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 DRN-3079881
4 Nov 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3079881 The complaint Mrs N complains that NewDay Ltd irresponsibly increased the credit limit on her credit card account to unaffordable levels. What happened Mrs N says she accepts that NewDay was entitled to allow her to open her credit card account in 2017. She says she was working... (3 pages)View decision -
Decision Reference DRN-5690321
20 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5690321 The complaint Mr E complains that it was irresponsible for Zopa Bank Limited to have lent to him. What happened Mr E applied to Zopa Bank for a loan in January 2024. His application was accepted and he entered into a fixed sum loan agreement with Zopa Bank for a loan of £10,... (3 pages)View decision -
Decision Reference DRN2007058
24 Apr 2019 Virgin Money plc Not upheldBanking and creditMr Z complains that Virgin Money plc hasn’t applied rewards to his credit card account correctly.backgroundMr Z opened a credit card account with Virgin Money in June 2018. The account came with certain rewards which included the chance to earn airline miles. Aft... (3 pages)View decision -
Decision Reference DRN-3306209
11 Feb 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3306209 The complaint Mr L complains that Moneybarn No. 1 Limited irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. Mr L is represented by a family member but for ease of reference I have referred to Mr L throughout this decision. What happened In Apri... (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-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-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-1739712
24 Jun 2020 Western Circle Ltd UpheldConsumer CreditDRN-1739712 The complaintMr B says Western Circle Limited (trading as Quick Loans Express) irresponsibly lent to him.What happenedThis complaint is about six instalment loans Quick Loans Express provided to Mr B between August 2018 and May 2019. Mr B borrowed amounts ranging between £200 a... (3 pages)View decision -
Decision Reference DRN2251216
16 Nov 2017 CURO TRANSATLANTIC LIMITED UpheldBanking and creditMr G complains that Curo Transatlantic Limited trading as Wage Day Advance (WDA) lent him money he couldn’t afford to repay.backgroundMr G took out one payday and five instalment loans with WDA between June 2016 and April 2017. He doesn’t think WDA did enough to assess ... (3 pages)View decision
