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 DRN4947879
15 Aug 2014 Martin-Howard Consultants Not upheldInvestment and pensionsMr N’s complaint concerns the advice he received from Martin-Howard Consultants to set up an Annuity Growth Account (“AGA”). Mr N says the advice was flawed, as the AGA did not meet his cautious attitude to risk, and the high risk of the plan was not made clear to him. He is also unh... (6 pages)View decision -
Decision Reference DRN4044241
3 Oct 2019 TFS Loans Limited UpheldBanking and creditMr B has complained that TFS Loans Limited (“TFS”) 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. backgroundTFS prov... (12 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 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 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 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 DRN-3130082
15 Nov 2021 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3130082 The complaint Mr M has complained that The Royal Bank of Scotland Plc (“RBS”) acted irresponsibly by increasing the limit on his overdraft when he was in financial difficulty and that the fees charged were unfair. What happened One of our adjudicators looked at this complaint a... (3 pages)View decision -
Decision Reference DRN-3179031
20 Jan 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3179031 Complaint Mr K has complained that Santander UK Plc (“Santander”) irresponsibly provided him with an overdraft which it increased the limit on when he was already in financial difficulty. Background One of our adjudicators looked at Mr K’s complaint and thought Santander should... (3 pages)View decision -
Decision Reference DRN-3246062
20 Jan 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3246062 Complaint Mr D has complained that Santander UK Plc (“Santander”) unfairly continued applying charges on his overdraft which added to his financial problems. Background One of our investigators looked at Mr D’s complaint and thought Santander should have realised Mr D’s overdr... (3 pages)View decision
