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 4727 results
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Decision Reference DRN-5116621
5 Dec 2024 Gain Credit LLC Not upheldConsumer CreditDRN-5116621 The complaint Mr L complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) lent to him without carrying out sufficient checks. What happened Mr L was advanced one loan of £250 on 8 December 2023. Mr L was due to make five monthly repayments of £83.86 foll... (4 pages)View decision -
Decision Reference DRN-5433546
9 Apr 2025 Tandem Home Loans Ltd UpheldMortgagesDRN-5433546 The complaint Ms C says that a secured (second charge) loan she took out in 2021 with Tandem Home Loans Ltd trading as Oplo was unaffordable and irresponsibly lent. What happened Ms C applied for this loan in January 2021 through an independent mortgage broker. The offer iss... (4 pages)View decision -
Decision Reference DRN1389949
3 Sep 2018 Casheuronet UK LLC Not upheldBanking and creditMr H complains about the loans he took out with CashEuroNet UK LLC trading as QuickQuid. He says that he became reliant on these loans and he needed to keep borrowing to balance his finances. He thinks QuickQuid’s credit checks should’ve shown this and it shouldn’t h... (3 pages)View decision -
Decision Reference DRN7090440
10 Feb 2020 Virgin Money plc Not upheldBanking and creditMr M has complained Virgin Money plc won’t refund numerous disputed transactions which he didn’t authorise.backgroundMr M didn’t bank online and only received paper statements for his account with Virgin on a quarterly basis. He went to a Virgin branch to withdraw money and found his accou... (3 pages)View decision -
Decision Reference DRN-3234467
24 Jan 2022 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-3234467 The complaint Mr C complains that Capital One (Europe) plc won’t reimburse him the money he paid to what he says was an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key e... (3 pages)View decision -
Decision Reference DRN-5474801
16 Apr 2025 Evergreen Finance London Limited UpheldConsumer CreditDRN-5474801 The complaint Mr H complains through a representative that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with loans without carrying out sufficient affordability checks. What happened A summary of Mr H’s borrowing can be found below.... (7 pages)View decision -
Decision Reference DRN-4838431
14 Jun 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4838431 Complaint Mrs W has complained about a credit card Clydesdale Bank Plc (trading as “Virgin Money”) provided to her. She says she shouldn’t have been provided with a credit card as it was unaffordable due to other debts that she already held. Background Virgin Money provided Mrs... (3 pages)View decision -
Decision Reference DRN-5076186
13 Nov 2024 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5076186 The complaint Miss R complains that Specialist Motor Finance Limited (SMFL) was irresponsible in its lending to her. She wants all interest, fees and charges she paid under her hire purchase agreement refunded along with statutory interest. What happened SMFL provided Miss R... (3 pages)View decision -
Decision Reference DRN1593021
3 Oct 2017 WDFC UK Limited UpheldBanking and creditMr A complains that WDFC UK Limited (trading as Wonga) lent money to him that he could not afford to repay.backgroundMr A entered into 25 loans with Wonga between June 2011 and January 2014.Mr A says that he needed to borrow because he did not have enough money to... (3 pages)View decision -
Decision Reference DRN-4952878
7 Aug 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4952878 The complaint Mr W has complained that Barclays Bank UK PLC won’t refund transactions he alternately said he either didn’t authorise, or did authorise but as part of a scam. What happened Across several weeks in autumn 2023, a series of card payments were made from Mr W’s Ba... (3 pages)View decision
