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-2527880
14 Apr 2021 Oplo HL Ltd Not upheldMortgagesDRN-2527880 The complaint Mr and Mrs I complain that OPLO HL Ltd trading as 1st Stop Secured Loans sold them a product with too high an interest rate and they didn’t understand the implications of that. The lender didn’t properly consider their expenditure including childcare costs. What ... (2 pages)View decision -
Decision Reference DRN-2856008
20 Aug 2021 TSB Bank plc Not upheldBanking and PaymentsDRN-2856008 The complaint Mr P complains that TSB Bank plc won’t refund payments he didn’t make from his account. What happened Mr P says that his card must have been lost when he was out on 12 March 2020. He had made a balance enquiry and thinks his PIN was seen over his shoulder. He late... (3 pages)View decision -
Decision Reference DRN-5680648
11 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5680648 The complaint Mr J complains that NewDay irresponsibly provided him with two credit cards and increased the limit on one of the cards. What happened The background is well-known to the parties, so I’ve set out a summary of what I think are the key events. NewDay provided M... (9 pages)View decision -
Decision Reference DRN-6132841
5 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6132841 The complaint Mr M complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I sa... (5 pages)View decision -
Decision Reference DRN6368874
17 Oct 2017 Lending Stream Llc UpheldBanking and creditMr P complains that Lending Stream LLC wrongly lent him money he couldn’t afford to pay back.backgroundMr P took out 28 short term loans with Lending Stream between August 2012 and August 2015. Most of these were repayable over six months (see appendix). He said tha... (4 pages)View decision -
Decision Reference DRN5778470
12 Feb 2019 Barclays Bank UK PLC Not upheldBanking and creditMr H is unhappy that Barclays Bank Plc has recorded a fraud marker against him and won’t remove it.backgroundMr H had served in the army for a number of years. He returned to the UK and suffered with mental health problems, including PTSD. He found himself fall ... (3 pages)View decision -
Decision Reference DRN-4074097
23 Jun 2023 Valour Finance Limited Not upheldConsumer CreditDRN-4074097 The complaint Mrs M, through her representative, complains that Valour Finance Limited, trading as Savvy.co.uk (Valour) lent to her when she could not afford it. What happened Mrs M took one loan with Valour in November 2018 for £550. The interest payable was £549.92 and so the... (3 pages)View decision -
Decision Reference DRN-5375595
10 Mar 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5375595 Complaint Miss M complains that Startline Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with her. She has said that the proper checks weren’t carried out which led to her being provided with finance that was unaffordable and the stress of ha... (5 pages)View decision -
Decision Reference DRN-5725040
4 Aug 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5725040 Complaint Mrs L complains that FirstRand Bank Limited (trading as “MotoNovo Finance”) unfairly entered into a hire-purchase agreement with her. She’s said that the proper checks weren’t carried out which led to her being provided with finance that was unaffordable and that t... (5 pages)View decision -
Decision Reference DRN7203361
17 Aug 2017 Lending Stream Llc Not upheldBanking and creditMr M complains that Lending Stream LLC was irresponsible to lend money to him.backgroundMr M took out 23 instalment loans with Lending Stream between 2014 and 2015. The loans were for between £80 and £750 and were each due to be repaid in six monthly instalments – ... (7 pages)View decision