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 4733 results
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Decision Reference DRN9061852
16 Dec 2018 Casheuronet UK LLC UpheldBanking and creditMr S complains, in summary, that CashEuroNet UK LLC, trading as QuickQuid, (“QQ”), gavehim loans that he couldn’t afford to repay.backgroundMr S was given six instalment loans by QQ between April 2017 and February 2018. All the loans except the last loan have been ... (6 pages)View decision -
Decision Reference DRN2846507
28 Dec 2018 Virgin Money plc Not upheldBanking and creditMr C says that Virgin Money plc shouldn’t have agreed to give him the credit card he applied for in 2015. He says it was irresponsible for it to do so.backgroundMr C made an online application for a credit card with Virgin in August 2015. He says that at the time o... (2 pages)View decision -
Decision Reference DRN-4489859
1 Dec 2023 Yorkshire Building Society Not upheldBanking and PaymentsDRN-4489859 The complaint Mrs H complains about the lack of management and oversight of her bank account with a business owned by Yorkshire Building Society. Mrs H is elderly and is represented by her daughter who has power of attorney. I have just referred to Yorkshire in this decision. W... (5 pages)View decision -
Decision Reference DRN-3824333
17 Feb 2023 Nationwide Building Society Not upheldConsumer CreditDRN-3824333 The complaint Mr W and Mrs W are unhappy with the way Nationwide Building Society (“Nationwide”) dealt with their application for a personal loan. They say they were told that the application had been approved and it took a number of days before it was explained to them that th... (2 pages)View decision -
Decision Reference DRN-5344892
11 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5344892 The complaint Mr S complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr S applied for a credit card with Vanquis in May 2016. In his application Mr S said he had an income ... (3 pages)View decision -
Decision Reference DRN-4533490
2 Apr 2024 Bamboo Limited Not upheldConsumer CreditDRN-4533490 The complaint Mr M, who is represented by a third party, says Bamboo Limited (“Bamboo”) irresponsibly lent to him. What happened This complaint is about three loans that were each taken out by way of fixed sum loan agreements. For the first loan, Bamboo lent £1,000 to Mr M in ... (3 pages)View decision -
Decision Reference DRN-4273156
31 Jul 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4273156 The complaint Mr W has complained about a hire purchase agreement he had with Blue Motor Finance Ltd (BMF). He says he shouldn’t have been given the agreement. What happened In March 2020 Mr W entered into a 5-year hire purchase agreement with BMF to acquire a car. The car cost... (4 pages)View decision -
Decision Reference DRN-5375648
16 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5375648 The complaint Mr M has complained HSBC UK Bank plc won’t refund him for transactions he didn’t make. He’s also upset that his bank initially refunded him, but took back the refunds when they decided the transactions had been authorised by Mr M. What happened On 4 March 2024 ... (3 pages)View decision -
Decision Reference DRN-3576016
4 Nov 2022 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3576016 The complaint Mr B complains about Moneybarn No.1 Limited trading as Moneybarn’s (“Moneybarn”) decision to lend him. What happened Mr B entered into a conditional sale agreement with Moneybarn in June 2019 to acquire a used car. The car cost £7,125 and under the agreement, Mr B... (4 pages)View decision -
Decision Reference DRN-4856627
18 Jun 2024 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-4856627 The complaint Mrs W says Bank of Ireland (UK) Plc (BOI) irresponsibly lent to her. What happened Mrs W took out a loan for £21,000 over 84 months on 11 June 2021. The APR was 18.9% and the monthly repayments were £434.46. Mrs W says BOI did not take enough time to check her fin... (4 pages)View decision
