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 DRN3172787
17 Apr 2019 FXPRO UK Limited Not upheldInvestment and pensionsMr M complains that FXPRO UK Limited’s systems didn’t adequately protect his Contracts for Differences (CFD) trading account from unauthorised access. backgroundMr M had a CFD trading account with FXPRO. He has explained that by April 2017 he had built up a balance o... (2 pages)View decision -
Decision Reference DRN-4536638
3 Jan 2024 Chetwood Financial Limited Not upheldConsumer CreditDRN-4536638 The complaint Mr B complains that Chetwood Financial Limited trading as Live Lend (‘Live Lend’) irresponsibly gave him two loans that he couldn’t afford. What happened On 21 May 2019, Mr B asked for and was given a loan for £1,000 which had a term of 12 months and a monthly rep... (3 pages)View decision -
Decision Reference DRN-5270295
11 Jul 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5270295 The complaint Mr L complains about the way in which The Co-operative Bank Plc handled a chargeback claim in respect of payments made to an online bookmaker. What happened Mr L had an account with an online bookmaker, which I’ll call “B”. In March and April 2024 he made nine ... (3 pages)View decision -
Decision Reference DRN-2929182
21 Jul 2021 Gain Credit LLC Not upheldConsumer CreditDRN-2929182 The complaint Miss A complained that Gain Credit LLC (trading as ‘Lending Stream’) provided her with unaffordable loans. What happened Miss A complained about loans she took out with Lending Stream as follows: loan start date date repaid instalments loan amount highest instalme... (6 pages)View decision -
Decision Reference DRN-3414870
11 Apr 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3414870 The complaint Ms H complains that HSBC UK Bank Plc (“HSBC”) didn’t help recover the money she lost to an investment scam. What happened In November 2017, Ms H came across Greenfields Capital on the internet when she was looking to invest money. She registered her interest and ... (6 pages)View decision -
Decision Reference DRN-2882924
19 Jun 2021 Madison CF UK Limited UpheldConsumer CreditDRN-2882924 The complaint Mr F complains about a personal loan provided to him by Madison CF UK Limited trading as “118 118 Money”, which he says was unaffordable. What happened 118 118 Money provided Mr F with a loan of £2,000.00 in April 2019. This loan had a 24- month term with a monthl... (3 pages)View decision -
Decision Reference DRN0060322
27 Dec 2017 WDFC UK Limited UpheldBanking and creditMrs H complains that WDFC UK Limited (trading as wonga.com) gave her loans that she couldn’t afford.backgroundMrs H took out a total of five loans with Wonga in November and December 2016. LoanDateAmountTotal repayment inc. interestClosed 1 16.11.16£100£101.6018.11.16 2 21.1... (3 pages)View decision -
Decision Reference DRN9350796
7 Sep 2017 WDFC UK Limited UpheldBanking and creditMr H complains that WDFC UK Limited (trading as wonga.com) gave him unaffordable payday loans. He wants a refund.backgroundMr H had 23 loans from Wonga between November 2012 and August 2016. He said it hadn’t carried out proper affordability checks. He was borrowing f... (3 pages)View decision -
Decision Reference DRN-4648129
28 Feb 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4648129 The complaint Mr L, through a representative, says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to him. What happened Mr L took out a 24-month loan for £3,500 in March 2020. The monthly repayments were £277.61 and the total repayable was £6,662.64. In May... (3 pages)View decision -
Decision Reference DRN-5712663
1 Aug 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5712663 Complaint Mr W has complained about a personal loan that Barclays Bank UK Plc (“Barclays”) provided to him. He’s said that the loan was unaffordable and this created ongoing difficulty. Background Mr W has also complained about a credit card and an overdraft. However, we’v... (6 pages)View decision
