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 5204 results
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Decision Reference DRN8190376
13 Mar 2018 Ferratum UK Ltd. UpheldBanking and creditMr D has complained about 16 payday and 2 instalment loans he’s taken out with Ferratum UK Ltd (Ferratum) from October 2014 until November 2016. Mr D says the loans trapped him in a debt spiral and were also unaffordable, so he thinks Ferratum shouldn’t have them to hi... (6 pages)View decision -
Decision Reference DRN-4397242
18 Oct 2023 Evergreen Finance London Limited UpheldConsumer CreditDRN-4397242 The complaint Mr B complains Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with loans he couldn’t afford to repay. Mr B says that in order to repay the loans he had to borrow money from other loan providers. What happened Mr B was grante... (6 pages)View decision -
Decision Reference DRN5647305
15 Jan 2014 Bank of Scotland Plc Not upheldInsurance (excluding PPI)Mr and Mrs L are unhappy as they feel their buildings and contents insurance policy was mis-sold to them. The policy was sold by Bank of Scotland plc.backgroundMr and Mrs L made a claim following a burglary at their home. When they made the claim they say they became aware of the policy... (2 pages)View decision -
Decision Reference DRN5436535
9 Aug 2019 UK Credit Limited UpheldBanking and creditMr B has complained that UK Credit Limited (“UK Credit”) irresponsibly provided him with an unaffordable guarantor loan. He says that he shouldn’t have been given the loan due to his situation and the risk that he posed bearing in mind his existing debt and gambling addiction. backgroundUK... (12 pages)View decision -
Decision Reference DRN6304210
24 Apr 2017 Casheuronet UK LLC UpheldBanking and creditMrs S has complained about short term loans taken with Casheuronet UK LLC (trading as “Quick Quid”). Mrs S says the loans were unaffordable and caused her to spiral into a web of debt. backgroundMrs S took out five loans between May 2012 and July 2013. Her lending... (3 pages)View decision -
Decision Reference DRN-5735537
12 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5735537 The complaint Mr H complains HSBC UK Bank Plc lent to him irresponsibly when they approved his application for a credit card, and the subsequent limit increases. What happened Mr H complained HSBC lent to him irresponsibly regarding the lending decisions below for a credit ... (3 pages)View decision -
Decision Reference DRN-5323272
26 Feb 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5323272 The complaint Mr G complains that Tesco Personal Finance Limited trading as Tesco Bank lent irresponsibly when it approved his credit card application. What happened Mr G applied for a Tesco Bank credit card in May 2023. Mr G’s application said he was employed with a monthl... (3 pages)View decision -
Decision Reference DRN6640452
24 Nov 2017 Lending Stream Llc UpheldBanking and creditMr L complains that Lending Stream LLC made short-term loans to him when it shouldn’t have.backgroundIn 2011 and 2012, Lending Stream made 13 instalment loans to Mr L. He repaid the first 10 in full. But he didn’t fully repay loans 11, 12 and 13. Lending Stre... (3 pages)View decision -
Decision Reference DRN-3395571
29 Apr 2022 Revolut Ltd Not upheldBanking and PaymentsDRN-3395571 The complaint Mr K complains that Revolut Ltd (“Revolut”) have failed to refund money he lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. In summary, Mr K paid over £4,000 to a fraudu... (3 pages)View decision -
Decision Reference DRN7861052
7 Nov 2019 Santander UK Plc Not upheldBanking and creditMr W complains Santander UK Plc will not refund money taken from his account without his authority.background In the middle of June 2016, a large number of transactions left Mr W’s account in favour of an online betting company – B. In total, there were nine transactions amounting to £25,... (3 pages)View decision
