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-3988168
4 May 2023 Steadypay Limited Not upheldConsumer CreditDRN-3988168 The complaint Mr P complains that SteadyPay Limited was irresponsible to lend to him and he now can’t repay the money. What happened Mr P applied for a SteadyPay facility on 2 February 2019 and his application was approved with a £1,000 credit limit. Mr P says SteadyPay had acc... (4 pages)View decision -
Decision Reference DRN-5632934
1 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5632934 The complaint Miss T complains that Monzo acted irresponsibly when it granted and then increased her, current account overdraft limit because had it conducted proportionate checks it would have seen she was gambling. Miss T also complains about the granting of a credit card ... (3 pages)View decision -
Decision Reference DRN-4302401
7 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4302401 The complaint Mr S complains that HSBC UK Bank Plc lent irresponsibly when it approved his credit card and later increased the credit limit. What happened HSBC says Mr S first applied for a credit card in November 2004 which was approved with a credit limit of £4,500. In Januar... (3 pages)View decision -
Decision Reference DRN-5336308
30 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5336308 The complaint Ms T says Nationwide Building Society (“Nationwide”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail. In short, Ms T ... (2 pages)View decision -
Decision Reference DRN7605269
11 Oct 2017 Lending Stream Llc UpheldBanking and creditMr R complains that Lending Stream LLC gave him loans that he couldn’t afford to repay. backgroundMr R took out 11 instalment loans between July 2013 and August 2016. He says he borrowed because of his gambling addiction and Lending Stream’s irresponsible lending made h... (3 pages)View decision -
Decision Reference DRN0646053
15 Jun 2015 Bank of Scotland Plc Not upheldBanking and creditMrs S complains that Bank of Scotland plc (trading as Halifax) will not refund disputed transactions that were made from her current account.backgroundMrs S had a current account with Halifax, for which she had a debit card. She ‘lent’ her debit card details to a family... (2 pages)View decision -
Decision Reference DRN-5126495
29 Nov 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5126495 The complaint Miss L has complained that Sainsbury’s Bank Plc (“Sainsbury’s”) irresponsibly gave her a personal loan. She said that she was provided with this loan when she was struggling with a severe gambling addiction. What happened Sainsbury’s provided Miss L with a loan... (3 pages)View decision -
Decision Reference DRN-4037432
10 May 2023 Vodafone Limited UpheldConsumer CreditDRN-4037432 The complaint Mr G complains that two finance agreements that he took out with Vodafone Limited (“Vodafone”) were unaffordable and or that the decisions to lend to him were inappropriate. What happened Mr G took out two interest free finance agreements with Vodafone one in Augu... (5 pages)View decision -
Decision Reference DRN-1514171
21 Jan 2021 TFS Loans Limited UpheldConsumer CreditDRN-1514171 The complaint Mr G complains about a guarantor loan provided to him by TFS Loans Limited (“TFS”) which he says was unaffordable. What happened TFS provided Mr G with a loan of £10,000 on 12 January 2018. The loan was secured by a guarantor who would be responsible for repaying ... (5 pages)View decision -
Decision Reference DRN3525727
12 Feb 2019 Uncle Buck Finance LLP UpheldBanking and creditMr T complains that Uncle Buck Finance LLP was irresponsible to lend to him. He asks that it admits this and compensates him.backgroundMr T took out seven loans with Uncle Buck between January 2015 and January 2016 as follows: loan 1 for £400 taken out on 26 Januar... (6 pages)View decision
