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 1466 results
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Decision Reference DRN-6120410
17 Feb 2026 Logbook Lending Limited Not upheldConsumer CreditDRN-6120410 The complaint Mr S complains that Logbook Lending Limited trading as Logbookloans247 was irresponsible in its lending to him, applied unfair and disproportionate charges to his account and didn’t provide sufficient forbearance. Mr S wants a refund of all interest and charges... (4 pages)View decision -
Decision Reference DRN-2235387
14 Dec 2020 Lloyds Bank PLC Not upheldConsumer CreditDRN-2235387 The complaint Mrs A complains Lloyds Bank PLC (Lloyds) didn’t give her an opportunity to set up a repayment plan to pay off arrears on her personal loan. What happened Mrs A took out a personal loan with Lloyds in November 2017. The contractual monthly repayment was collected a... (4 pages)View decision -
Decision Reference DRN-3760589
28 Mar 2023 Everyday Lending Limited Not upheldConsumer CreditDRN-3760589 The complaint Mr M complains that Everyday Lending Limited (ELL) didn’t support him when he was in financial difficulty. What happened In May 2018, Mr M borrowed £4,000 from ELL. There were to be 42 monthly payments of £343.39. The total amount payable was £12,362.04. Late in 2... (4 pages)View decision -
Decision Reference DRN-5588736
12 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5588736 The complaint Mr M is unhappy with how Monzo Bank Ltd (Monzo) have reported his Flex account and overdraft to the credit reference agencies (CRA). He says Monzo have misrepresented his financial standing and this has had both a financial and personal impact for him. What ha... (5 pages)View decision -
Decision Reference DRN-5743900
23 Dec 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5743900 The complaint Miss C complains that Everyday Lending Limited trading as Evlo (Everyday Lending) lent £5,000 to her on 30 August 2024 when she could not afford to repay it sustainably. Miss C says that the interest rate is exponentially high. Miss C complains that she was den... (5 pages)View decision -
Decision Reference DRN-5986682
2 Dec 2025 Amplifi Capital (U.K.) Limited UpheldConsumer CreditDRN-5986682 The complaint Miss G complains that Amplifi Capital (U.K.) Limited trading as Reevo Money was irresponsible in lending to her and didn’t support her through financial difficulty. What happened In March 2024, Miss G entered into a loan agreement with Reevo Money. The loan ... (5 pages)View decision -
Decision Reference DRN-5667830
16 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5667830 The complaint Mr F complains that Monzo Bank Ltd trading as Monzo, lent to him irresponsibly when they provided him with a revolving credit facility. He said they also failed to provide adequate support when he was struggling financially, and that they unfairly defaulted his... (4 pages)View decision -
Decision Reference DRN-5943712
5 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5943712 The complaint Miss B complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application. Miss B also complains about the lack of support provided by Vanquis and failure to recognise she was vulnerable. What happened Miss B applied for a Vanq... (4 pages)View decision -
Decision Reference DRN-5556045
26 Sep 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5556045 The complaint Mr W complains about the way Shop Direct Finance Company Limited trading as Very (‘Shop Direct’) dealt with his request to have a reduced payment plan. What happened The background to this complaint is well known to both parties so I’ll only summarise it here. ... (2 pages)View decision -
Decision Reference DRN6594655
13 Feb 2019 Bank of Scotland Plc Not upheldBanking and creditMiss K complains that Bank of Scotland plc (trading as Halifax) defaulted her loan account after it made mistakes with her direct debit payments. backgroundMiss K had a Halifax loan with a monthly payment of £242. In December 2017 Miss K agreed a payment plan with Hali... (2 pages)View decision