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 5795 results
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Decision Reference DRN-5665233
15 Jul 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5665233 The complaint Mr H is complaining that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) acted irresponsibly in lending to him. What happened In September 2024, Mr H applied for a loan with CCB. They lent him £5,000 over a three- year ter... (3 pages)View decision -
Decision Reference DRN-5743391
10 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5743391 The complaint Mr S complains J.P. Morgan Europe Limited, trading as Chase (“Chase”), refuse to refund or clawback a payment he made from his account because it relates to a gambling transaction. Mr S adds that the gambling company say he never made the payment of £1,200 whic... (2 pages)View decision -
Decision Reference DRN-4511519
14 Dec 2023 247 Money Group Limited UpheldConsumer CreditDRN-4511519 The complaint Miss T is complaining about 247 Money Group Limited (247). She says they shouldn’t have lent to her as the repayments were unaffordable. What happened In February 2021, Miss T took out a hire purchase agreement with 247 to finance the purchase of a car. She paid n... (4 pages)View decision -
Decision Reference DRN7968272
14 Jun 2017 Barclays Bank Plc Not upheldBanking and creditMr H, on behalf of himself and Mrs H, complains that Barclays Bank Plc has not treated them fairly, in that it allowed Mr H to repeatedly breach his overdraft limit and access his emergency borrowing facility; that it charged him for doing so and thereby exacerbated... (2 pages)View decision -
Decision Reference DRN-3613885
2 Aug 2022 Asgard Financial Services Limited UpheldConsumer CreditDRN-3613885 The complaint Mr H complains that Asgard Financial Services Limited irresponsibly lent to him. He says he couldn’t afford the loan and it shouldn’t have been lent. What happened Asgard lent a loan for £3,500 in December 2016, the loan was repaid over 24 monthly instalments of £... (2 pages)View decision -
Decision Reference DRN-3465666
6 May 2022 Barclays Bank UK PLC Not upheldConsumer CreditDRN-3465666 The complaint Mr K complains that Barclays Bank UK PLC made an irresponsible lending decision when it provided him with a loan. And it’s failed to treat him fairly when he’s later found himself in financial difficulties. What happened Mr K took out a personal loan with Barclays... (4 pages)View decision -
Decision Reference DRN-5039141
21 Oct 2024 Modulr FS Limited Not upheldBanking and PaymentsDRN-5039141 The complaint Mr G has complained that Modulr FS Limited (trading as “Plutus”) unfairly refused to raise a chargeback when he made two payments and didn’t receive the service he’d paid for. What happened The background of this complaint is already known to both parties, so ... (3 pages)View decision -
Decision Reference DRN8231234
10 Jan 2018 Lending Stream Llc UpheldBanking and creditMr W complains that Lending Stream LLC gave him loans that he couldn’t afford to repay. He asks that it refunds interest and charges and removes information about the loans from his credit file. Mr W is represented by a claims management company.backgroundMr W took out 2... (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 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