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 DRN0088763
19 Nov 2019 IG Markets Limited Not upheldInvestment and pensionsMr J is complaining that IG Markets Limited (“IG”) closed a number of positions on his spread betting account at incorrect prices on 17 April 2018. Mr J has also complained that he had previously closed his account in November 2016 and it shouldn’t have been reactivated in January 2018. He... (2 pages)View decision -
Decision Reference DRN-3499944
7 Jun 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3499944 The complaint Mr C says that Lloyds Bank PLC (“Lloyds”) acted irresponsibly by allowing him to increase his overdraft limit to £5,000. He says Lloyds failed to carry out the correct credit checks. What happened One of our adjudicators looked into Mr C’s concerns and didn’t thin... (3 pages)View decision -
Decision Reference DRN4700520
23 Sep 2015 Santander UK Plc Not upheldBanking and creditMr C complains Santander UK Plc won’t refund him money that’s been taken out of his account. He says he didn’t agree to the money being taken – in other words, he didn’t authorise the payments.backgroundThere’s some disagreement between Mr C and Santander about what ... (3 pages)View decision -
Decision Reference DRN9005742
27 Oct 2017 Bamboo Limited Not upheldBanking and creditMiss P complains that Bamboo Limited mis-sold her a loan she could not afford.backgroundIn January 2017 Miss P applied to Bamboo for a loan of £10,000. It offered her £5,000 and she took it. This loan was guaranteed by a third party and was to be repaid over five y... (2 pages)View decision -
Decision Reference DRN9147357
7 Jun 2018 Casheuronet UK LLC UpheldBanking and creditMr H complains that CashEuroNet UK LLC, trading as QuickQuid (“QQ”) and Pounds to Pocket (“P2P”), gave him loans that he couldn’t afford to repay.backgroundMr H was given 6 loans and two top up loans by QQ between November 2010 and January 2012. These have all been re... (5 pages)View decision -
Decision Reference DRN-3481971
31 May 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3481971 The complaint Mr C says AvantCredit of UK, LLC irresponsibly lent to him. What happened This complaint is about a loan AvantCredit provided to Mr C in January 2016. The loan was for £4200 and was due to be repaid for Mr C over 36 months. The loan was outstanding at the time Mr ... (3 pages)View decision -
Decision Reference DRN-5284575
4 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5284575 The complaint Mr S complains that National Westminster Bank Public Limited Company (NatWest) failed to sufficiently intervene causing him to fall victim to an authorised push payment (APP) investment scam. What happened The details of this complaint are well known to both p... (3 pages)View decision -
Decision Reference DRN-3826436
28 Nov 2022 Progressive Money Limited UpheldConsumer CreditDRN-3826436 The complaint Miss K has complained that Progressive Money Limited (“PML”) acted irresponsibly when it agreed to give her a loan for £11,000 in 2017. Background Miss K applied for an unsecured loan from PML in July 2017 which she said was to consolidate two different car loans ... (3 pages)View decision -
Decision Reference DRN-4415591
14 Dec 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4415591 The complaint Mr S complains that Capital One (Europe) plc (‘Capital One’) irresponsibly gave him four credit cards that he couldn’t afford. What happened On 1 March 2018, Mr S applied for and was given a credit card with a credit limit of £200. The card was paid off in full an... (3 pages)View decision -
Decision Reference DRN-3374587
10 May 2022 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-3374587 The complaint Mrs A complains that Marks & Spencer Financial Services Plc (“M&S Bank”) have failed to refund £1,450 she lost as part of a cryptocurrency investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat eve... (3 pages)View decision
