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-6048425
6 Jan 2026 PDL Finance Limited Not upheldConsumer CreditDRN-6048425 The complaint Mr S complains PDL Finance trading as Mr Lender irresponsibly lent to him. What happened PDL Finance provided Mr S with one loan as follows: Date of Sale Loan Amount Interest rate (p/a) Largest Monthly Repayment Number of Instalments (months) Total amount rep... (5 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 DRN5304241
20 Apr 2020 Bank of Scotland Plc Not upheldBanking and creditMr M has complained that Bank of Scotland Plc (trading as Halifax) won’t refund transactions he says he didn’t make or otherwise authorise.what happenedIn June 2018, Mr M opened an account with Halifax, but didn’t use it.In January 2019, Mr M received batches of cash payments into his acco... (3 pages)View decision -
Decision Reference DRN-5491493
22 Jul 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5491493 Complaint Mr R complains that First Response Finance Limited (“First Response”) unfairly entered into a hire-purchase agreement with him. He’s said he shouldn’t have been lent to given his previous credit history and he was struggling with a gambling addiction. Background I... (5 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 DRN6182870
21 Dec 2020 Madison CF UK Limited Not upheldBanking and creditMr A complains that Madison CF UK Limited trading as 118118 Money (“MCF”) lent to him in an irresponsible manner. background The background to this complaint was set out in the provisional decision I issued in September 2020. An extract from this is attached and forms part of this final de... (4 pages)View decision -
Decision Reference DRN-5779378
9 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5779378 The complaint Miss C says Bank of Scotland plc trading as Halifax (‘Halifax’), irresponsibly lent to her. She thinks that Halifax shouldn’t have allowed her to have a credit card and Halifax ought not to have increased the credit limit on it. She also complains that Halifax... (4 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-5424175
20 May 2025 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-5424175 The complaint Mr W says Marks & Spencer Financial Services Plc trading as M&S Bank irresponsibly lent to him. What happened Mr W took out a loan for £15,000 over 60 months from M&S Bank on 11 November 2021. The monthly repayments were £281.65 and the total repaya... (3 pages)View decision