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-4605109
27 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4605109 The complaint Mr L has complained Lloyds Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr L was told by Lloyds that they were closing his account. They also lodged a fraud-related marker on his record with CIFAS... (2 pages)View decision -
Decision Reference DRN1713394
2 Oct 2019 Elevate Credit International Limited UpheldBanking and creditMrs R says Elevate Credit International Limited (trading as Sunny) irresponsibly lent to her.backgroundThis complaint is about 31 instalment loans Sunny provided to Mrs R between August 2015 and November 2016. There is a summary of Mrs R’s lending history from Sunny in the appendix. Our ad... (5 pages)View decision -
Decision Reference DRN8039843
26 Sep 2018 Instant Cash Loans Limited Not upheldBanking and creditMr A complains that Instant Cash Loans Limited (trading as Payday Express) gave him loans that he couldn’t afford to repay.backgroundMr A was given four loans by Payday Express between April and October 2016. The loans were each repayable in instalments, loan 1 over ... (2 pages)View decision -
Decision Reference DRN-2858506
25 Jun 2021 Lloyds Bank PLC UpheldBanking and PaymentsDRN-2858506 Complaint Mr G has complained that Lloyds Bank PLC (“Lloyds”) unfairly continued applying charges to his overdraft when he was in difficulty and shouldn’t have even been provided with the facility in the first place. Background One of our adjudicators looked at this complaint ... (2 pages)View decision -
Decision Reference DRN-5283357
30 Sep 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5283357 The complaint Mrs S has complained PayPal UK Ltd won’t refund £2,043.56 for transactions she didn’t make. What happened In August 2024 after getting a message from her bank that an authorised payment of £2,043.56 to her PayPal account would take her overdrawn, she queried wh... (2 pages)View decision -
Decision Reference DRN8621913
6 Mar 2018 Active Securities Limited Not upheldBanking and creditMr H complains that Active Securities Limited (trading as 247 Money Box) didn’t carry out proper affordability checks and irresponsibly granted him unaffordable payday loans. He says he was trapped in spiral of debt and sometimes had to borrow from other payday lender... (2 pages)View decision -
Decision Reference DRN1283575
22 Sep 2017 Lending Stream Llc UpheldBanking and creditMr M has complained about seven loans he took out with Lending Stream Llc (“Lending Stream”). He says the loans were unaffordable. background Mr M took seven loans from Lending Stream between March 2013 and January 2014. Each of these loans was due to be repaid over a p... (5 pages)View decision -
Decision Reference DRN-5806165
9 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5806165 The complaint Mr B complains that NewDay Ltd was irresponsible in its lending to him. He wants all interest and charges on his account refunded along with 8% statutory interest, any negative information removed from his credit file and an acknowledgment of the impact this ha... (4 pages)View decision -
Decision Reference DRN-4777006
5 Jun 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4777006 The complaint Mr S has complained Metro Bank PLC won’t refund money for 12 transactions authorised in error. What happened In May 2023 Mr S was using his account with a gambling company (who I’ll call P). He believed his transactions weren’t being authorised so kept making addi... (2 pages)View decision -
Decision Reference DRN8808445
3 Oct 2014 Barclays Bank Plc Not upheldBanking and creditMr T complains that Barclays Bank Plc has mis-sold two loan agreements to him. He wants Barclays to write off the money owed by him as a result. He also wants his adverse credit ratings removed.background Mr T applied for a loan in May 2012. He says Barclays told him that a loan could n... (2 pages)View decision