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-4519988
5 Jan 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-4519988 Complaint Mr G complains that Advantage Finance Ltd (“Advantage Finance”) unfairly entered into a hire-purchase agreement with him. He’s said he was the monthly payments for the agreement weren’t affordable and so he shouldn’t have been accepted for it. Background In June 2021,... (3 pages)View decision -
Decision Reference DRN5160437
12 Dec 2014 Tesco Personal Finance PLC Not upheldBanking and creditMr C complains about the way in which Tesco Personal Finance PLC has charged interest on his credit card account. backgroundMr C used his credit card for a couple of gambling transactions in early 2014. These transactions are deemed to be cash advances. Mr C says he was aware of this, s... (2 pages)View decision -
Decision Reference DRN7014570
16 Dec 2019 Lloyds Bank PLC UpheldBanking and creditMr L complains about the service he received from Lloyds Bank PLC (Lloyds). He says Lloyds did not allow him, as his mother’s attorney, access to her account, because he is a non-UK resident, and secondly that Lloyds had no procedure to detect unusual activity on her accounts, which led to... (3 pages)View decision -
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 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 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-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 DRN-2442000
15 Aug 2021 TFS Loans Limited UpheldConsumer CreditDRN-2442000 The complaint Mr H has complained that TFS Loans Limited (“TFS Loans”) provided him with an unaffordable loan. What happened TFS Loans provided Mr H with a loan of £7,500 in March 2018. This loan had a 48-months term with a monthly repayment amount of £288.13. This all meant th... (3 pages)View decision -
Decision Reference DRN4535412
17 May 2018 Gain Credit LLC UpheldBanking and creditMr H complains that Gain Credit LLC, trading as Lending Stream, gave him loans he couldn’t afford to repay.backgroundMr H took out the following instalment loans with Lending Stream:date£ amount borroweddate repaid11 December 20111352 February 2012230 December 20112658 Febru... (3 pages)View decision
