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-3565394
9 Dec 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3565394 The complaint Mr J complains there was malpractice by Bank of Scotland trading as Halifax (BOS) in relation to how they communicated about a credit card account in his name – he would like to be compensated for this. What happened The detailed background to this complaint is we... (4 pages)View decision -
Decision Reference DRN-5795395
17 Dec 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5795395 The complaint Mr F complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket lent to him irresponsibly and when he had a gambling habit. What happened Here is a brief table of the lending. Loan Approved Amount Terms (rounded) Repaid 1 27 November 2020 £350£164 x 3 mo... (2 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-5128391
6 Nov 2024 Evolution Lending Limited UpheldMortgagesDRN-5128391 The complaint Mr L complains that Evolution Lending Limited lent to him irresponsibly when it gave him a third charge mortgage. What happened In January 2023, Mr L took out a third charge mortgage with Evolution. He borrowed £15,000 over 15 years on a variable interest rate ... (5 pages)View decision -
Decision Reference DRN-4376063
10 Nov 2023 Spreadex Limited Not upheldInvestmentsDRN-4376063 The complaint Mr C complains that Spreadex Limited allowed him to run up significant unaffordable sports spread betting losses. He feels it should’ve have carried out more stringent checks and restricted access to his account sooner. What happened Mr C opened an account with Sp... (5 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 -
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-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