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 DRN8139739
24 Sep 2018 HSBC Bank plc UpheldBanking and creditMr P complains that HSBC Bank Plc mis-sold him a credit card that was unaffordable for him. He says it’s failed to treat him sympathetically in his financial difficulties.backgroundMr P took out a credit card online with HSBC in September 2016 after providing confirma... (2 pages)View decision -
Decision Reference DRN3916131
21 Dec 2018 Santander UK Plc Not upheldBanking and creditMiss S has complained that Santander UK Plc hasn’t treated her fairly as she’s said she’s suffering from financial difficulties. She thinks the charges she’s incurred on her current account are unfair and are forcing her into a spiral of debt.backgroundMiss S has ... (2 pages)View decision -
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 DRN-4707427
3 Jun 2024 Fairscore Ltd UpheldConsumer CreditDRN-4707427 The complaint Mr B complains about Fairscore Ltd’s, trading as Updraft, three lending decisions which he believes were irresponsible. What happened Mr B took out the following three loans with Updraft: Loan 1 o£5,000 in October 2020 oRequiring 35 monthly repayments of £182.37 ... (3 pages)View decision -
Decision Reference DRN-4731663
19 Apr 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4731663 The complaint Mr P says that Capital One (Europe) plc (“Capital One”) were irresponsible to extend credit to him. What happened Capital One approved a credit card application for Mr P in February 2019, the credit limit was initially set at £200 and was never increased. Mr P say... (2 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 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-3477207
23 May 2022 Logbook Money Limited UpheldConsumer CreditDRN-3477207 The complaint Miss H has complained that Logbook Money Limited (“LBM”) was irresponsible to have agreed credit for her. What happened LBM provided Miss H with a loan of £1,500 on 26 April 2021. The total amount of £4,200, including interest and charges, was to be repaid in 78 w... (3 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 -
Decision Reference DRN-3851524
19 Dec 2022 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-3851524 The complaint Mr R complains that Sainsbury’s Bank Plc (“Sainsbury’s”) lent to him irresponsibly when it gave him a loan that he says he couldn’t afford. What happened Mr R took out an unsecured loan for £14,000 with Sainsbury’s in June 2022. He told Sainsbury’s he wanted to bu... (2 pages)View decision
