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 DRN0463794
16 May 2017 Barclays Bank Plc Not upheldBanking and creditMr M complains about the way in which Barclays Bank Plc has dealt with transactions on his account that he says he neither made nor authorised.He’s unhappy that his account has been credited and re-debited on multiple occasions, causing confusion and, Mr M says, leav... (2 pages)View decision -
Decision Reference DRN2534335
6 Apr 2017 Instant Cash Loans Limited UpheldBanking and creditMr C complains that Instant Cash Loans Limited (trading as Payday UK) gave him loans he couldn’t afford to pay back. backgroundMr C took out 10 loans with Payday UK between 24 March 2015 and 26 October 2016.Mr C hasn’t yet paid back the last loan. Our adjudicator tho... (2 pages)View decision -
Decision Reference DRN-3626976
17 Aug 2022 Lendable Ltd Not upheldConsumer CreditDRN-3626976 Complaint Mr N has complained about loans Lendable Ltd (“Lendable”) provided to him. He says his income exceeded his expenditure and he shouldn’t have been provided with these loans. Background Lendable provided Mr N with a first loan for £1,200.00 in October 2020. This loan wa... (3 pages)View decision -
Decision Reference DRN6785388
13 Feb 2017 Wage Day Advance Limited UpheldBanking and creditMs L complains that Wage Day Advance Limited “Wage Day” lent her money she couldn’t afford to repay. backgroundWage Day provided Ms L with eleven loans between September 2012 and March 2016:(1)£100 – 27.09.12 (7) £100 – 08.07.15 (2) £100 – 24.01.14 (8) £250 – 01.09.1... (3 pages)View decision -
Decision Reference DRN5186681
18 Sep 2018 Active Securities Limited UpheldBanking and creditMr W complains that Active Securities Limited trading as 247 Moneybox gave him loans that he couldn’t afford to repay.background247 Moneybox gave Mr W 15 loans between April 2015 and April 2017. A summary of Mr W’s borrowing from 247 Moneybox is set out below. Loan ... (4 pages)View decision -
Decision Reference DRN-2863247
11 Oct 2021 Western Circle Ltd Not upheldConsumer CreditDRN-2863247 The complaint Mr B has complained that Western Circle Ltd trading as Cashfloat didn’t carry out proper affordability checks. What happened Mr B took one payday loan from Cashfloat in September 2019. A summary of his borrowing, based on the information provided to us from Cashf... (3 pages)View decision -
Decision Reference DRN-2957326
1 Sep 2021 Plus500UK Ltd Not upheldInvestmentsDRN-2957326 The complaint Ms K complains about her Contracts for Differences (CFD) trading account with Plus500UK Ltd. What happened Ms K opened her account in February 2018 and traded until she closed it in September 2018. She reopened the account in April 2020 and traded until October 20... (4 pages)View decision -
Decision Reference DRN-5622318
17 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5622318 The complaint Mr O complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr O applied for an Aqua credit card in February 2018. In his application, Mr O said he was emplo... (3 pages)View decision -
Decision Reference DRN-1562198
21 Sep 2020 MBNA Limited Not upheldBanking and PaymentsDRN-1562198The complaintMr P is unhappy that MBNA Limited allowed him to increase his credit limit and to make money transfers. He said the card was unaffordable. What happenedMr P took out a credit card with MBNA. This had a 0% promotional rate on money transfers for the first 20 months. ... (3 pages)View decision -
Decision Reference DRN-3091261
6 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3091261 The complaint Mr B complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card and later increased the credit limit twice. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. In ... (3 pages)View decision
