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 5520 results
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Decision Reference DRN-3087291
5 Oct 2021 Wirecard Card Solutions Limited UpheldBanking and PaymentsDRN-3087291 The complaint Mr M complains Wirecard Card Solutions Limited blocked his account and haven’t released money held in the account back to him. What happened Mr M had an account which had a card issued by Wirecard and was administered by Pockit. In July 2020, Pockit blocked Mr M’s... (2 pages)View decision -
Decision Reference DRN-4270554
8 Sep 2023 Step One Finance Limited UpheldMortgagesDRN-4270554 The complaint Mrs C complains that Step One Finance Limited irresponsibly lent her a second charge mortgage (secured loan). She says that Step One didn’t carry out proper checks and didn’t identify that she was spending compulsively on gambling which would have impacted her abi... (8 pages)View decision -
Decision Reference DRN-5943627
3 Dec 2025 UK Mortgage Lending Ltd UpheldMortgagesDRN-5943627 The complaint Miss S says that a secured (second charge) loan she took out in 2024 with UK Mortgage Lending Ltd trading as Pepper Money was unaffordable and irresponsibly lent. What happened Miss S applied for this loan through an independent mortgage broker. The offer issue... (5 pages)View decision -
Decision Reference DRN-1979067
29 Oct 2020 Match the Cash Limited UpheldConsumer CreditDRN-1979067 The complaint Mr A complains that Match the Cash Limited (trading as Guarantormyloan) was irresponsible to approve his loan. What happened Mr A took out a Peer to Peer (P2P) loan via Guarantormyloan on 15 January 2019. He borrowed £2,000 and was due to repay it over 18 months w... (4 pages)View decision -
Decision Reference DRN-5510359
23 May 2025 Lendable Ltd UpheldConsumer CreditDRN-5510359 The complaint Mr H complains that Lendable Ltd failed to check sufficiently whether he could sustain repayments before they agreed to lend to him. What happened In May 2024 Mr H entered into A Fixed Sum Loan agreement with Lendable for £5,000. After interest fees and charg... (4 pages)View decision -
Decision Reference DRN-4217839
30 Jun 2023 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4217839 The complaint Mr S complains that American Express Services Europe Limited (Amex) lent to him irresponsibly. What happened In February 2022, Mr S applied for a credit card from Amex. It was agreed with a limit of £8,000. Minimum payments (or more) were made until September 2022... (4 pages)View decision -
Decision Reference DRN-5424615
3 Apr 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5424615 The complaint Mr B is unhappy that The Co-operative Bank Plc (“Co-op”) refused his account application, which he believes is due to the lack of gambling blocks they provide. What happened I issued a second provisional decision on this complaint, inviting both parties to let... (3 pages)View decision -
Decision Reference DRN-5409850
27 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5409850 The complaint Mr C complains Lloyds Bank PLC (“Lloyds”) didn’t carry out proper affordability checks when providing him with an overdraft. What happened Mr C initially had two overdrafts with Lloyds, but in 2020 Mr C reached out to explain he had lost his job and had a gambl... (3 pages)View decision -
Decision Reference DRN-5660539
3 Jul 2025 My Finance Club Limited Not upheldConsumer CreditDRN-5660539 The complaint Mr P says My Finance Club Limited, trading as Ondal, irresponsibly lent to him. What happened This complaint is about a short-term high-cost loan Ondal provided to Mr P on 16 March 2023. It was for £400 over 38 days and the total repayable was £521.60. Mr P say... (3 pages)View decision -
Decision Reference DRN-4527975
18 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4527975 The complaint Mr S complains that NewDay Ltd was irresponsible in its lending to him. What happened Mr S first raised his complaint in 2019 and says that he didn’t receive a response from NewDay at that time and when he raised this again NewDay said it wouldn’t reopen his compl... (3 pages)View decision