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 5125 results
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Decision Reference DRN-5583410
3 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5583410 THE COMPLAINT Mr H complains that Barclays Bank UK PLC (“Barclays”) will not reimburse him money he says he lost when he fell victim to fraud. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in ... (3 pages)View decision -
Decision Reference DRN8108807
15 Mar 2018 Barclays Bank Plc Not upheldBanking and creditMr H complains about interest and charges on his credit card with Barclays Bank Plc (trading as Barclaycard). He thinks they should have done more to assist him because he was in financial difficulty.backgroundIn 1993, Mr H opened a Barclaycard account. Mr H unfortunately ... (3 pages)View decision -
Decision Reference DRN-5619961
17 Sep 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5619961 The complaint Mr P is complaining Startline Motor Finance Limited’s acted irresponsibly in lending to him – he says the agreement was unaffordable. What happened In February 2022, Mr P took out a hire purchase agreement with Startline to finance the purchase of a car. He pai... (4 pages)View decision -
Decision Reference DRN-4435433
16 Nov 2023 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4435433 The complaint Mr C believes Startline Motor Finance Limited acted irresponsibly by agreeing a hire purchase agreement he’d applied for. What happened In June 2021, Mr C was supplied with a used car through a hire purchase agreement with Startline. He paid a deposit of £250, and... (4 pages)View decision -
Decision Reference DRN2324604
23 Mar 2018 Gain Credit LLC UpheldBanking and creditMr S complains that Gain Credit LLC (trading as Lending Stream) lent him money he couldn’t afford to repay.backgroundMr S took out 20 instalment loans between August 2014 and January 2017. He says Lending Stream shouldn’t have agreed to lend as he was carrying a l... (4 pages)View decision -
Decision Reference DRN-5280693
27 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5280693 Complaint Miss W has complained that Aqua Ltd (trading as “Aqua”) irresponsibly provided a credit card as well and the subsequent credit limit increases to her. She says that they were unaffordable and became unmanageable. Background Aqua provided Miss W with a credit card... (5 pages)View decision -
Decision Reference DRN8361979
22 Jun 2017 Euronetcash, Llc Not upheldBanking and creditMr D complains that EuroNetCash LLC, trading as On Stride Financial, irresponsibly lent him money without properly carrying out checks of whether he could afford to repay it.backgroundIn December 2016 Mr D borrowed £4,000 from On Stride Financial over a term of three ... (2 pages)View decision -
Decision Reference DRN-5389244
29 Mar 2025 Stagemount Limited UpheldConsumer CreditDRN-5389244 The complaint Mr B argues that Stagemount Limited trading as Quidmarket gave him loans he couldn’t afford to repay. What happened Mr B initially complained about all the loans Quidmarket agreed between 2014 until 2024. Our service concluded that his complaint in relation to... (4 pages)View decision -
Decision Reference DRN2043096
20 Feb 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr and Mrs C complain that The Royal Bank of Scotland Plc (“RBS”) wrongly rejected Mrs C’s claim for a refund of payments from their joint account which she says were made by a fraudster. They also complain that RBS closed their joint account earlier than it had sai... (2 pages)View decision -
Decision Reference DRN5077734
1 Feb 2018 Euronetcash, Llc Not upheldBanking and creditMr S complains that EuroNetCash LLC (trading as On Stride Financial) gave him a loan that he couldn’t afford.backgroundIn 2015 Mr S took a loan for £1,000 with On Stride Financial. The loan was repayable by thirteen monthly instalments of £104.24.Mr S repaid the loan ... (2 pages)View decision
