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-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 DRN-4559998
1 Mar 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4559998 The complaint Mr W complains Startline Motor Finance Limited (SMFL) irresponsibly approved a hire purchase agreement which he couldn’t afford. What happened In June 2021 Mr W entered into the hire purchase agreement which was a refinancing of a previous hire purchase. The cash... (6 pages)View decision -
Decision Reference DRN-3437425
1 Jun 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3437425 The complaint Mr R complains that Tesco Personal Finance PLC trading as Tesco Bank hasn’t reimbursed transactions he made to a scam investment broker. What happened In 2017, Mr R found firm ‘P’ online. He was looking to make some extra money and P suggested it was a broker who ... (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 DRN1549911
14 Jun 2017 Lending Stream Llc UpheldBanking and creditMr W has complained about short-term loans granted to him by Lending Stream LLC (“Lending Stream” or “the lender”).backgroundLending Stream agreed 21 loans for Mr W between September 2013 and June 2015. These were all ‘instalment loans’ i.e. the capital and interest wer... (5 pages)View decision -
Decision Reference DRN-2837726
26 Aug 2021 Loans 2 Go Limited UpheldConsumer CreditDRN-2837726 The complaint Mr D complains that Loans 2 Go Limited acted irresponsibly when lending to him. What happened Loans 2 Go provided Mr D with loans as follows: Loan Date taken Date paid Number of monthly instalments Loan amount Approximate monthly repayment* 1 September 2018 Decemb... (5 pages)View decision -
Decision Reference DRN-1421996
14 May 2020 PDL Finance Limited UpheldConsumer CreditDRN-1421996The complaintMr V says PDL Finance Limited, trading as Mr Lender, (“PDL”), irresponsibly lent to him.What happenedThis complaint is about four short term loans PDL provided to Mr V between November 2017 and June 2019. Loans 1 to 3 were repayable by three monthly repayments and L... (4 pages)View decision -
Decision Reference DRN2891417
6 Feb 2020 Emergency Cash Limited UpheldBanking and creditMr S complains that loans he had from Emergency Cash Limited (trading as wizzcash.com) were unaffordable.backgroundMr S had three instalment loans from Wizzcash between April 2015 and June 2015 as follows:Loan Date AmountTermMonthly Repayment DueRepaid 130 Apr 2015£3003m£138.7520 Jul 20152... (2 pages)View decision -
Decision Reference DRN0639328
18 Nov 2016 Express Finance (Bromley) Limited UpheldBanking and creditMr J complains that Express Finance (Bromley) Limited (trading as Payday Express) gave him unaffordable payday loans. He wants a refund of his interest and charges and for a default to be removed from his credit file. backgroundMr J had two loans from Payday Express ... (2 pages)View decision -
Decision Reference DRN5520342
22 Apr 2015 Barclays Bank Plc Not upheldBanking and creditMr J’s mother (Mrs K) complains, on behalf of Mr J, that Barclays Bank PLC allowed her son to become overdrawn, even though it knew he had an illness that affected his financial judgement and his account had no overdraft facility.backgroundWhen Mr J made almost ... (2 pages)View decision