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 4576 results
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Decision Reference DRN-4696794
20 Mar 2024 Billing Finance Limited UpheldConsumer CreditDRN-4696794 The complaint Mr B complains Billing Finance Limited (BFL) irresponsibly entered into a hire purchase agreement because it didn’t complete reasonable and proportionate checks to ensure the agreement was affordable. What happened Mr B entered into the hire purchase agreement on ... (5 pages)View decision -
Decision Reference DRN1721665
11 Oct 2016 Instant Cash Loans Limited UpheldBanking and creditMr H complains that Instant Cash Loans Limited, trading as The Money Shop, lent him money he couldn’t afford to repay when it knew he’d had a gambling problem in the past. His father brings the complaint on his behalf.backgroundMr H had a loan from The Money Shop se... (2 pages)View decision -
Decision Reference DRN-4313125
25 Aug 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4313125 The complaint Mr A complains that Revolut Ltd didn’t apply an account block to prevent gambling transactions. What happened Mr A says he told Revolut to block any potential payments he made to a business I will call “M” on 29 March 2023. He says he made Revolut aware of his gam... (3 pages)View decision -
Decision Reference DRN-4210139
26 Jun 2023 Commsave Credit Union Limited Not upheldConsumer CreditDRN-4210139 The complaint Mr H complains that Commsave Credit Union Limited (“Commsave”) ought not to have lent to him as the lending was both unaffordable and irresponsible. What happened In August 2019 Mr H applied to Commsave for a loan. He borrowed £5,000 over a term of 156 weeks, the ... (7 pages)View decision -
Decision Reference DRN-5312983
7 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5312983 The complaint Mr S complains that NewDay Ltd didn’t do enough to safeguard him when he was gambling and spending high volumes with an overseas online ‘mystery box’ seller. What happened Mr S had five credit cards with NewDay under the brand names, Pulse, Fluid and Aqua. In J... (3 pages)View decision -
Decision Reference DRN1994839
1 Jun 2018 Loans 2 Go Limited UpheldBanking and creditMr P complains that he was mis-sold some logbook loans by Loans 2 Go Limited.backgroundMr P took out five logbook loans with Loans 2 Go between February and December 2014. In 2015 his car was recovered by Loans 2 Go because he hadn’t made the contractual repayments.... (3 pages)View decision -
Decision Reference DRN-5348698
24 Feb 2025 TSB Bank plc UpheldConsumer CreditDRN-5348698 The complaint Mr S complains that TSB Bank plc was irresponsible in its lending to him. What happened Mr S was provided with a £8,000 fixed sum loan agreement by TSB in September 2023. The loan term was 60 months and Mr S was required to make monthly repayments of £215.53. H... (4 pages)View decision -
Decision Reference DRN7442070
4 Feb 2014 Bank of Ireland (UK) Plc Not upheldBanking and creditMr L complains that Bank of Ireland (UK) Plc (trading as the Post Office) has not refunded a number of payments which he says he did not authorise.backgroundMr L complained to a bookmaker – which I shall call “M” – that about 70 online transactions on his betting account in June an... (3 pages)View decision -
Decision Reference DRN8663210
29 Nov 2017 The Royal Bank of Scotland Plc Not upheldBanking and creditMr S complains that the Royal Bank of Scotland Plc (RBS) is holding him responsible for a number of transactions he didn’t make or authorise.backgroundMr S contacted RBS in April 2017 to dispute seven transactions to an online gambling business on 21 April 2017. But ... (2 pages)View decision -
Decision Reference DRN-3293516
14 Mar 2022 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-3293516 The complaint Mr M complains about Tesco Personal Finance Plc trading as Tesco Bank’s decision to lend to him. What happened I set out the background to Mr M’s complaint in the provisional decision which I issued earlier this year. But, for ease of reading, I will set out what ... (6 pages)View decision
