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 5125 results
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Decision Reference DRN2411416
5 Apr 2018 Trusted Cash Limited Not upheldBanking and creditMr H complains that Trusted Cash Limited (trading as Trusted Quid) gave him loans that he couldn’t afford to repay.backgroundMr H was given two loans by Trusted Quid. Both loans were for £250 and due to be repaid over the following six months. His first loan was ta... (2 pages)View decision -
Decision Reference DRN4717162
15 Jun 2017 Canada Square Operations Limited Not upheldBanking and creditMr H complains that Canada Square Operations Limited (formerly known as CitiFinancial Europe Plc) lent to him irresponsibly. backgroundIn 2007 Mr H took out a loan with Canada Square for £10,000. In 2016 he complained, saying he shouldn’t have been given the loan. This w... (2 pages)View decision -
Decision Reference DRN-5705692
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5705692 The complaint Mr D complains that Monzo Bank Ltd did not treat him fairly when he needed help from it. What happened Mr D says he asked Monzo for help in March 2024, but he wasn’t treated fairly or given appropriate support. He says the compensation paid by Monzo doesn’t go ... (2 pages)View decision -
Decision Reference DRN4072698
3 Nov 2017 Lending Stream Llc UpheldBanking and creditMiss D complains Lending Stream LLC lent to her irresponsibly.backgroundMiss D took out 29 loans with Lending Stream between March 2011 and August 2015. She had taken out five loans previously with Lending Stream, but they don’t form a part of this complaint. I’ve includ... (7 pages)View decision -
Decision Reference DRN7601745
27 Jun 2017 GKFX Financial Services Limited Not upheldInvestment and pensionsMs B’s complaint is about the decision by GKFX Financial Services Limited to remove a cash bonus that was applied to her spread betting account. backgroundI issued a provisional decision on this complaint – a copy of which is attached and forms part of this final ... (5 pages)View decision -
Decision Reference DRN-5624609
26 Jun 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-5624609 The complaint Mr E complains that Telefonica UK Limited, trading as 02, irresponsibly provided him with fixed sum loans. What happened Between 2021 and 2024, Mr E entered into several fixed sum loan agreements with Telefonica for various devices. Mr E provided nine credit a... (2 pages)View decision -
Decision Reference DRN9331148
21 Dec 2017 Instant Cash Loans Limited Not upheldBanking and creditMr R complains that Instant Cash Loans Limited (trading as Payday UK) gave him loans that he couldn’t afford to repay.backgroundThe background to this complaint was set out in my provisional decision dated November 2017. An extract from this is attached and forms par... (5 pages)View decision -
Decision Reference DRN6770182
27 Mar 2014 HSBC Bank plc Not upheldBanking and creditMiss G complains that a mortgage and loans granted to her by HSBC Bank Plc were irresponsible.our initial conclusionsOur adjudicator didn’t recommend the complaint should be upheld. He was satisfied that Miss G met lending criteria and that HSBC was unaware of the issues which re... (2 pages)View decision -
Decision Reference DRN0657693
13 Dec 2013 Vanquis Bank Limited UpheldBanking and creditMr F complains that Vanquis Bank Limited (Vanquis) has continued sending him statements about his credit card saying he has available credit even though he has asked for the account to be closed.our initial conclusionsOur adjudicator recommended that this complaint be upheld. Sh... (2 pages)View decision -
Decision Reference DRN-3216525
16 Dec 2021 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-3216525 The complaint Mr L complains that Sainsbury’s Bank Plc failed to refund several transactions he didn’t recognise that were made from his credit card account. What happened Mr L received a fraud text on his phone and spoke with Sainsbury’s about several transactions. Three large... (5 pages)View decision
