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 5830 results
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Decision Reference DRN-4000778
9 May 2023 FirstRand Bank Limited Not upheldConsumer CreditDRN-4000778 The complaint Miss B complains that FirstRand Bank Limited trading as Motonovo Finance irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In August 2018, Miss B acquired a used car financed by a Hire Purchase agreement from MotoNovo ... (2 pages)View decision -
Decision Reference DRN-5185192
6 Dec 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-5185192 The complaint Mr E complains that Loans 2 Go Limited lent irresponsibly when it approved a loan application he made. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr E applied for a loan of £1,000 w... (5 pages)View decision -
Decision Reference DRN-5700285
29 Sep 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5700285 The complaint Mr V is complaining that Lloyds Bank PLC trading as MBNA lent to him irresponsibly by providing him with a credit card. What happened In April 2013, MBNA approved Mr V’s application for a credit card, giving him a limit of £20,000. They increased the limit to £... (5 pages)View decision -
Decision Reference DRN-4351359
2 Oct 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4351359 The complaint Miss S has complained that Santander UK Plc acted irresponsibly when it provided her with a credit card in September 2022. What happened Miss S applied for a credit card with Santander in September 2022. At that time, she said she had a history of compulsive spend... (3 pages)View decision -
Decision Reference DRN-5013861
26 Sep 2024 ONMO Limited Not upheldBanking and PaymentsDRN-5013861 The complaint Mr H complains that ONMO Limited shouldn‘t have accepted his application for a credit card account. What happened Mr H applied for a credit card account with ONMO in May 2023. His application was accepted and he was given a credit card with a £1,500 credit limi... (3 pages)View decision -
Decision Reference DRN-5706948
4 Aug 2025 UK Credit Limited Not upheldConsumer CreditDRN-5706948 Complaint Mr K has complained that UK Credit Limited (“UK Credit”) unfairly accepted him as a guarantor on a loan that it provided to a borrower who was known to him. He says he wasn’t in a position to be able to afford to make the repayments to the loan in the event he had ... (3 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 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 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-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