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-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-6003969
8 Dec 2025 Lendable Ltd Not upheldConsumer CreditDRN-6003969 The complaint Mrs S is unhappy Lendable Ltd provided her with a loan which she feels was unaffordable. She feels that, had they done more checks, they would’ve realised that she had a gambling addiction. What happened Lendable provided Mrs S with a loan for £7,000 in March... (4 pages)View decision -
Decision Reference DRN-2774791
27 Jun 2021 OSL Financial Consultancy Limited Not upheldMortgagesDRN-2774791 The complaint Mr and Mrs P complain that their secured loan was mis-sold in 2017 by OSL Financial Consultancy Limited trading as MortgageKey. They say Mr P’s spending was out of control, and he had a gambling problem, so MortgageKey’s advice was irresponsible. What happened Mr ... (3 pages)View decision -
Decision Reference DRN1322923
28 Oct 2016 Tesco Personal Finance PLC Not upheldBanking and creditMrs M complains about a number of transactions she says she didn’t make or authorise. She is unhappy that Tesco Personal Finance PLC won’t refund them.backgroundMrs M says she’s unwell and uses a carer. She gave her carer her credit card and PIN so she could use t... (2 pages)View decision -
Decision Reference DRN-4609394
2 Oct 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4609394 The complaint Mr D has complained that National Westminster Bank Plc (“NatWest”) acted inappropriately when it increased his overdraft limit twice in 2017. He also believes the bank failed to spot the unusual activity on his account or the fact that he was struggling with a ... (4 pages)View decision -
Decision Reference DRN-2000041
18 May 2021 Retail Money Market Ltd UpheldConsumer CreditDRN-2000041 The complaint Mr A complains that Retail Money Market Ltd trading as Ratesetter irresponsibly lent to him. Mr A says he shouldn’t have been lent the loan as he was in debt with other lenders and had a gambling problem. What happened Ratesetter lent Mr a one loan in April 2016, ... (2 pages)View decision -
Decision Reference DRN-5743468
10 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5743468 The complaint Mr J complains that Santander UK Plc (‘Santander’) allowed several consecutive transactions to go through on his current account which took him into an unarranged overdraft. What happened In March 2025 Santander allowed seven consecutive transactions to take M... (2 pages)View decision -
Decision Reference DRN2045669
17 Aug 2018 Santander UK Plc Not upheldBanking and creditMr B complains that Santander UK Plc rejected his claim for compensation under section 75 of the Consumer Credit Act 1974 in relation to credit card payments he made to an investment website he says was a scam.backgroundIn September 2017 Mr B made a number of payment... (2 pages)View decision -
Decision Reference DRN-5976567
27 Feb 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-5976567 Complaint Mr B complains that Zopa Bank Limited (“Zopa”) unfairly entered into a hire-purchase agreement with him. He’s said that the payments to this agreement were unaffordable and so he should not have been lent to. Background In November 2023, Zopa provided Mr B with fi... (3 pages)View decision -
Decision Reference DRN-4471257
2 Jan 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4471257 The complaint Mr B complains Startline Motor Finance Limited (Startline) irresponsibly entered into a hire purchase agreement with him because it didn’t complete reasonable and proportionate checks to ensure the agreement was affordable. What happened Mr B entered into a hire p... (5 pages)View decision