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-4623755
14 Mar 2024 Santander UK Plc Not upheldMortgagesDRN-4623755 The complaint Miss B’s complaint is about a secured personal loan that was taken out in her and her ex-partner’s names in 2007. She is unhappy that Santander UK Plc is holding her liable for the debt, even though she told Santander she was coerced into signing the application. ... (4 pages)View decision -
Decision Reference DRN-6131888
5 Feb 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-6131888 The complaint Miss R is unhappy that Lendable Ltd trading as Zable refused to refund transactions she said she didn’t authorise. What happened Miss R contacted Zable on 23 September 2024 to dispute 12 transactions totalling just over £550 carried out from December 2023 to Ma... (3 pages)View decision -
Decision Reference DRN-5927869
13 Jan 2026 Fluro Platform Limited Not upheldConsumer CreditDRN-5927869 The complaint Mr S complains that Fluro Platform Limited trading as Fluro was irresponsible in its lending to him. He wants his loan written off and any adverse information removed from his credit file. What happened Mr S was issued with a £10,000 loan by Fluro in December 2... (3 pages)View decision -
Decision Reference DRN5525835
16 Oct 2018 Gain Credit LLC Not upheldBanking and creditMiss T complains that Gain Credit LLC was irresponsible when it gave her loans. Miss T is represented by a claims management company. Her representative asks that Gain Credit pays compensation and refunds the loans. backgroundMiss T took out four loans in 2017. Her re... (2 pages)View decision -
Decision Reference DRN-5906820
25 Oct 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5906820 The complaint Mr H complains that MBNA Limited acted irresponsibly, failing to complete thorough checks, when providing him with credit in the form of two credit cards and two loans. Mr H is represented in this complaint, but I’ll refer to him as it’s his complaint. What ha... (4 pages)View decision -
Decision Reference DRN3052098
18 Jan 2016 Tesco Personal Finance PLC UpheldBanking and creditMr K complains that Tesco Personal Finance plc (trading as Tesco Bank) wrongly deducted Tesco Clubcard points from his account.backgroundWhen Mr K received credits on his Tesco credit card from a gambling company, he noticed Clubcard points were being deducted, even ... (1 page)View decision -
Decision Reference DRN7258666
1 Aug 2016 Santander UK Plc Not upheldBanking and creditMrs D complains that Santander UK Plc will not refund some disputed transactions.backgroundIn May 2015, 16 transactions totalling just over £1400 were made on Mrs D credit card. These were all made in the space of less than 24 hours and all to one gambling website.... (2 pages)View decision -
Decision Reference DRN0011332
16 May 2018 Capfin Limited Not upheldBanking and creditMrs P says Capfin Limited, trading as ecashwindow, (“Capfin”) gave her loans she couldn’t afford to repay.backgroundI issued my provisional decision on this complaint on 27 April 2018. A copy is attached and it forms part of this final decision. The full background to the... (8 pages)View decision -
Decision Reference DRN-1933089
16 Sep 2020 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-1933089The complaintMr B complains Monzo Bank Limited has closed his account unfairly.What happenedMr B opened a current account with Monzo in January 2019. He’d had a number of accounts with other businesses, and a poor credit file as well as a CIFAS marker against his name. The accou... (2 pages)View decision -
Decision Reference DRN-4444965
7 Dec 2023 Nationwide Building Society Not upheldConsumer CreditDRN-4444965 Complaint Mr C has complained about a personal loan Nationwide Building Society (“Nationwide”) provided to him. He’s in effect said that Nationwide lent to him even though it ought to have realised that he would use the funds advanced for gambling. Background Mr C has also sepa... (5 pages)View decision