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 DRN-4813886
10 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4813886 Complaint Mr D has complained that Monzo Bank Ltd (“Monzo”) irresponsibly provided him with an overdraft which it continued applying charges on even when he was in financial difficulty. Background Monzo initially provided Mr D with an overdraft facility of £500, which had a cre... (4 pages)View decision -
Decision Reference DRN-2712851
7 Jun 2021 UK Credit Limited UpheldConsumer CreditDRN-2712851 The complaint Mr B has complained that UK Credit Limited (“UK Credit”) provided him with an unaffordable loan. What happened UK Credit provided Mr B with a guarantor loan of £4,000.00 in May 2018. This loan had a 36-month term with a monthly repayment amount of £211.18. This al... (4 pages)View decision -
Decision Reference DRN-3137349
4 Jan 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3137349 The complaint Mr A complains that Barclays Bank UK PLC failed to refund several transactions he didn’t recognise. What happened Mr A received a message from Barclays which prompted him to check his account. He saw three transactions to an online betting merchant I’ll refer to a... (4 pages)View decision -
Decision Reference DRN-2398986
10 Mar 2021 Advancis Limited UpheldConsumer CreditDRN-2398986 The complaint Mr H says Advancis Limited (trading as Bunny Loans) lent to him irresponsibly. What happened Mr H took out a guarantor loan from Bunny Loans in June 2019. It was for £5,000 over 60 months. The monthly repayment was £197.62 and the total repayable was £11,898.03. T... (4 pages)View decision -
Decision Reference DRN-3148583
22 Nov 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3148583 Complaint Mr S has complained that HSBC UK Bank Plc (“HSBC”) unfairly continued applying charges to his overdraft when it ought to have realised that it was irresponsible to continue providing it. Background One of our adjudicators looked at this complaint and HSBC shouldn’t h... (2 pages)View decision -
Decision Reference DRN0514231
2 Oct 2018 PDL Finance Limited Not upheldBanking and creditMs A complains that PDL Finance Limited (trading as Mr Lender) gave her loans that she couldn’t afford to repay.backgroundMs A was given three loans by Mr Lender between January 2017 and February 2018. Each of the loans was scheduled to be paid in instalments – the f... (2 pages)View decision -
Decision Reference DRN-5393420
14 Apr 2025 Salad Finance Limited Not upheldConsumer CreditDRN-5393420 The complaint Mr H complains that Salad Finance Limited lent to him irresponsibly. What happened In August 2023, Mr H took out a loan with Salad Finance for £500.00 over 12 months. The monthly repayment figure was £57.42. In March 2024, Mr H made an additional loan applica... (2 pages)View decision -
Decision Reference DRN-3362553
10 Mar 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3362553 The complaint Mr S complains that TSB Bank plc has refused to refund transactions he thought he was making to a binary options company called Golden Markets, which he says turned out to be fraudulent. What happened The circumstances of this complaint are well known to both part... (6 pages)View decision -
Decision Reference DRN8395031
28 Jan 2015 National Westminster Bank Plc Not upheldBanking and creditMr C complains that National Westminster Bank Plc (“the bank”) caused him a financial loss, as well as embarrassment and upset. backgroundMr C had an account with a bookmakers, and in April 2013 he made a series of payments to it via his bank account, totalling £8,103. However, when th... (4 pages)View decision -
Decision Reference DRN2918012
10 May 2017 Instant Cash Loans Limited UpheldBanking and creditMr M’s complained about a number of short term loans that he took out with Instant Cash Loans Limited (trading as “The Money Shop”). He’s said these loans were unaffordable and the correct affordability checks would’ve shown this.backgroundI attach my provisional deci... (5 pages)View decision
