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-6140962
11 Feb 2026 Gain Credit LLC UpheldConsumer CreditDRN-6140962 The complaint Mr H complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr H’s borrowing can be found in the table below. loan number loan amount agreemen... (5 pages)View decision -
Decision Reference DRN-3432724
6 Sep 2022 Santander UK Plc Not upheldInvestmentsDRN-3432724 The complaint Mr K is unhappy with the advice he was given by Santander UK Plc (‘Santander’) to invest into one of its products because of the low return he received upon its maturity. Mr K says he lost out financially and would like to be put in the financial position he was t... (5 pages)View decision -
Decision Reference DRN-4440511
1 Dec 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4440511 The complaint Mrs L complains that Barclays Bank UK PLC (“Barclays”) failed to refund transactions she didn’t recognise. What happened Mrs L reported a large number of transactions (+170) made using her debit card that she didn’t recognise. They were all made to various betting... (5 pages)View decision -
Decision Reference DRN-2432244
19 Mar 2021 TFS Loans Limited UpheldConsumer CreditDRN-2432244 Complaint Mr S has complained that TFS Loans Limited (“TFS Loans”) irresponsibly provided him with unaffordable guarantor loans. He says that TFS should have seen that he was struggling to make payments across all his debts and so shouldn’t have lent to him. Background TFS Loa... (6 pages)View decision -
Decision Reference DRN-2570871
9 Mar 2021 Novaloans Ltd UpheldConsumer CreditDRN-2570871 The complaint Mr H complains about five loans that he took out with Novaloans Limited, trading as Cash4uNow, (“NL”), which he said were unaffordable. What happened Mr H was given five instalment loans by NL from November 2015 to June 2017. All the loans have been repaid. A summ... (7 pages)View decision -
Decision Reference DRN-3522649
17 Jun 2022 Mobile Money Limited Not upheldConsumer CreditDRN-3522649 The complaint Mr Z has complained that Mobile Money Limited (“MML”) was irresponsible to have agreed credit for him. What happened MML provided Mr Z with a loan of £2,300 in June 2019. The total amount of £4,815, including interest and charges, was to be repaid in 18 monthly in... (4 pages)View decision -
Decision Reference DRN-2209692
23 Mar 2021 Advancis Limited UpheldConsumer CreditDRN-2209692 Complaint Mr D has complained that Advancis Limited (trading as “Buddy Loans”) irresponsibly provided him with unaffordable guarantor loans. Background Buddy Loans provided Mr D with two guarantor loans. Loan 1 was for £4,000.00 and provided in June 2017. This loan had an APR ... (5 pages)View decision -
Decision Reference DRN-3955093
28 Jun 2023 My Finance Club Limited Not upheldConsumer CreditDRN-3955093 The complaint Mr S complains that My Finance Club lent to him when it should not have done. He complains that the most basic of checks by My Finance Club would have shown the state of his finances and led it not to have lent to him. What happened On 31 May 2022 Mr S was approve... (3 pages)View decision -
Decision Reference DRN8061543
13 Feb 2014 Zurich Assurance Ltd Not upheldInvestment and pensionsMr B’s complaint is that Zurich Assurance Ltd mis-sold a pension to him in 1996. This was because he felt that the way pensions have been operated by the banks and insurance companies was not explained fully to him at the time. He was also unhappy at the way he felt financial instituti... (2 pages)View decision -
Decision Reference DRN-5756421
28 Nov 2025 247 Money Group Limited UpheldConsumer CreditDRN-5756421 The complaint Mr S complains that 247 Money Group Limited trading as 247Money lent to him by approving a car finance agreement which he says he could not afford. What happened In February 2022 Mr S wanted to buy a second hand car which he did using the car finance provided b... (4 pages)View decision