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 5443 results
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Decision Reference DRN-2887958
12 Jan 2022 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2887958 The complaint Miss R complains that Capital One (Europe) plc won’t reimburse her the money she paid to what she 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 k... (2 pages)View decision -
Decision Reference DRN-3784334
17 Nov 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3784334 The complaint Mr M complains that Barclays Bank UK PLC trading as Barclaycard irresponsibly gave him a credit card that he couldn’t afford. For simplicity, I will refer to the business throughout as ‘Barclaycard’. What happened In March 2016, Mr M applied for a credit card with... (2 pages)View decision -
Decision Reference DRN-4388035
3 Nov 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4388035 The complaint Mr R complains that Bank of Scotland plc trading as Halifax (“Halifax”) failed to refund transactions he didn’t recognise. What happened Mr R had difficulties accessing his online account and also noticed that his bank card was missing. He reported this to Halifax... (4 pages)View decision -
Decision Reference DRN2681796
21 Nov 2017 Uncle Buck Finance LLP UpheldBanking and creditMrs A complains Uncle Buck Finance LLP (“UBF”) provided her with loans she couldn’t afford to repay.backgroundThe background to this complaint, and my initial two sets of findings on it, can be found in the attached provisional decisions which form a part of and shou... (9 pages)View decision -
Decision Reference DRN-5651927
11 Sep 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5651927 The complaint Mr C is complaining that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) acted irresponsibly in lending to him. What happened In June 2023, Mr C applied for a loan with CCB. They lent him £4,000 over a three-year term, wit... (3 pages)View decision -
Decision Reference DRN9531068
28 Feb 2020 PDL Finance Limited UpheldBanking and creditMr G complains that PDL Finance Limited, trading as Mr Lender, lent to him in an irresponsible manner.backgroundMr G took out three instalment loans with Mr Lender in February and March 2018. Loans one and two were repayable over three instalments. Mr G repaid those loans soon after he too... (3 pages)View decision -
Decision Reference DRN9518209
24 Aug 2018 Western Circle Limited Not upheldBanking and creditMr W complains that Western Circle Ltd gave him loans he couldn’t afford to repay. An adviser is helping him to bring his complaint. backgroundMr W took out the following loans with Western Circle:date£ amount borrowedno./ £ amount of repayments at outset (rounded)date re... (2 pages)View decision -
Decision Reference DRN-5757827
8 Dec 2025 Lendable Ltd UpheldBanking and PaymentsDRN-5757827 The complaint Mr S complains about the service he received from Lendable Ltd trading as Zable when trying to get a refund for transactions charged to his credit card. What happened The background to this complaint is well known to both parties, so I won’t repeat it at lengt... (2 pages)View decision -
Decision Reference DRN-5704207
3 Oct 2025 Match the Cash Limited Not upheldConsumer CreditDRN-5704207 The complaint Mrs T complains that Match the Cash Limited (Match the Cash) acted irresponsibly in providing her with a guarantor loan because it was unaffordable for her. What happened Mrs T took out a personal loan with Match the Cash in June 2023. The loan was for £6,000.... (2 pages)View decision -
Decision Reference DRN-4855759
16 Jul 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4855759 The complaint Miss D complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly allowed her to open an unaffordable credit card account. What happened Miss D says she opened a Virgin Money credit card account in February 2022. She says the lending decision was ... (2 pages)View decision