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 4764 results
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Decision Reference DRN-2608999
18 Feb 2021 Gain Credit LLC UpheldConsumer CreditDRN-2608999 The complaint Mr P complains about eleven loans that he took out with Gain Credit LLC, trading as Lending Stream, (“LS”), which he said were unaffordable. The complaint is brought to this service on Mr P’s behalf by a claims management company. But for ease, I shall refer below... (7 pages)View decision -
Decision Reference DRN5917451
17 Feb 2021 Loans 2 Go Limited UpheldBanking and creditMr P firstly complains about a personal loan provided to him by Loans 2 Go Limited, trading as Loans 2 Go, (“L2G”), which he says was unaffordable. He is also unhappy with L2G’s customer service. background L2G provided Mr P with a loan of £400 on 1 September 2018. The interest rate was 20... (7 pages)View decision -
Decision Reference DRN-5528967
2 May 2025 Plus500UK Ltd UpheldInvestmentsDRN-5528967 The complaint Mr M complains that Plus500UK Ltd failed to support him appropriately once he’d disclosed a vulnerability. He says it told him it would close his account, but let him continue adding funds to support his positions. It then forcibly closed his trades for a loss.... (7 pages)View decision -
Decision Reference DRN-3276935
28 Jan 2022 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-3276935 The complaint Mr and Mrs B complain that they were given unsuitable investment advice by Aviva Life & Pensions UK Limited, referred to as “the business”. They’re being represented by a Claims Management Company (CMC). What happened In my provisional decision of 29 December ... (5 pages)View decision -
Decision Reference DRN-4490137
1 Dec 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4490137 The complaint Mr H complains that HSBC UK Bank Plc closed his bank account and didn’t treat him fairly when it asked him to repay money he owed after a failed chargeback claim. What happened The detailed background of this complaint is well known to both parties. So, I’ll only ... (7 pages)View decision -
Decision Reference DRN3171350
24 Jul 2017 Nationwide Building Society Not upheldBanking and creditMr N complains that Nationwide Building Society will not refund some disputed transactions.backgroundMr N complained to Nationwide about some payments made to an online gambling website - S. There were a number of payments made, totalling £20400, which Mr N says he ... (1 page)View decision -
Decision Reference DRN0540629
24 Jan 2014 Barclays Bank Plc Not upheldBanking and creditMr C complains that Barclays Bank plc will not refund a number of card transactions which he says he neither made nor authorised. backgroundA number of disputed transactions were made on Mr C’s credit card account. They included point of sale payments (that is, at shops and petrol ... (2 pages)View decision -
Decision Reference DRN1380217
27 Nov 2017 Active Securities Limited UpheldBanking and creditMr M complains that Active Securities Limited (trading as 247 Money Box) was irresponsible to continue to lend him money when he had insufficient disposable income and was using one loan to repay another.backgroundMr M had 40 loans from 247 Money Box between March 2013... (3 pages)View decision -
Decision Reference DRN5491581
28 Nov 2017 Shop Direct Finance Company Limited Not upheldBanking and creditMr W complains that Shop Direct Finance Company Limited increased his credit limit irresponsibly.backgroundMr W opened an account with Shop Direct in 2013 with an initial credit limit of £1,000. Shortly after this he fell into arrears and owed £13.25 at which point ... (1 page)View decision -
Decision Reference DRN0153016
27 Nov 2017 Lending Stream Llc UpheldBanking and creditMr G complains about the payday loans Lending Stream LLC lent to him. He says the necessary checks weren’t carried out before lending to him and that the loans were unaffordable.backgroundI issued a provisional decision on 2 November 2017 where I set out the backgro... (7 pages)View decision
