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 DRN6392147
6 May 2020 National Westminster Bank Plc Not upheldBanking and creditMr J has complained National Westminster Bank Plc won’t refund transactions he didn’t make.backgroundIn early 2015 Mr J got a letter from his mortgage provider saying they’d not been able to collect his mortgage payments by direct debit because of insufficient funds. He realised money was ... (4 pages)View decision -
Decision Reference DRN8652511
10 Jul 2018 Uncle Buck Finance LLP UpheldBanking and creditMr B complains that Uncle Buck Finance LLP gave him loans that were unaffordable.backgroundDuring 2015 and 2016 Mr B borrowed ten loans from Uncle Buck, as follows: loan Amount loan dateloan typeRepayment date 1 £150 9.2.15Payday26.2.152 £100 3.3.15Payday13.3.153 £150 16.3.... (4 pages)View decision -
Decision Reference DRN9260897
28 Jun 2019 PDL Finance Limited UpheldBanking and creditMiss G complains that PDL Finance Limited, trading as Mr Lender, lent to her irresponsibly.backgroundI attach my provisional decision dated 20 June 2019, which forms part of this final decision and should be read in conjunction with it. In my provisional decision I ex... (5 pages)View decision -
Decision Reference DRN1870793
17 Jul 2019 CMC Markets UK plc Not upheldInvestment and pensionsMr B complains that he is unhappy with the service provided by CMC Markets UK Plc (“CMC”) while trading contracts for difference (CFDs).backgroundI issued my provisional decision in June 2019 which is attached and forms part of my final decision. In this I set out why I didn’t think Mr B’s... (6 pages)View decision -
Decision Reference DRN-2085174
11 Aug 2021 Chetwood Financial Limited Not upheldConsumer CreditDRN-2085174 The complaint Miss B complains that Chetwood Financial Limited (trading as ‘LiveLend’) gave her a loan irresponsibly. She feels there are a number of questions that weren’t asked at the point of application, and it didn’t fully consider her personal circumstances. Background to... (4 pages)View decision -
Decision Reference DRN-5708767
24 Sep 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5708767 The complaint Miss M is complaining that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) lent to her irresponsibly by providing her with two personal loans. What happened In July 2023, Miss M applied for a loan with MCB. They lent her £2,000 over a two-y... (4 pages)View decision -
Decision Reference DRN-2475276
4 Feb 2021 Advanced Payment Solutions Limited UpheldConsumer CreditDRN-2475276 The complaint Miss D says Advanced Payment Solutions Limited trading as Cashplus lent to her irresponsibly. She says that Cashplus didn’t check if the loans were affordable for her. If it had done it wouldn’t have lent to her. What happened This complaint is about 18 payday (i... (5 pages)View decision -
Decision Reference DRN0029314
2 Nov 2018 Express Finance (Bromley) Limited UpheldBanking and creditMr S complains that Express Finance (Bromley) Limited (formerly trading as Payday Express) made short-term loans to him when it shouldn’t have.backgroundFrom March 2011 to May 2011, Mr S took 4 short-term loans from a company he considers to be a sister company of Pay... (5 pages)View decision -
Decision Reference DRN5645987
15 Jul 2016 Express Finance (Bromley) Limited Not upheldBanking and creditMr C complains that Express Finance (Bromley) Limited, trading as Payday Express, shouldn’t have lent to him in 2012. backgroundMr C took out a ‘running account credit’ loan with Payday Express in July 2012. This worked in a different way from a payday loan – it had a ... (2 pages)View decision -
Decision Reference DRN-4768772
14 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4768772 The complaint Miss B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2021 Miss B was told by Monzo that they were closing her account. They also lodged a fraud-related marker on her record with CIF... (2 pages)View decision
