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
-
Decision Reference DRN-2722777
12 Aug 2021 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2722777 The complaint Mr H is unhappy with the credit limit increases given to him by Vanquis Bank Limited on his credit card account. He said these increases were irresponsible. Mr H wants Vanquis to refund the interest and charges added to his account since the first of the credit li... (4 pages)View decision -
Decision Reference DRN-1887050
19 Jan 2021 Bank of Scotland Plc UpheldBanking and PaymentsDRN-1887050 The complaint Mr B complains that Bank of Scotland Plc (BOS) removed his overdraft limit without warning and provided him with loans that were unaffordable. He feels that they acted irresponsibly. What happened Mr B had a current account with an overdraft facility of £250 and a... (4 pages)View decision -
Decision Reference DRN-4071732
26 Jul 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4071732 The complaint Miss R complains that Clydesdale Bank Plc (“Clydesdale”), trading as Virgin Money, irresponsibly granted her a credit card she couldn’t afford to repay. What happened Miss R entered into an agreement with Clydesdale to have access to credit with a credit card acco... (3 pages)View decision -
Decision Reference DRN-2918032
19 Aug 2021 Advanced Payment Solutions Limited Not upheldBanking and PaymentsDRN-2918032 The complaint Mr R complains as a director of C (a limited company) that Advanced Payment Solutions Limited trading as Cashplus (“Cashplus”) has held him liable for transactions he’s said were carried out fraudulently. What happened Three transactions equalling around £4,000 le... (3 pages)View decision -
Decision Reference DRN-4660450
12 Apr 2024 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4660450 The complaint Mr P complains that Tesco Personal Finance PLC trading as Tesco Bank lent to him irresponsibly. What happened In July 2017, Mr P applied for and received a loan of £17,500 from Tesco. The loan was to be repaid in 84 monthly repayments of £262.71. Mr P says that at... (3 pages)View decision -
Decision Reference DRN-3320142
14 Mar 2022 Madison CF UK Limited Not upheldConsumer CreditDRN-3320142 The complaint Mr D complains that Madison CF UK Limited, trading as 118118 Money (Madison), lent to him irresponsibly. What happened Mr D has explained his circumstances at the time and I am sorry to hear it. And I understand his financial situation is better now. Mr D approach... (4 pages)View decision -
Decision Reference DRN-4153587
25 May 2023 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4153587 The complaint Miss T complains that Capital One (Europe) plc lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. ... (3 pages)View decision -
Decision Reference DRN-5485540
12 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5485540 The complaint Miss G complains Monzo Bank Ltd won’t refund the money she sent to an online casino which she now thinks was operating a scam. What happened In June 2024, Miss G used her Monzo card to deposit funds with an online casino (“O”). But when she tried to withdraw fr... (3 pages)View decision -
Decision Reference DRN-5553098
22 Jul 2025 Bamboo Limited Not upheldConsumer CreditDRN-5553098 The complaint Mr N complains that Bamboo Limited trading as Bamboo Loans irresponsibly lent to him. Mr N says he was struggling with gambling at the time Bamboo lent, and had it carried out sufficient checks, it would have seen that he couldn’t repay what it agreed to lend h... (3 pages)View decision -
Decision Reference DRN-1767245
15 Oct 2020 Oakbrook Finance Limited UpheldConsumer CreditDRN-1767245 The complaint Mrs P has complained that Oakbrook Finance Limited, trading as Lively Loans, is holding her liable for a loan she says she didn’t take out. What happened Mrs P was abroad from 2 February 2019 to 17 February 2019. On 1 February, her bank sent her a new debit card b... (4 pages)View decision
