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 4607 results
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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-3194571
29 Mar 2022 The Car Finance Company (2007) Ltd UpheldConsumer CreditDRN-3194571 The complaint Mr S complains that The Car Finance Company (2007) Ltd (“TCFC”) irresponsibly granted him a loan he couldn’t afford to repay. What happened In June 2015, Mr S took receipt of a car that he financed through a hire purchase agreement with TCFS. Mr S was required to... (3 pages)View decision -
Decision Reference DRN-2873909
10 Jul 2021 MBNA Limited Not upheldBanking and PaymentsDRN-2873909 The complaint Mr D complains that MBNA Limited irresponsibly allowed him to open a credit card account that was unaffordable. What happened Mr D says he applied for the credit card account in April 2019 and £1,500 was transferred from that account to his current account. He say... (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-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-2343561
10 Dec 2020 Carcashpoint Limited UpheldConsumer CreditDRN-2343561 The complaint Mr P complains that CarCashPoint Limited lent to him in an irresponsible manner. What happened Mr P was given four loans by CarCashPoint as shown in the table below. Each of the loans was secured on a vehicle that Mr P owned. It appears that, from time to time, Mr... (4 pages)View decision -
Decision Reference DRN-5115361
1 Nov 2024 Gain Credit LLC UpheldConsumer CreditDRN-5115361 The complaint Miss B complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave her loans she couldn’t afford to repay, and Lending Stream would’ve realised that had it made better checks. What happened A summary of Miss B’s borrowing can be found in t... (8 pages)View decision -
Decision Reference DRN-4418956
25 Oct 2023 Nationwide Building Society UpheldConsumer CreditDRN-4418956 The complaint Mr B’s complaint is that Nationwide Building Society irresponsibly provided him with three unaffordable loans. What happened Nationwide provided Mr B with the following loans: Loan Date of loan Capital amount Term (months) Monthly repayments Total repayable value ... (5 pages)View decision -
Decision Reference DRN-5172961
2 Jan 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5172961 The complaint Mrs K has complained that Zempler Bank Limited trading as Cashplus acted irresponsibly when it provided her with a credit card in June 2023. Background Mrs K applied for a credit card with Cashplus in June 2023. Her application was approved, and she was given a... (3 pages)View decision -
Decision Reference DRN-1312885
9 Jul 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1312885 The complaintMr K complains that HSBC UK Bank Plc irresponsibly increased the credit limit on his credit card. What happenedIn July 2014, Mr K had a credit card and a current account with HSBC. The credit card had a credit limit of £8,500, and in that month HSBC offered to inc... (3 pages)View decision
