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-6064434
17 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6064434 The complaint Mr D complains that NewDay Ltd, trading as BIP, lent to him irresponsibly, and then increased the credit limit on the account, without carrying out proper affordability checks. He would like all the interest and charges associated with the credit card account r... (3 pages)View decision -
Decision Reference DRN-5738085
24 Nov 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5738085 The complaint Mr E complains that Monzo Bank Ltd (Monzo) irresponsibly gave him a fixed sum loan agreement that he could not afford to repay. What happened In April 2022 Mr E applied for a fixed sum loan with Monzo. He was given a loan for £3,000. The total repayable, inclu... (3 pages)View decision -
Decision Reference DRN-4932525
7 Aug 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4932525 The complaint Mr H complains that Tesco Personal Finance PLC, trading as Tesco Bank, irresponsibly provided him with a credit card account he couldn’t afford. What happened In May 2021 Tesco opened a credit card account for Mr H. The credit limit was set at £6,800. In 2024,... (3 pages)View decision -
Decision Reference DRN-4950382
21 Aug 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4950382 Complaint Mr H has complained that Creation Consumer Finance Ltd (“Creation”) irresponsibly provided him with an unaffordable credit account. He’s said that the credit account he was given was not affordable. Background Mr H was provided with a credit account, with a credit... (3 pages)View decision -
Decision Reference DRN-4338227
2 Oct 2023 Match the Cash Limited Not upheldConsumer CreditDRN-4338227 Complaint Mr L has complained that Match the Cash Limited (“Match the Cash”) trading as www.gurantorloan.co.uk unfairly brought about an unaffordable guarantor loan for him. He says proper affordability checks weren’t carried out and if they had been it would have been clear th... (3 pages)View decision -
Decision Reference DRN-5706272
21 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5706272 The complaint Mr L complains HSBC UK Bank Plc closed his current account unfairly and they refuse to tell him why. What happened Mr L held a basic current account with HSBC. Following a review, HSBC decided to close the account with immediate effect in June 2023. Mr L raised... (3 pages)View decision -
Decision Reference DRN3624856
18 Sep 2017 Active Securities Limited UpheldBanking and creditMr G complains that Active Securities Limited (trading as 247 Moneybox) gave him loans that he couldn’t afford to repay.backgroundMr G was given 25 loans by 247 Moneybox between October 2012 and April 2016. He was unable to repay many of his loans on time, so needed ... (4 pages)View decision -
Decision Reference DRN-4320218
11 Mar 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4320218 The complaint Mr A has complained that The Co-operative Bank Plc (‘The Co-op’) blocked his account without providing a reason why. He wants his account reopened and for the funds that were in it to be returned to him. What happened In November 2022 Mr A called The Co-op in orde... (3 pages)View decision -
Decision Reference DRN-5775543
3 Dec 2025 Inclusive Finance Limited Not upheldConsumer CreditDRN-5775543 The complaint Miss F says Inclusive Finance Limited, trading as Creditspring, irresponsibly lent to her. What happened Miss F entered into three credit agreements with Creditspring. They worked on a membership basis, so each month Miss F paid a fee which gave her access to a... (3 pages)View decision -
Decision Reference DRN7538168
28 Mar 2019 Uncle Buck Finance LLP UpheldBanking and creditMr C complains that Uncle Buck Finance LLP, trading as Uncle Buck, (“UBF”), gave himloans that he couldn’t afford to repay.backgroundMr C took out three loans with UBF and details of these are shown below. The loans were allrepayable by three monthly instalments and h... (6 pages)View decision