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 5478 results
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Decision Reference DRN-3665283
2 Sep 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3665283 The complaint Mr L complains through his representative that Loans 2 Go irresponsibly lent him money on high cost loans he couldn’t afford to repay. What happened Loans 2 Go provided Mr L with the following loans: Date Amount Term Monthly repayment Date repaid Loan 1 16/12/2019... (4 pages)View decision -
Decision Reference DRN7690445
29 Aug 2017 Lending Stream Llc UpheldBanking and creditMr H has complained about instatement loans he’s taken with Lending Stream LLC (Lending Stream) between July 2011 and March 2013. Mr H says the loans weren’t affordable so shouldn’t have been given to him. backgroundMr H had a total of 14 instalment loans. And a summar... (4 pages)View decision -
Decision Reference DRN-4029636
17 Mar 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4029636 The complaint Mr T complains that NewDay Ltd trading as Aqua (‘Aqua’) has registered a marker against him at CIFAS – the national fraud database. What’s happened? Mr T’s Aqua credit card account was opened in April 2019. In January 2020, Aqua registered a marker against Mr T wi... (2 pages)View decision -
Decision Reference DRN-2532418
1 Feb 2021 Revolut Ltd Not upheldBanking and PaymentsDRN-2532418 The complaint Mr R complains that Revolut Ltd (Revolut) refused to accept a payment into his account. What happened Mr R says following receiving winnings from a well-known online betting company, he arranged for the proceeds to be paid into his account with Revolut. Mr R says ... (2 pages)View decision -
Decision Reference DRN0062853
26 Sep 2013 HSBC Bank plc Not upheldBanking and creditMs L complains that HSBC Bank plc gave her son, Mr L, an overdraft facility on his current account without first assessing whether he was able to repay the outstanding balance.background Mr L had a current account with HSBC. He was unemployed and in receipt of Jobseekers Allowance. He ... (2 pages)View decision -
Decision Reference DRN-1585570
1 Jul 2020 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1585570The complaintMr G’s mother, Mrs G, complains on her son’s behalf that the Bank of Scotland plc (BOS) allowed her son to open a bank account with them and a short while later obtain an overdraft, which was increased the following day, without carrying out sufficient checks as to ... (2 pages)View decision -
Decision Reference DRN-4516267
24 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4516267 The complaint X complains about Barclays Bank UK PLC. They say that Barclays didn’t do enough to protect him when they became the victim of a scam and would like Barclays to refund the money that has been lost. What happened In November 2022, X came across an opportunity on Ins... (3 pages)View decision -
Decision Reference DRN-6090337
11 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6090337 The complaint Mr B is unhappy OAKBROOK FINANCE LIMITED trading as Oakbrook Loans provided him with a loan which was unaffordable. What happened In August 2025, Oakbrook provided Mr B with a loan for £2,500. This was due to be repaid in 48 monthly instalments of around £81. ... (3 pages)View decision -
Decision Reference DRN-5000419
17 Sep 2024 MBNA Limited UpheldBanking and PaymentsDRN-5000419 The complaint Mr M complains that MBNA Limited lent to him in an irresponsible manner. What happened Mr M has held two credit cards with MBNA. The first card (account number ending 0765) was opened in November 2018 with an initial credit limit of £5,600. The credit limit was... (4 pages)View decision -
Decision Reference DRN-3756933
31 Oct 2022 Chetwood Financial Limited Not upheldConsumer CreditDRN-3756933 Complaint Mr O has complained about a personal loan Chetwood Financial Limited (trading as “Better Borrow”) provided to him. He says the loan was provided irresponsibly proportionate checks would have shown that he was gambling unsustainable sums of money. Background Better Bor... (3 pages)View decision