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 5162 results
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Decision Reference DRN-5740552
11 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5740552 The complaint Mr B has complained Monzo Bank Ltd won’t refund him for transactions that he didn’t authorise. What happened In June 2025 Mr B complained to Monzo that there were 18 transactions made from his account that he’d not authorised. These had been made through anothe... (3 pages)View decision -
Decision Reference DRN8139532
10 Apr 2017 Express Finance (Bromley) Limited UpheldBanking and creditMr R complains that Express Finance (Bromley) Limited (trading as Payday Express) gave him payday loans irresponsibly.backgroundMr R had nine loans from Payday Express between March 2011 and December 2012. He said he was also borrowing from other payday lenders. He sa... (2 pages)View decision -
Decision Reference DRN1612912
3 Feb 2016 DJS (UK) Limited Not upheldBanking and creditMr H complains that DJS (UK) Limited (trading as Piggybank) was irresponsible to lend him money so it should refund interest and charges.backgroundIn 2015 Mr H took out a series of short term loans over a few months with Piggybank. He says Piggybank didn’t look at hi... (2 pages)View decision -
Decision Reference DRN0237716
11 Oct 2017 CURO TRANSATLANTIC LIMITED UpheldBanking and creditMr W complains that Curo Transatlantic Limited trading as Wage Day Advance (WDA) gave him unaffordable payday loans and an instalment loan. He wants compensation and for his credit file to be amended. backgroundMr W had nine payday loans and one instalment loan from WDA ... (2 pages)View decision -
Decision Reference DRN0656844
6 Feb 2019 CURO TRANSATLANTIC LIMITED UpheldBanking and creditMr D complains that CURO TRANSATLANTIC LIMITED (trading as WageDayAdvance) was irresponsible to continue to lend to him. He further complains that WageDayAdvance addressed him incorrectly in its correspondence.backgroundMr D had six loans from WageDayAdvance between Decem... (3 pages)View decision -
Decision Reference DRN-4661679
5 Mar 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-4661679 The complaint Mr P says Brent Shrine Credit Union Limited, trading as My Community Bank, irresponsibly lent to him. What happened Mr P took out a 48-month loan for £20,000 on 5 July 2022. The monthly repayments were £552.97 and the total repayable was £26,939.91. Mr P says Bren... (3 pages)View decision -
Decision Reference DRN-2883002
29 Oct 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2883002 The complaint Mr W says Vanquis Bank Limited acted irresponsibly when providing him with a credit card in 2009. What happened In January 2009 Mr W applied for a credit card with Vanquis. His application was approved with a limit of £250. The account defaulted in 2011 and was su... (2 pages)View decision -
Decision Reference DRN-2946526
12 Aug 2021 Loans 2 Go Limited UpheldConsumer CreditDRN-2946526 The complaint Ms Y says Loans 2 Go Limited lent to her irresponsibly. What happened Ms Y took out an 18-month loan for £800 on 17 May 2020. The monthly repayment was £182.84 and the total repayable was £3291.12. She says the lender did not carry out the correct checks. Our adju... (3 pages)View decision -
Decision Reference DRN4451146
5 Mar 2021 TFS Loans Limited UpheldBanking and creditMr M complains that TFS Loans Limited irresponsibly lent to him. He says better checks by TFS would have shown he was unable to afford the loan. background Mr M took out one loan with TFS on 27 October 2016. The loan was for £3,000 and was due to repaid in 24 monthly instalments of £184.38... (2 pages)View decision -
Decision Reference DRN4963888
25 Apr 2019 PDL Finance Limited UpheldBanking and creditMr M complains that PDL Finance Limited (trading as Mr Lender) gave him loans that he couldn’t afford to repay. He asks that it refunds interest and charges and removes information about the loans from his credit file.backgroundMr M took out a £500 loan with Mr Lender i... (3 pages)View decision
