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 4726 results
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Decision Reference DRN2682615
30 Apr 2020 NewDay Ltd UpheldBanking and creditMr C complains that it was irresponsible of NewDay Ltd trading as Aqua to issue a credit card to him with a £300 credit limit and then later to increase that limit to £800.backgroundI set out the background to Mr C’s complaint in my provisional decision. In that decision I explained why I ... (4 pages)View decision -
Decision Reference DRN-3234743
4 Jan 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3234743 The complaint Mr D complains that NewDay Ltd was irresponsible when it opened a credit card account for him in June 2015, and then increased the credit limit from £600 to £1,500 in September 2015. Mr D said his financial situation was already extremely poor before this. What h... (3 pages)View decision -
Decision Reference DRN-5441320
8 Apr 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5441320 The complaint Mr W, through a representative, says Zopa Bank Limited irresponsibly lent to him. What happened Zopa operates the lending platform which gave Mr W a 36-month loan for £8,000 with a fee of £690 on 24 October 2022. The monthly repayments were £297.29 and the tota... (3 pages)View decision -
Decision Reference DRN-4395758
12 Jan 2024 Lendable Ltd Not upheldConsumer CreditDRN-4395758 The complaint Miss W complains that Lendable Ltd (“Lendable”) irresponsibly gave her two loans by way of fixed sum loan agreements she couldn’t afford. What happened Miss W applied for the first agreement in May 2019. She was given a loan of £1,500 repayable over 18 months with... (3 pages)View decision -
Decision Reference DRN1612682
12 Feb 2018 Gain Credit LLC UpheldBanking and creditMr G complains that GAIN Credit LLC (trading as Lending Stream) lent him money he couldn’t afford to repay.backgroundMr G took out 45 instalment loans between September 2014 and January 2017. He says Lending Stream shouldn’t have agreed to lend as he was stuck in a ... (4 pages)View decision -
Decision Reference DRN-4795134
30 May 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4795134 The complaint Mr S is complaining about Sainsbury's Bank Plc because he says it lent irresponsibly by giving him a credit card he couldn’t afford. In particular, he says he was gambling heavily and this meant he had debts with various lenders that he was using to pay off e... (4 pages)View decision -
Decision Reference DRN6007817
3 Apr 2018 Madison CF UK Limited Not upheldBanking and creditMr M complains that Madison CF UK Limited (trading as 118118 Money) sold him a loan he could not afford.backgroundIn February 2017 Mr M borrowed £2,100 from 118118 Money. He was to repay this at just over £160 a month for two years. He made one repayment in Februar... (2 pages)View decision -
Decision Reference DRN-2842804
28 May 2021 Match the Cash Limited UpheldConsumer CreditDRN-2842804 Complaint Mr B has complained that Match the Cash Limited (“Match the Cash”) unfairly brought about an unaffordable guarantor loan for him. He says any checks would have shown that he already had two guarantor loans, missed payments on his existing agreements and multiple defau... (4 pages)View decision -
Decision Reference DRN-5568280
19 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5568280 The complaint Mr S complains that Revolut Ltd hasn’t refunded payments on his account he says he didn’t authorise. What happened In mid-March 2024, Mr S received notifications in his Revolut app about attempted payments using his card. Mr S went into the app and declined the... (7 pages)View decision -
Decision Reference DRN2383584
21 Nov 2019 Bank of Scotland Plc Not upheldBanking and creditMr M complains that Bank of Scotland plc (trading as Halifax) will not refund payments he says he did not make from his bank account.backgroundMr M disputes a number of payments totalling £2,160 made to an online gambling website between 22 and 25 March 2018. He says that he last used his ... (3 pages)View decision
