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 5125 results
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Decision Reference DRN-5340933
22 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5340933 The complaint Mr L complains that Vanquis Bank Limited irresponsibly lent to him. Mr L is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr L himself. What happen... (4 pages)View decision -
Decision Reference DRN-2763092
22 Jun 2021 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-2763092 The complaint Mr R has complained that Shop Direct Finance Company Limited trading as Very was irresponsible when it increased the credit limit on his catalogue shopping account. What happened Very opened an account for Mr R in September 2014 with a credit limit of £600. This t... (4 pages)View decision -
Decision Reference DRN-5165750
13 Jan 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5165750 The complaint The estate of Mr H has complained The Co-operative Bank plc allowed a third party to be authorised to use their father’s account despite the signature being fraudulent. They also believe gambling transactions on the account went unnoticed by the bank and that t... (3 pages)View decision -
Decision Reference DRN-5102521
11 Nov 2024 Plata Finance Limited Not upheldConsumer CreditDRN-5102521 The complaint Mr H says Plata Finance Limited irresponsibly lent to him. What happened Mr H took out a £10,000 loan over 60 months from Plata on 25 March 2024. The monthly repayments were £232.53 and the total repayable was £13,951.62. Mr H says he took out a loan from Pla... (3 pages)View decision -
Decision Reference DRN2083940
19 Jun 2017 Santander UK Plc Not upheldBanking and creditMr R complains Santander UK Plc acted irresponsibly when it allowed him to take two loans and allowed him steadily to increase his overdraft when he already had several pay day loans, a gambling addiction and other debts. backgroundMr R had a gambling addiction and dur... (2 pages)View decision -
Decision Reference DRN2324604
23 Mar 2018 Gain Credit LLC UpheldBanking and creditMr S complains that Gain Credit LLC (trading as Lending Stream) lent him money he couldn’t afford to repay.backgroundMr S took out 20 instalment loans between August 2014 and January 2017. He says Lending Stream shouldn’t have agreed to lend as he was carrying a l... (4 pages)View decision -
Decision Reference DRN-5619961
17 Sep 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5619961 The complaint Mr P is complaining Startline Motor Finance Limited’s acted irresponsibly in lending to him – he says the agreement was unaffordable. What happened In February 2022, Mr P took out a hire purchase agreement with Startline to finance the purchase of a car. He pai... (4 pages)View decision -
Decision Reference DRN-4435433
16 Nov 2023 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4435433 The complaint Mr C believes Startline Motor Finance Limited acted irresponsibly by agreeing a hire purchase agreement he’d applied for. What happened In June 2021, Mr C was supplied with a used car through a hire purchase agreement with Startline. He paid a deposit of £250, and... (4 pages)View decision -
Decision Reference DRN-2609460
24 May 2021 TM Advances Limited Not upheldConsumer CreditDRN-2609460 The complaint Mr T has complained that TM Advances Limited lent him an unaffordable loan. What happened In January 2019, TM agreed to lend Mr T £2,000. The agreement for the loan states that Mr T had to repay the loan in 35 monthly instalments of £189. Mr T hasn’t fully repaid ... (2 pages)View decision -
Decision Reference DRN-5280693
27 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5280693 Complaint Miss W has complained that Aqua Ltd (trading as “Aqua”) irresponsibly provided a credit card as well and the subsequent credit limit increases to her. She says that they were unaffordable and became unmanageable. Background Aqua provided Miss W with a credit card... (5 pages)View decision
