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-5489241
12 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5489241 The complaint Ms H complains Revolut Ltd won’t refund transactions made from her credit card account which she says she didn’t make or authorise. Ms H is represented in this complaint, as it’s her complaint, I’ve referred mostly to her. What happened Ms H reported several ... (3 pages)View decision -
Decision Reference DRN8824870
25 Oct 2019 Novaloans Ltd UpheldBanking and creditMr L says Novaloans Ltd (trading as Cash4unow) irresponsibly lent to him.backgroundThis complaint is about eight short term loans Cash4unow provided to Mr L between March 2016 and January 2018. Mr L’s borrowing history is as follows: loan number start date loan amount (£)termhighest repaym... (4 pages)View decision -
Decision Reference DRN1933666
31 Aug 2017 MEM Consumer Finance Limited UpheldBanking and creditMiss L complains about a number of payday loans agreed by MEM Consumer Finance Limited (trading as Payday UK). She has said the loans were unaffordable for her.backgroundMiss L took out a total of nine loans with Payday UK between September 2008 and October 2012. The ... (4 pages)View decision -
Decision Reference DRN-4685404
29 May 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4685404 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money was irresponsible when it offered him credit. What happened Virgin Money opened a credit card account for Mr L in on 6 May 2021 with a credit limit of £9,300. This type of credit was an open-ended or ... (3 pages)View decision -
Decision Reference DRN-3550636
17 Jun 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3550636 The complaint Mr L complains about a loan provided to him by Loans 2 Go Limited, (“L2G”), which he says was unaffordable. He also complained that he felt he was being overcharged interest. What happened L2G entered into an agreement for a loan for Mr L in March 2019. The loan w... (7 pages)View decision -
Decision Reference DRN3309845
16 Feb 2016 Barclays Bank Plc Not upheldBanking and creditMr P complains that Barclays Bank PLC lent to him irresponsibly.backgroundMr P took out a loan with Barclays in July 2014. A few months later, he wanted to increase his overdraft by £1,000. But Barclays wasn’t willing to do this. Instead, it offered him a loan which re... (3 pages)View decision -
Decision Reference DRN-1079340
14 May 2020 PDL Finance Limited UpheldConsumer CreditDRN-1079340 The complaintMiss D complains that PDL Finance Limited (trading as Mr Lender) irresponsibly lent to her.BackgroundMiss D was given five loans by Mr Lender between February 2015 and May 2016. A summary of her borrowing is as follows: LoanDate TakenDate Repaid InstalmentsAmountMa... (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 DRN8280852
16 Apr 2019 Western Circle Limited UpheldBanking and creditMr G complains about five loans he took out with Western Circle Limited, trading asCashfloat, (“WCL”). Mr G says that WCL shouldn’t have given him the loans because theywere unaffordable.background Mr G was given five loans by WCL between December 2016 and December ... (6 pages)View decision -
Decision Reference DRN-3418554
25 Apr 2022 PDL Finance Limited UpheldConsumer CreditDRN-3418554 The complaint Mr M complains that PDL Finance Limited (trading as ‘Mr Lender’) lent to him irresponsibly. What happened This complaint is about loans Mr Lender provided to Mr M as follows: Loan Date taken Date repaid Monthly instalments Amount Highest repayment 1 10/02/2018 14/... (6 pages)View decision