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-4490137
1 Dec 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4490137 The complaint Mr H complains that HSBC UK Bank Plc closed his bank account and didn’t treat him fairly when it asked him to repay money he owed after a failed chargeback claim. What happened The detailed background of this complaint is well known to both parties. So, I’ll only ... (7 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-2608999
18 Feb 2021 Gain Credit LLC UpheldConsumer CreditDRN-2608999 The complaint Mr P complains about eleven loans that he took out with Gain Credit LLC, trading as Lending Stream, (“LS”), which he said were unaffordable. The complaint is brought to this service on Mr P’s behalf by a claims management company. But for ease, I shall refer below... (7 pages)View decision -
Decision Reference DRN3779474
24 Feb 2020 Gain Credit LLC Not upheldBanking and creditMr A says Gain Credit LLC (trading as ‘Lending Stream’) gave him loans that he couldn’t afford.backgroundLending Stream gave Mr A four instalment loans between September 2017 and January 2018. Here’s a table showing the loan details:LoanDateTakenDateRepaidInstalmentsAmountCombined Highest... (4 pages)View decision -
Decision Reference DRN-3463409
5 May 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3463409 The complaint Mr E complains through his representative that Everyday Lending Limited lent him money on a high interest loan which he was unable to afford to repay. What happened Everyday provided Mr E with a loan on 28 January 2019, for £5,500, repayable in 36 monthly instalme... (4 pages)View decision -
Decision Reference DRN0076374
16 Sep 2014 IG Index Limited Not upheldInvestment and pensionsMr K complains that IG Index Limited (trading as IG Markets) allowed him to lose a significant amount of money spread-betting and trading contracts for differences (CFDs). He feels that based on his annual earnings he should not have been exposed to the risk of such high losses. In ad... (3 pages)View decision -
Decision Reference DRN-5853296
10 Oct 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5853296 The complaint Mr V complains TSB Bank plc isn’t helping him despite the fact that he’s not been able to receive one-time passcodes since 28 February 2025. What happened Mr V has an account with TSB and has done so for almost 13 years. Mr V says he’s been living abroad for at... (3 pages)View decision -
Decision Reference DRN9692182
9 Jan 2019 Western Circle Limited Not upheldBanking and creditMr T says Western Circle Limited, trading as Cashfloat, lent to him irresponsibly.backgroundI sent both parties my provisional decision on this complaint on 18 December 2018. A copy of it is attached and it forms part of this final decision. I explained why I wasn’... (6 pages)View decision -
Decision Reference DRN5917451
17 Feb 2021 Loans 2 Go Limited UpheldBanking and creditMr P firstly complains about a personal loan provided to him by Loans 2 Go Limited, trading as Loans 2 Go, (“L2G”), which he says was unaffordable. He is also unhappy with L2G’s customer service. background L2G provided Mr P with a loan of £400 on 1 September 2018. The interest rate was 20... (7 pages)View decision -
Decision Reference DRN-5528967
2 May 2025 Plus500UK Ltd UpheldInvestmentsDRN-5528967 The complaint Mr M complains that Plus500UK Ltd failed to support him appropriately once he’d disclosed a vulnerability. He says it told him it would close his account, but let him continue adding funds to support his positions. It then forcibly closed his trades for a loss.... (7 pages)View decision