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-4868816
27 Jun 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4868816 The complaint Mr Z says Bank of Scotland PLC trading as Halifax (“Halifax”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary,... (2 pages)View decision -
Decision Reference DRN0684308
29 Dec 2016 Bamboo Limited Not upheldBanking and creditMr B complained that Bamboo Limited was irresponsible in lending to him. He said Bamboo shouldn’t have believed the information he’d sent it. He was also unhappy with Bamboo’s collections tactics.backgroundIn July 2015, Mr B applied for a £2,000 loan from Bamboo. ... (3 pages)View decision -
Decision Reference DRN1204252
2 Nov 2016 WDFC UK Limited UpheldBanking and creditMr C complains that WDFC UK Limited (trading as Wonga) gave him loans that he couldn’t afford to repay.backgroundMr C first borrowed from Wonga in May 2013 when he was given a loan of £300. He continued to borrow from Wonga until he repaid his final loan in June 2... (3 pages)View decision -
Decision Reference DRN6416738
18 Apr 2017 Lending Stream Llc UpheldBanking and creditMr C complains that Lending Stream LLC gave him loans that he couldn’t afford to repay.backgroundMr C took a total of four loans from Lending Stream between May and August 2015. The first loan was for £500, and Mr C repaid it five days after he took it out. There w... (2 pages)View decision -
Decision Reference DRN-5250980
11 Aug 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5250980 Complaint Mr P is unhappy Western Circle Ltd (trading as “Cashfloat”) provided him with a high-cost short-term credit instalment loan. He says the loan was unaffordable and he ended up defaulting on it. Background This complaint centres around the provision of a high-cost s... (3 pages)View decision -
Decision Reference DRN-1606688
14 Jul 2020 Western Circle Ltd UpheldConsumer CreditThe complaint Mr L says Western Circle Ltd, trading as Cashfloat (“Cashfloat”), irresponsibly lent to him. Mr L says Cashfloat didn’t carry out sufficient checks to make sure the lending was affordable for him. He had problems with gambling and had other short-term loans as well as borrowi... (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-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-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