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 5478 results
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Decision Reference DRN-4395758
12 Jan 2024 Lendable Ltd Not upheldConsumer CreditDRN-4395758 The complaint Miss W complains that Lendable Ltd (“Lendable”) irresponsibly gave her two loans by way of fixed sum loan agreements she couldn’t afford. What happened Miss W applied for the first agreement in May 2019. She was given a loan of £1,500 repayable over 18 months with... (3 pages)View decision -
Decision Reference DRN-3234743
4 Jan 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3234743 The complaint Mr D complains that NewDay Ltd was irresponsible when it opened a credit card account for him in June 2015, and then increased the credit limit from £600 to £1,500 in September 2015. Mr D said his financial situation was already extremely poor before this. What h... (3 pages)View decision -
Decision Reference DRN-5441320
8 Apr 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5441320 The complaint Mr W, through a representative, says Zopa Bank Limited irresponsibly lent to him. What happened Zopa operates the lending platform which gave Mr W a 36-month loan for £8,000 with a fee of £690 on 24 October 2022. The monthly repayments were £297.29 and the tota... (3 pages)View decision -
Decision Reference DRN-5050104
9 Oct 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-5050104 The complaint Mr T complains that National Westminster Bank Plc (NatWest) didn’t sufficiently check whether he could afford a loan they agreed to. What happened In January 2020 Mr T entered into a Fixed Term personal loan with NatWest. The loan was for £9,500, after interest... (4 pages)View decision -
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 DRN6143816
30 May 2019 Santander UK Plc UpheldBanking and creditMr M complains that Santander UK Plc lent irresponsibly when it approved an overdraft increase in April 2017 and a loan application in March 2018. background Mr M has a Santander current account with overdraft facility. Mr M has had a number of loans with Santander go... (3 pages)View decision -
Decision Reference DRN-5018596
12 Sep 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-5018596 The complaint Mr T is complaining about Tesco Personal Finance PLC because he says it lent irresponsibly by giving him a credit card he couldn’t afford. In making his complaint, he referred to the various other debts he had at the time and also mentioned a gambling problem. ... (5 pages)View decision -
Decision Reference DRN-6109633
27 Jan 2026 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-6109633 The complaint Mr D complains that Bank of Ireland (UK) Plc was irresponsible in its lending to him. What happened Mr D was provided with a loan by Bank of Ireland (UK) Plc (BOI) on 23 April 2019. The amount of credit was £20,000, repayable over 60 months at an interest rate ... (4 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