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-4405713
8 Jan 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4405713 The complaint Mr B complains about charges that were applied to his credit card account following four transactions he made on his credit card with Clydesdale Bank Plc, trading as Virgin Money. What happened Mr B holds a credit card account with Virgin Money. Across June and Ju... (2 pages)View decision -
Decision Reference DRN-5769615
27 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5769615 The complaint Mr C has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr C found his account with Monzo had been closed and that Monzo had lodged a fraud- related marker on his record with CIFAS. He o... (2 pages)View decision -
Decision Reference DRN-3042754
19 Jan 2022 Metro Bank PLC Not upheldBanking and PaymentsDRN-3042754 The complaint Mr E complains about his bank Metro Bank Plc. He says it didn’t do enough to recover the payments he made to an investment scam company. What happened The background of this complaint is well known to both parties, so I don’t intend to repeat what happened in much... (2 pages)View decision -
Decision Reference DRN-4696337
1 May 2024 Barclays Bank UK PLC UpheldConsumer CreditDRN-4696337 The complaint Mr C complains that Barclays Bank UK PLC lent to him irresponsibly. What happened Mr C has had several loans with Barclays over the years and complains that those listed below were lent to him irresponsibly. Date opened Amount Term Monthly repayment Date repaid Lo... (4 pages)View decision -
Decision Reference DRN0912016
25 Apr 2017 Casheuronet UK LLC UpheldBanking and creditMr H complains about four instalment loans he took out with CashEuroNet UK LLC (trading as Pounds to Pocket) which he says Pounds to Pocket shouldn’t have given him because the loans were unaffordable. backgroundMr H borrowed four instalment loans from Pounds to Pocket... (5 pages)View decision -
Decision Reference DRN-3419767
7 Apr 2022 Everyday Lending Limited Not upheldConsumer CreditDRN-3419767 The complaint Mr F said Everyday Lending Limited trading as Everyday Loans lent to him irresponsibly. What happened Mr F took out a loan with Everyday Loans as follows: Date taken Amount Term Monthly repayment Total amount repayable Loan status 09/11/2016 £2,500 36 months £242.... (4 pages)View decision -
Decision Reference DRN-4469071
21 Nov 2023 Zopa Bank Limited Not upheldConsumer CreditDRN-4469071 The complaint Mr S complains that Zopa Bank Limited irresponsibly gave him a fixed sum loan agreement he couldn’t afford to repay. What happened In March 2021, Mr S applied for a fixed sum loan with Zopa. He declared the loan was to be used to consolidate existing debts. The lo... (4 pages)View decision -
Decision Reference DRN-5237079
31 Mar 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5237079 The complaint Miss T complains Monzo Bank Ltd’s (Monzo) decision to lend to her was irresponsible and unaffordable for her. She says had Monzo completed adequate checks before providing her with a personal loan, they wouldn’t have agreed to provide her credit. What happened ... (5 pages)View decision -
Decision Reference DRN-4440346
11 Jan 2024 Vanquis Bank Limited Not upheldConsumer CreditDRN-4440346 The complaint Mr H complains that Vanquis Bank Limited (‘Vanquis’) irresponsibly gave him a loan that he couldn’t afford. What happened On 12 July 2022, Mr H asked for and was given a loan for £3,000 which had a term of two years. In 2023, Mr H complained to Vanquis to say that... (2 pages)View decision -
Decision Reference DRN-3781587
10 Nov 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3781587 The complaint Mr P complains that HSBC UK Bank Plc (‘HSBC Bank’) irresponsibly gave him a credit card account that he couldn’t afford. What happened On 22 November 2018, Mr P’s credit card was opened by HSBC Bank with an initial credit limit of £4,000. This credit limit was nev... (2 pages)View decision
