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 DRN8146427
21 Dec 2018 Gain Credit LLC Not upheldBanking and creditMr G complains about two instalment loans that he took out with Gain Credit LLC, trading as Lending Stream, (“LS”). The complaint is brought to this service on Mr G’s behalf by a firm of solicitors. But for ease I shall refer below to all actions being taken by Mr ... (3 pages)View decision -
Decision Reference DRN-5722876
13 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5722876 Complaint Mr H has complained about a credit card Barclays Bank UK Plc (trading as “Barclaycard”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background Mr H was provided with three credit cards ... (3 pages)View decision -
Decision Reference DRN-5535871
7 May 2025 UK Credit Limited Not upheldConsumer CreditDRN-5535871 The complaint Mr T, through a representative, says UK Credit Limited lent to him irresponsibly. What happened Mr T took out a guarantor loan from UK Credit on 15 November 2018. It was for £2,000 over 36 months. The monthly repayment was £113.14 and the total repayable was £4... (3 pages)View decision -
Decision Reference DRN-5611564
8 Jul 2025 Chetwood Financial Limited Not upheldConsumer CreditDRN-5611564 The complaint Mr P says Chetwood Financial Limited, trading as LiveLend, irresponsibly lent to him. What happened Mr P took out a loan from LiveLend for £10,000 over 24 months on 2 August 2019. The monthly repayments were £483 and the total repayable was £11,597.51. Mr P sa... (3 pages)View decision -
Decision Reference DRN-5249039
11 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5249039 The complaint Mr P complains that Monzo Bank Ltd (“Monzo”) hasn’t reimbursed money he lost to a scam. What happened In the summer of 2024, Mr P contacted Monzo and disputed several transactions that had been made on his Monzo debit card. He said the merchants took payments ... (3 pages)View decision -
Decision Reference DRN2592544
20 Nov 2018 IG Index Limited Not upheldInvestment and pensionsMr S’ complaint to this service, about IG Index Limited (IG), began on the following basis: IG did not self-regulate its service in terms of the appropriateness of his execution only spread betting account, which he opened in 2000. In this context and under its du... (3 pages)View decision -
Decision Reference DRN-3276935
28 Jan 2022 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-3276935 The complaint Mr and Mrs B complain that they were given unsuitable investment advice by Aviva Life & Pensions UK Limited, referred to as “the business”. They’re being represented by a Claims Management Company (CMC). What happened In my provisional decision of 29 December ... (5 pages)View decision -
Decision Reference DRN-4600109
30 Apr 2024 Santander UK Plc Not upheldConsumer CreditDRN-4600109 The complaint Mr S complains that Santander UK Plc lent to him irresponsibly. What happened Mr S applied on-line to Santander for a £10,000 loan on 18 August 2023. He supplied information on the application form, the loan was processed and approved. The total to pay over the th... (5 pages)View decision -
Decision Reference DRN-5846608
25 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5846608 The complaint Mr S believes HSBC UK Bank Plc acted irresponsibly when it increased his credit card limit. What happened In May 2020 Mr S applied for a credit card with HSBC. This application was approved with a credit limit of £1,000. The credit limit was subsequently incre... (5 pages)View decision -
Decision Reference DRN5073389
30 Jan 2018 Lloyds Bank PLC UpheldBanking and creditG is a limited company. It complains that Lloyds Bank Plc mis-sold a fixed rate business loan to the company and hasn’t offered enough compensation.backgroundG took two fixed rate business loans from Lloyds – the first in 2009 and the second in 2012. The company ha... (6 pages)View decision