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 5210 results
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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 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 -
Decision Reference DRN4202173
24 Nov 2017 WDFC UK Limited UpheldBanking and creditMr B complains that WDFC UK Limited (trading as Wonga) gave him loans that he couldn’t afford.backgroundMr B took out seven loans with Wonga between December 2015 and March 2017. The amounts he borrowed varied from £100 to £500, plus interest.Mr B says that Wonga was... (3 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 DRN-5898225
7 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5898225 The complaint Mr D complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In mid-2020, Mr D was told about an opportunity to invest with an investment company by a friend he had known for several year... (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 -
Decision Reference DRN2617663
20 Jun 2019 Barclays Bank UK PLC Not upheldBanking and creditThe estate of the late Mr P has complained that Barclays Bank UK Plc (trading as Barclaycard) didn’t act responsibly when they increased his limit on his Barclaycard accounts. background The background to this complaint is set out in my provisional decision. I’ve a... (8 pages)View decision -
Decision Reference DRN2210471
10 Sep 2019 NewDay Ltd UpheldBanking and creditComplaintMr S’s complaint is about NewDay Ltd – trading as Aqua (NewDay). He says it was irresponsible in allowing him to have the credit limit increases on his credit card. BackgroundMr S took out his NewDay card in May 2014. At that time he was given had a £100 credit limit. The followin... (6 pages)View decision -
Decision Reference DRN-5102395
8 May 2025 Chetwood Financial Limited Not upheldConsumer CreditDRN-5102395 The complaint Miss C has complained that Chetwood Financial Limited trading as Better Borrow (“Better Borrow”) didn’t conduct appropriate affordability checks before it lent to her. What happened Miss C was granted one loan by Better Borrow in September 2022 of £10,000 to b... (6 pages)View decision -
Decision Reference DRN-4440706
26 Feb 2024 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-4440706 Complaint Mr D complains that Blue Motor Finance Ltd (“BMF”) unfairly entered into a hire-purchase agreement with him. He’s said that the agreement was unaffordable. Background In April 2019, BMF provided Mr D with finance for a used car. The cash price of the vehicle was £10,5... (3 pages)View decision
