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 DRN9497598
18 Apr 2017 Instant Cash Loans Limited UpheldBanking and creditMr C has complained about a short-term loan granted to him by Instant Cash Loans Limited trading as Payday Express. backgroundPayday Express agreed three loans for Mr C in 2015. In this decision I am only considering his third and last loan as the first two are bein... (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-3126685
23 Nov 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3126685 The complaint Mr P complains about Barclays Bank UK PLC trading as Barclaycard and their decision to approve his credit card application and subsequent credit limit increases. What happened Mr P applied for a credit card account with Barclays in July 2013. This application was ... (4 pages)View decision -
Decision Reference DRN-5498614
2 May 2025 Chetwood Financial Limited Not upheldConsumer CreditDRN-5498614 The complaint Mrs C has complained that Chetwood Financial Limited trading as Better Borrow (“Better Borrow”) gave her loans that she couldn’t afford to repay. What happened A summary of Mrs C’s borrowing can be found below. loan number loan amount total to repay agreement... (6 pages)View decision -
Decision Reference DRN-5616300
11 Jun 2025 Oakbrook Finance Limited UpheldConsumer CreditDRN-5616300 The complaint Mr W complains that OAKBROOK FINANCE LIMITED (Oakbrook), trading as Finio Loans, lent to him irresponsibly. What happened In November 2022, Mr W took out a loan with Oakbrook for £1,000 with repayment by twelve monthly instalments of £113.23. Mr W maintained h... (5 pages)View decision -
Decision Reference DRN9536513
30 Jun 2015 National Westminster Bank Plc Not upheldBanking and creditMr W complains that National Westminster Bank Plc will not refund fraudulent payments made from his account to an online gambling website.backgroundMr W disputes four payments made on the same date. The payments totalled £2,550 (£50, £500, £1,000 and £1,000) and result... (1 page)View decision -
Decision Reference DRN-1536257
6 Feb 2020 Starling Bank Limited Not upheldBanking and PaymentsDRN-1536257 The complaintMiss D complains about Starling Bank Limited and their failure to progress her chargeback after she was unable to withdraw funds from a third-party website (“M”) account. What happenedMiss D made a number of deposits into her account with M using her Starling debit... (2 pages)View decision -
Decision Reference DRN3590889
26 Jul 2017 CURO TRANSATLANTIC LIMITED UpheldBanking and creditMr A complains that CURO TRANSATLANTIC LIMITED (trading as Wage Day Advance) gave him loans that he couldn’t afford to repay. He asks that it refunds interest and charges and removes information about the loans from his credit file.backgroundMr A took out 15 loans between ... (3 pages)View decision -
Decision Reference DRN0843343
30 Dec 2016 WDFC UK Limited UpheldBanking and creditMr M complains that WDFC UK Limited, trading as Wonga, gave him loans he couldn’t afford to repay. He asks that Wonga refunds interest and charges and pays compensation for the way it handled the situation when he couldn’t repay the loans.backgroundMr M took out 21 loa... (3 pages)View decision -
Decision Reference DRN-3124514
6 Dec 2021 Loans 2 Go Limited UpheldConsumer CreditDRN-3124514 The complaint Mr R complained that Loans 2 Go Limited lent to him irresponsibly and provided him with loans that were unaffordable. What happened Loans 2 Go provided loans to Mr R as follows: Date taken Amount Term Monthly repayment Date repaid 6 August 2019 £500 18 months £114... (5 pages)View decision