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 5478 results
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Decision Reference DRN-4327514
7 Feb 2024 Everyday Loans Limited Not upheldConsumer CreditDRN-4327514 The complaint Mr T is unhappy Everyday Loans Limited, trading as Everyday Lending, has not agreed to pay compensation for the distress and inconvenience it caused by lending to him irresponsibly. What happened Mr T took out a 24-month loan for £3,000 from ELL in May 2023. The m... (2 pages)View decision -
Decision Reference DRN1721665
11 Oct 2016 Instant Cash Loans Limited UpheldBanking and creditMr H complains that Instant Cash Loans Limited, trading as The Money Shop, lent him money he couldn’t afford to repay when it knew he’d had a gambling problem in the past. His father brings the complaint on his behalf.backgroundMr H had a loan from The Money Shop se... (2 pages)View decision -
Decision Reference DRN-5827544
3 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5827544 The complaint Miss W complains that TSB Bank plc (“TSB”) failed to prevent transactions that resulted in a loss of funds. Miss W also says TSB unfairly closed her account. What happened Miss W explained that she used a gambling site that resulted in the loss of several thous... (4 pages)View decision -
Decision Reference DRN9468873
27 Aug 2019 Oakbrook Finance Limited Not upheldBanking and creditMr D complains that Oakbrook Finance Limited trading as Likely Loans irresponsibly lent him money which was unaffordable.backgroundMr D took out the loan in 2016 and says he told Likely Loans that he had gambling transactions recorded on his bank statement. He says he was encouraged to app... (3 pages)View decision -
Decision Reference DRN-5366738
24 Mar 2025 Monzo Bank Ltd UpheldConsumer CreditDRN-5366738 The complaint Mr C has complained that Monzo Bank Ltd acted irresponsibly when provided him with a £10,000 loan in March 2024. Background Mr C has a number of accounts with Monzo. In March 2019 he disclosed to the bank that he had a compulsive spending problem that can resul... (4 pages)View decision -
Decision Reference DRN6729238
22 Oct 2019 Barclays Bank UK PLC Not upheldBanking and creditMiss L complains that Barclays Bank UK PLC won’t refund a number of payments taken from her account using her debit cards, which she says she didn’t make or authorise.backgroundIn November 2017 Miss L told Barclays that there were numerous transactions on her account that she didn’t author... (3 pages)View decision -
Decision Reference DRN-3284985
2 Mar 2022 Everyday Lending Limited Not upheldConsumer CreditDRN-3284985 The complaint Mr P complained about a loan Everyday Lending Limited trading as Everyday Loans provided to him. He said the lender didn’t check properly that the loan was affordable and given the evidence it saw that he was gambling, Everyday Loans should’ve realised his vulnera... (4 pages)View decision -
Decision Reference DRN-4741109
14 Jun 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4741109 The complaint Mr A complains that J.P. Morgan Europe Limited trading as Chase (Chase) is refusing to refund him the amount he lost as the result of what he considers a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happ... (2 pages)View decision -
Decision Reference DRN-3909168
26 Jan 2023 Lendable Ltd Not upheldConsumer CreditDRN-3909168 The complaint Mr S says Lendable Ltd irresponsibly lent to him. What happened Mr S took out two instalment loans from Lendable. A summary of his borrowing follows: loan taken out repaid value, £ term in months monthly repayment, £ 1 19/05/2021 22/07/2021 5,000 36 211.81 2 18/08... (4 pages)View decision -
Decision Reference DRN-4005835
24 Apr 2023 Lloyds Bank PLC Not upheldConsumer CreditDRN-4005835 The complaint Mr B complains that Lloyds Bank PLC (“Lloyds”) lent to him irresponsibly when it gave him two loans that he says he couldn’t afford. What happened Mr B took out an unsecured loan for £16,000 with Lloyds in May 2017. The loan was repayable over five years at a cost... (4 pages)View decision