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 DRN2403477
15 Jan 2020 Provident Personal Credit Limited Not upheldBanking and creditMr D complains that Provident Personal Credit Limited (trading as Satsuma) lent to him in an irresponsible manner.backgroundMr D took two loans from Satsuma in October 2015 and September 2018. Mr D complained to this service about loan 1 on an earlier occasion and it was not upheld by an a... (3 pages)View decision -
Decision Reference DRN0542717
19 Sep 2017 My Finance Club Limited UpheldBanking and creditMr W complains that My Finance Club Limited (trading as Monkey Dosh) gave him loans that he couldn’t afford. backgroundMr W took five loans from Monkey Dosh between July and October 2012. The amounts he borrowed varied from £200 to £500. Mr W repaid the first four loa... (3 pages)View decision -
Decision Reference DRN-5751535
19 Jan 2026 PDL Finance Limited Not upheldConsumer CreditDRN-5751535 The complaint Miss J complains PDL Finance Limited trading as Mr Lender (“Mr Lender”) gave her a loan without carrying out sufficient affordability checks. What happened Miss J was granted an instalment loan of £300 in November 2024. She was due to make six variable decreas... (3 pages)View decision -
Decision Reference DRN-5740686
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5740686 The complaint Mr T complains Barclays Bank UK PLC unfairly added his details to a fraud database. What happened Mr T says his mobile glitched and paid money to a betting app installed on his phone. Mr T contacted Barclays and asked it to raise a chargeback, he hadn’t auth... (3 pages)View decision -
Decision Reference DRN-4640526
17 Jun 2024 Paysafe Financial Services Limited Not upheldBanking and PaymentsDRN-4640526 The complaint Mrs K is unhappy with Paysafe Financial Services Limited (trading as Neteller) decision to close her account and retain funds her funds. What happened Mrs K opened an account with Neteller in 2023 and made deposits into it. Mrs K has said she used the account to s... (3 pages)View decision -
Decision Reference DRN-4736154
11 Apr 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4736154 The complaint Ms P complaints that Zopa Bank Limited (“Zopa”) gave her a loan she couldn’t afford to repay. What happened In January 2022 Zopa gave Ms P a loan for £15,000. The loan was to be repaid over 36 months at a monthly repayment of £514.63. The APR on the loan was 15.2%... (3 pages)View decision -
Decision Reference DRN-5203640
12 Dec 2024 Lloyds Bank PLC Not upheldConsumer CreditDRN-5203640 Complaint Mr D complains that Lloyds Bank PLC (“Lloyds”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and so he shouldn’t have been lent to. Background In August 2019, Lloyds provided Mr D ... (3 pages)View decision -
Decision Reference DRN3309831
6 Dec 2018 Amigo Loans Ltd Not upheldBanking and creditMr P complains that Amigo Loans Ltd lent irresponsibly by agreeing four loans in under a year. Mr P also complains that when he asked for help in May 2017 Amigo didn’t offer any assistance. backgroundMr P borrowed £2,500 from Amigo in May 2016. He went on to incr... (3 pages)View decision -
Decision Reference DRN5937921
15 May 2017 WDFC UK Limited UpheldBanking and creditMr A complains that WDFC UK Limited (trading as wonga.com) gave him payday loans without carrying out adequate affordability checks. He wants a refund of the interest and charges he paid. backgroundMr A had 21 loans from Wonga between November 2013 and April 2016. H... (3 pages)View decision -
Decision Reference DRN-3570416
11 Oct 2022 Lloyds Bank PLC Not upheldConsumer CreditDRN-3570416 The complaint Mr D complains that Lloyds Bank PLC (“Lloyds”) lent to him irresponsibly when it gave him a loan that he says he couldn’t afford. What happened Mr D complained to this service about two separate loans provided to him by Lloyds; both loans were addressed in our inv... (3 pages)View decision