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 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 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 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 DRN-5234360
14 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5234360 The complaint Mr L, who is represented, complains that Santander UK Plc won’t reimburse a loss he suffered from fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or around June 2018, Mr L was ... (2 pages)View decision -
Decision Reference DRN-5056677
4 Oct 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5056677 The complaint Mr L complains that National Westminster Bank Plc has declined to refund payments he says he didn’t make or allow anyone else to make. Mr L is also unhappy with the level of customer service that he’s received and says he’s been discriminated against. What happ... (4 pages)View decision -
Decision Reference DRN1979041
1 Mar 2019 Casheuronet UK LLC UpheldBanking and creditMr F says CashEuroNet UK LLC, trading as QuickQuid, lent to him irresponsibly.backgroundMr F had five loans with QuickQuid. I’ve set out some of the information QuickQuid provided about the loans in the table below.Loan no.AmountStart dateEnd date Payment schedule1£2001... (5 pages)View decision -
Decision Reference DRN-4109717
12 May 2023 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-4109717 The complaint Miss G complains that Specialist Motor Finance Limited (SMFL) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In May 2019, Miss G acquired a used car financed by a hire purchase agreement from SMFL. Miss G was requir... (2 pages)View decision