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-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-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 DRN3094213
16 Dec 2019 Loans 2 Go Limited UpheldBanking and creditMr M complains that Loans 2 Go Limited (“L2G”) irresponsibly gave him a number of loans he couldn’t afford to pay. backgroundAs far as I can see, Mr M was given twelve loans between August 2015 and October 2018. The loans were a mixture of logbook loans and unsecured personal ones. One of ... (2 pages)View decision -
Decision Reference DRN-5499957
30 May 2025 Bamboo Limited Not upheldConsumer CreditDRN-5499957 The complaint Mr M complains that Bamboo Limited didn’t provide him with the support it should have when he went through a period of depression and had problems with gambling. He wants the interest on his loan refunded. What happened Mr M was provided with a £6,000 loan by B... (2 pages)View decision -
Decision Reference DRN0858968
2 Mar 2020 TSB Bank plc UpheldBanking and creditMiss O complains that TSB Bank plc irresponsibly gave her an overdraft and later increased that overdraft limit.backgroundMiss O applied for an overdraft in August 2018 but TSB refused the application and told her that any lending would be irresponsible as she was spending her money on gam... (4 pages)View decision -
Decision Reference DRN-4277960
21 Sep 2023 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-4277960 The complaint Mr C complained that Brent Shrine Credit Union Limited, trading as My Community Bank (“BSCU”) irresponsibly granted a personal loan in November 2022 that he couldn’t afford to repay. What happened In November 2022, Mr C took out a loan of £3,000, over a term of 24... (3 pages)View decision -
Decision Reference DRN-4459802
17 Nov 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4459802 The complaint Mrs W complains that Clydesdale Bank Plc trading as Virgin Money was irresponsible in its lending to her. What happened Mrs W was provided with a credit card account with a credit limit of £6,200 in July 2021. She says that this credit limit shouldn’t have been pr... (3 pages)View decision -
Decision Reference DRN4569534
26 Jul 2017 Nationwide Building Society Not upheldBanking and creditMr M complains that Nationwide Building Society failed to prevent or refund some transactions on his account he says he didn’t make.backgroundIn December 2016 Mr M went abroad on holiday. While he was away, 35 debit card transactions were made on his current account... (2 pages)View decision -
Decision Reference DRN5529858
8 May 2017 Uncle Buck Finance LLP Not upheldBanking and creditMr O complains Uncle Buck Finance LLP lent him money he couldn’t afford to repay.backgroundMr O took out five loans with Uncle Buck, of which four were instalment loans.date takenamountinstalmentshighest monthly paymentDate repaid19 April 2015£2500n/a30 April 20154 M... (3 pages)View decision