morgan Europe Limited, trading as Chase, failed to intervene when he was suffering from a gambling disorder. What happened Mr L had an account with Chase. From 2023 onwards he used the account to pay money to cryptocurrency platforms.... (2 pages)View decision -
Decision Reference DRN7512419
22 Feb 2019 Lendfair Limited Not upheldBanking and creditMrs H complains that Lend Fair Ltd was irresponsible in granting her a loan.backgroundMrs H took out a guarantor loan in August 2016 for £4,000 repayable over 39 months at £184.39 a month. In the summer of 2018 Mrs H complained to Lend Fair. It rejected her complai... (2 pages)View decision -
Decision Reference DRN-5073217
22 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5073217 The complaint Mr K is unhappy with Nationwide Building Society. Mr K said Nationwide’s fraud team contacted him about a transaction on his account. It said the transaction amount (£480) would be returned to him. But the amount did then leave his account and Mr K wants Nation... (2 pages)View decision -
Decision Reference DRN-5994115
19 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5994115 The complaint Mr L complains that Starling Bank Limited (‘Starling’) won’t reimburse his loss after he made payments to an online company. What happened Mr L says that he came across a competition or prize draw site I’ll call ‘P’ in this decision. He says the marketing made... (4 pages)View decision -
Decision Reference DRN-6213652
17 Mar 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-6213652 The complaint Mr M complains that PROPEL HOLDINGS (UK) LIMITED trading as Quid Market (Quid Market) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr M’s borrowing can be found below. loan number loan amount agreement date r... (4 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 DRN0967613
30 Apr 2021 Harvey & Thompson Limited UpheldBanking and creditMr A complains that Harvey & Thompson Limited continually agreed to accept items for pawn from him over a number of years, despite them knowing about his serious medical conditions and his gambling addiction. Mr A further complains that Harvey & Thompson Limited lent beyond the val... (6 pages)View decision