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 4619 results
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Decision Reference DRN9840389
6 Jun 2018 Casheuronet UK LLC UpheldBanking and creditMiss L complains that CashEuroNet UK LLC, trading as QuickQuid, (“QQ”), gave her loansthat she couldn’t afford to repay.backgroundMiss L was given 16 loans by QQ between April 2012 and December 2016. The loans haveall been fully repaid, although five of the loans appe... (8 pages)View decision -
Decision Reference DRN-5297374
10 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5297374 The complaint Miss W has complained Starling Bank Limited won’t refund her for numerous disputed transactions made between March and July 2024. What happened Miss W gambles online and uses her Starling card to deposit cash into various accounts. Despite using sites she recog... (2 pages)View decision -
Decision Reference DRN9987844
20 May 2019 Madison CF UK Limited Not upheldBanking and creditMr M complains that Madison CF UK Limited trading as 118118 Money irresponsibly lent him money which he says was unaffordable.backgroundMr M says he borrowed £3,500 in August 2018 but at the time was in financial difficulties due to a gambling addiction. He says 1181... (2 pages)View decision -
Decision Reference DRN-5094522
27 Nov 2024 MBNA Limited UpheldBanking and PaymentsDRN-5094522 The complaint Mr H complains that MBNA Limited was irresponsible when it offered him a credit card account. What happened MBNA opened a credit card account for Mr H in August 2020 with a credit limit of £8,000. I understand the facility was withdrawn in March 2024. Mr H co... (5 pages)View decision -
Decision Reference DRN-4252409
13 Dec 2023 Evolution Money Limited UpheldMortgagesDRN-4252409 The complaint Mr G complains that Evolution Money Limited (“Evolution”) mis-sold him a secured loan. Mr G has also brought a complaint against the lender about the lending decision and the action it took against him when he was in financial difficulties. I have dealt with that ... (7 pages)View decision -
Decision Reference DRN-2873482
7 Jul 2021 NewDay Ltd UpheldBanking and PaymentsPage 1 of 8The complaint Mr O complains that NewDay Ltd, trading as Aqua and Marbles (NewDay) irresponsibly provided him with two credit cards and limit increases on those cards, which increased his debt. What happened In August 2015, Mr O applied for an Aqua branded credit card with NewDa... (8 pages)View decision -
Decision Reference DRN1403859
18 Feb 2020 Commsave Credit Union Limited UpheldBanking and creditMr F’s complaint against Commsave Credit Union Limited (Commsave) is that it continued to irresponsibly lend to him after he told it about his gambling addiction. backgroundMr M had a loan with Commsave. On 17 February 2015, he notified it that he had a gambling addiction; was in financial... (2 pages)View decision -
Decision Reference DRN-3998747
6 Mar 2023 Oakbrook Finance Limited UpheldConsumer CreditDRN-3998747 The complaint Mr K complains that Oakbrook Finance Limited trading as Oakbrook Loans lent him an unaffordable loan. What happened I issued a provisional decision on this case n 13 February 2023 where I set out a detailed background to this complaint and my provisional findings.... (3 pages)View decision -
Decision Reference DRN-5025596
2 Oct 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5025596 The complaint Mr T complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance lent irresponsibly when it approved his loan application. What happened In July 2021, Mr T applied for a loan of £1,500 with Novuna. In his application, Mr T said he was employ... (3 pages)View decision -
Decision Reference DRN6574591
18 Dec 2019 PayPal Europe Sarl & Cie, SCA Not upheldBanking and creditMrs R is unhappy that PayPal Europe Sarl & Cie, SCA (“PayPal”) won’t refund a series of transactions made using her account.background Mrs R has an account with PayPal. In August and September 2017, a series of gambling payments were made from her account that weren’t authorised by her... (2 pages)View decision
