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-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-2392507
13 Jan 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2392507 The complaint Miss M has complained that Santander UK Plc won’t refund transactions, which she says she didn’t authorise. What happened Miss M opened an account with an online gambling merchant in January 2018. She later registered with GAMSTOP to have herself excluded from gam... (4 pages)View decision -
Decision Reference DRN-3410242
1 Apr 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3410242 The complaint Mr W complains Nationwide Building Society acted unfairly when it defaulted his accounts. What happened Mr W had two current accounts with Nationwide – a Flex account and a FlexDirect account. He says he’d been the victim of various phishing scams and there were t... (9 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 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-3758096
17 Oct 2022 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-3758096 The complaint Mr F complains that Bank of Ireland (UK) Plc trading as Post Office Financial Services irresponsibly gave him a loan that he couldn’t afford. For simplicity, I will refer to the business throughout as ‘Bank of Ireland’. What happened In December 2020, Mr F applied... (3 pages)View decision -
Decision Reference DRN-5359581
3 Mar 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5359581 The complaint Mr P complains that Tesco Personal Finance PLC trading as Tesco Bank lent to him irresponsibly. What happened On 25 February 2014, Mr P applied for – and was granted – a loan for £11,000 from Tesco. It was to be repaid in 60 monthly instalments of £235.63. The ... (3 pages)View decision -
Decision Reference DRN-5539669
24 Oct 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5539669 The complaint Mr M complains that OAKBROOK FINANCE LIMITED lent to him when he could not afford it. He says that proper checks would have revealed he has a gambling problem. Mr M wants the debt to be written off. Or he wants the interest to be removed and be offered an affor... (3 pages)View decision -
Decision Reference DRN-2303365
25 Nov 2020 Plus500UK Ltd Not upheldInvestmentsDRN-2303365 The complaint Mr I says Plus500UK Ltd (‘Plus500’) did as follows: Allowed him to trade Options in his account without informing him that it was “completely different to regular trading” with “entirely different set of problems and risks”. A number of his Options trades resulte... (3 pages)View decision
