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 DRN7433942
24 Mar 2020 Metro Bank PLC UpheldBanking and creditMr P complains that Metro Bank plc won’t refund a series of debit card payments that he says he neither made nor authorised. All were made to an online gambling site; they total £810. backgroundMr N explained that he had separated from his partner in March 2018. They remained in touch, how... (3 pages)View decision -
Decision Reference DRN-5738080
27 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5738080 The complaint Mr E complains that Monzo Bank Ltd (Monzo) acted irresponsibly when they agreed to him having a revolving credit facility and subsequent credit limit increase. What happened In March 2022 Mr E applied for a Flex account with Monzo. His application was successfu... (4 pages)View decision -
Decision Reference DRN-5498595
22 May 2025 Chetwood Financial Limited Not upheldConsumer CreditDRN-5498595 The complaint Miss W complains that Chetwood Financial Limited trading as BetterBorrow was irresponsible in its lending to her. What happened Miss W was provided with a £4,000 loan by BetterBorrow in December 2021. The loan term was 24 Months and Miss W was required to make ... (2 pages)View decision -
Decision Reference DRN-2764621
28 Apr 2021 PDL Finance Limited UpheldConsumer CreditDRN-2764621 The complaint Mr R complains that PDL Finance Limited trading as Mr Lender was irresponsible in its lending to him. What happened Mr R was provided with four loans by Mr Lender between October 2014 and August 2016. The details are set out below. Loan Amount Instalments Date Rep... (4 pages)View decision -
Decision Reference DRN-5654019
27 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5654019 The complaint Mr E complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional deci... (4 pages)View decision -
Decision Reference DRN-5515683
8 May 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5515683 The complaint Mr H complains that Halifax Share Dealing Limited (“HSDL”) allowed him to open a stocks and shares ISA account when it knew he had a gambling addiction. He wants HSDL to refund him the losses he made. What happened Mr H previously had a stocks and shares ISA ... (4 pages)View decision -
Decision Reference DRN-3421653
20 May 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3421653 The complaint Mr L complains that NewDay Ltd trading as Marbles Card irresponsibly allowed him to open a credit card account and later increased the credit limit to unaffordable levels. What happened Mr L says he opened the Marbles account in 2015 and at the time had a number o... (2 pages)View decision -
Decision Reference DRN-3612190
1 Dec 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3612190 The complaint Mr P complains TSB Bank plc stopped his debit card without sending a text message, as they’d done previously. What happened Mr P holds a current account with TSB. Early in May 2022, he was using his card to fund gambling transactions. He says this is something he ... (3 pages)View decision -
Decision Reference DRN-3357831
24 May 2022 Lendable Ltd Not upheldConsumer CreditDRN-3357831 The complaint Mr E says Lendable Ltd irresponsibly lent to him. What happened This complaint is about a 36-month instalment loan for £1,550 that Lendable provided to Mr E on 12 March 2021. The monthly repayments were £73.73 and the total repayable was £2,597.45. Mr E says Lenda... (3 pages)View decision -
Decision Reference DRN9061852
16 Dec 2018 Casheuronet UK LLC UpheldBanking and creditMr S complains, in summary, that CashEuroNet UK LLC, trading as QuickQuid, (“QQ”), gavehim loans that he couldn’t afford to repay.backgroundMr S was given six instalment loans by QQ between April 2017 and February 2018. All the loans except the last loan have been ... (6 pages)View decision