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-5585003
8 Oct 2025 Lendable Ltd Not upheldConsumer CreditDRN-5585003 The complaint Mr C is complaining that Lendable Ltd trading as Lendable lent to him irresponsibly by providing him with a personal loan. What happened In December 2022, Lendable approved Mr C’s application for a £1,000 loan. The agreement required him to make 24 monthly repa... (4 pages)View decision -
Decision Reference DRN-3157754
23 Dec 2021 Street (UK) C.I.C. Not upheldConsumer CreditDRN-3157754 The complaint Mr W complains that the loan he had from Street (UK) C.I.C. was unaffordable to him. What happened Mr W borrowed £200 from Street UK on 7 November 2019. The loan was due to be repaid by 12 four-weekly instalments of £25. Mr W says the repayments were unaffordable ... (3 pages)View decision -
Decision Reference DRN-3036281
17 Sep 2021 Nationwide Building Society UpheldBanking and PaymentsDRN-3036281 The complaint Miss G’s complaint came up because of the way Nationwide Building Society handled her basic account when it went overdrawn. Her complaint has expanded, as she’s unhappy with the steps Nationwide have taken over the years to help her with her mental health issues a... (6 pages)View decision -
Decision Reference DRN0353598
6 Jul 2016 Covea Insurance plc UpheldInsurance (excluding PPI)S, a limited company, complains about the settlement of a claim by Covea Insurance plc under a commercial insurance policy.backgroundS made a claim under the policy following a theft. The person responsible for the theft was an ex-employee (who I’ll call Mr Z). The ... (3 pages)View decision -
Decision Reference DRN-5071835
20 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5071835 The complaint Mr F complains that Revolut Ltd hasn’t helped him recover a payment that was sent to his account by another company. What happened In April 2024, Mr F instructed a company to transfer some money to his account with Revolut. The money was never received though a... (2 pages)View decision -
Decision Reference DRN1949778
22 Jun 2016 Barclays Bank Plc Not upheldBanking and creditMrs B complains that Barclays Bank Plc closed her account. The bank did this after it said her husband was abusive to its staff when he was speaking to them about problems with the account. Mrs B’s helped in her complaint by her husband.backgroundAlthough the acc... (2 pages)View decision -
Decision Reference DRN8585684
6 Oct 2017 MEM Consumer Finance Limited UpheldBanking and creditMs C has complained about several loans granted to her by MEM Consumer Finance Limited trading as Payday UK (“Payday UK”). She’s said the loans were unaffordable for her.backgroundI issued my provisional decision in September 2017, a copy of which is attached and form... (4 pages)View decision -
Decision Reference DRN-2294968
29 Mar 2021 1plus1 Loans Limited UpheldConsumer CreditDRN-2294968 Complaint Miss A has complained that 1plus 1 Loans Limited (trading as “1plus 1 Loans”) provided her with an unaffordable guarantor loan at a time when she had a gambling addiction. Background 1plus 1 Loans provided Miss A with a loan of £4,000.00 in May 2018. This loan had an... (6 pages)View decision -
Decision Reference DRN9532744
5 Sep 2017 Express Finance (Bromley) Limited UpheldBanking and creditMr H has complained about payday loans he took out with Express Finance (Bromley) Limited (trading as Payday Express). He says Payday Express didn’t check whether the loans were affordable, and had it done so, it wouldn’t have lent to him. backgroundA summary of Mr ... (4 pages)View decision -
Decision Reference DRN-2051422
12 Jan 2021 Advancis Limited UpheldConsumer CreditDRN-2051422 The complaint Mr W complains Advancis Limited trading as Buddy Loans irresponsibly lent to him. He says Buddy Loans didn’t complete reasonable and proportionate checks before approving him for a loan. He says had Buddy Loans done this, it would’ve seen the loan was unaffordable... (4 pages)View decision
