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 DRN5856257
15 May 2019 Nationwide Building Society Not upheldBanking and creditMr R complains that Nationwide Building Society was irresponsible in providing him with three loans between 2010 and 2011.backgroundMr R applied to Nationwide for a fixed term loan of £8,000 in November 2010 (loan 1). In June 2011 Nationwide agreed another loan of £10,00... (3 pages)View decision -
Decision Reference DRN9307909
5 Aug 2019 Barclays Bank UK PLC Not upheldBanking and creditMr S complains about how Barclays Bank UK PLC has dealt with his financial difficulties.backgroundMr S says he took out a Barclays loan but has experienced financial difficulties following an accident. He says he asked Barclays to increase his overdraft in April 2018 and again some months ... (2 pages)View decision -
Decision Reference DRN-4418817
7 Dec 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4418817 The complaint Mr T is unhappy that Revolut Ltd took a long time to send him funds that had been paid into a closed account. He’s also unhappy that it deducted a sum from the total balance and sent it to someone else. What happened Mr T’s account was restricted in January 2023 w... (2 pages)View decision -
Decision Reference DRN-5011026
8 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5011026 The complaint Mr D complains that Barclays Bank UK Plc (“Barclays”) didn’t do enough to protect him when his account was used by an individual known to him. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead... (5 pages)View decision -
Decision Reference DRN1437633
10 Mar 2018 Vanquis Bank Limited Not upheldBanking and creditMrs P complains that Vanquis Bank Limited didn’t do enough to limit her spending on her credit card account when she was experiencing difficulties.backgroundMrs P suffers from ill health and she says that, alongside some other difficult circumstances, this led to her sta... (2 pages)View decision -
Decision Reference DRN5262863
15 Aug 2019 Barclays Bank UK PLC Not upheldBanking and creditMr J complains that Barclays Bank UK plc is holding him liable for a series of gambling transactions that he says he neither made nor authorised. backgroundOver the course of one day in August 2017 twenty-seven payments totalling £2,200 were made from Mr J’s Barclays account. Each payment... (2 pages)View decision -
Decision Reference DRN-2715866
23 Apr 2021 Carcashpoint Limited UpheldConsumer CreditDRN-2715866 The complaint Mrs D has complained that CarCashPoint Limited (“CCP” or “the lender”) was irresponsible to have agreed credit for her. What happened CCP provided Mrs D with a loan of £5,500 in June 2018. The total amount of £25,300, including interest and charges, was to be repa... (3 pages)View decision -
Decision Reference DRN9243410
29 Jan 2018 Lending Stream Llc UpheldBanking and creditMr W complains that Lending Stream LLC lent money to him that he could not afford to repay.backgroundMr W took out twenty loans with Lending Stream between March 2014 and December 2015. He says that the loans were unaffordable and that Lending Stream did not carry out ... (3 pages)View decision -
Decision Reference DRN-3222292
20 Dec 2021 MotoNovo Finance Limited Not upheldConsumer CreditDRN-3222292 The complaint Miss L complains that MotoNovo Finance Limited (“MotoNovo”) irresponsibly granted her a loan she couldn’t afford to repay. What happened I issued my provisional decision on this complaint in November 2021. An extract from that provisional decision is set out below... (3 pages)View decision -
Decision Reference DRN-5893886
20 Oct 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5893886 The complaint Mr A, who is represented by a third party, complains that Go Car Credit Limited (“Go Car Credit”) irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In February 2019 Mr A acquired a used car financed by a hire purcha... (3 pages)View decision