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 DRN-5890440
27 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5890440 The complaint Mr F complains that Santander UK Plc (‘Santander’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) scam. What happened In December 2024, Mr F signed up to what he believed to be a legitimate online casino, which I’ll refer to... (4 pages)View decision -
Decision Reference DRN8844292
22 Oct 2014 National Westminster Bank Plc UpheldBanking and creditMr Y, represented in this case by Ms C, complains that National Westminster Bank Plc (“the bank”) allowed him to continue opening accounts, and taking them into overdraft, when it knew that he had a gambling problem for which he was receiving treatment, and had previously assured him t... (2 pages)View decision -
Decision Reference DRN-5287893
10 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5287893 The complaint Mr T has complained that NewDay Ltd acted irresponsibly when it provided him with two credit cards in 2020 and 2022. Background Mr T applied for a ‘Marbles’ credit card with NewDay in August 2020. His application was approved, and he was provided with a card wi... (3 pages)View decision -
Decision Reference DRN-2461271
23 Jul 2021 Advancis Limited UpheldConsumer CreditDRN-2461271 The complaint Miss F complains about two loans from Advancis Limited, trading as Buddy Loans, (“BL”), which she says were unaffordable. What happened Miss F was given two loans by BL from August 2016 to March 2017. Loan 1 was repaid from the proceeds of Loan 2. From the most re... (6 pages)View decision -
Decision Reference DRN-5597667
12 Jan 2026 Gain Credit LLC Not upheldConsumer CreditDRN-5597667 The complaint Mr H complains that Gain Credit LLC, trading as Lending Stream, irresponsibly provided him with a number of loans. What happened Lending Stream provided Mr H with the following loans: • Loan 1 for £80 provided in June 2017, with a total amount repayable of £1... (4 pages)View decision -
Decision Reference DRN-3707034
19 Dec 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3707034 The complaint Mr G complains TSB Bank plc (“TSB”) provided an overdraft to him that was unaffordable. What happened In August 2014, Mr G applied for an overdraft facility of £1,500 for his current account. TSB approved this request. Following this, Mr G’s overdraft limit was in... (4 pages)View decision -
Decision Reference DRN-2956794
20 Sep 2021 Oplo PL Ltd UpheldConsumer CreditDRN-2956794 The complaint Mr T has complained that Oplo PL Ltd (trading as “1st Stop”) lent to him irresponsibly. What happened 1st Stop provided Mr T with a personal loan of £5,000.00 in July 2016. This loan had a 40- month term with a monthly repayment amount of £180.07. This all meant ... (5 pages)View decision -
Decision Reference DRN-5718025
10 Sep 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5718025 The complaint Mr F complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) irresponsibly provided him with a loan whilst he was struggling financially and had a gambling addiction. What happened Lending Stream provided Mr F with three short term lending ... (5 pages)View decision -
Decision Reference DRN7965727
13 Nov 2019 National Westminster Bank Plc Not upheldBanking and creditMr O complains that National Westminster Bank Plc (“NatWest”) acted irresponsibly when it lent him money in 2013.background I issued my provisional decision to both parties on 24 October 2019. A copy of this is attached below and forms part of this final decision. In my provisional decisio... (5 pages)View decision -
Decision Reference DRN3761833
27 Mar 2021 Everyday Lending Limited UpheldBanking and creditIn summary, Mr T has complained that Everyday Lending Limited (ELL) provided him with a loan when he wasn’t able to afford it. background In December 2017 ELL gave Mr T a loan for £3,000 repayable over three years. It was a high interest loan with an interest rate of 149.3% APR. The total ... (5 pages)View decision