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-3551866
5 Aug 2022 Admiral Financial Services Ltd Not upheldConsumer CreditDRN-3551866 The complaint Mr S complains Admiral Financial Services Ltd irresponsibly lent to him. Mr S is represented by a third party; but for ease I’ll refer to all submissions as if they were made by him directly. What happened Admiral approved Mr S for a £10,000 loan in March 2021. Th... (3 pages)View decision -
Decision Reference DRN-5771731
22 Aug 2025 Equifinance Limited UpheldMortgagesDRN-5771731 The complaint Mr B and Miss O complain that Equifinance Limited lent to them irresponsibly. What happened In January 2023, following advice from a third party broker, Mr B and his daughter Miss O took out a secured loan with Equifinance. The loan was for £66,490 repayable ov... (5 pages)View decision -
Decision Reference DRN-4352412
15 Sep 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4352412 The complaint Mr N has complained that Bank of Scotland plc trading as Halifax (“Halifax”) provided him with an overdraft irresponsibly and allowed him to go over his overdraft limit when he was in financial difficulty. What happened Mr N had a £500 overdraft facility with Hali... (3 pages)View decision -
Decision Reference DRN-5488335
26 Sep 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5488335 The complaint Mr H complains that Evergreen Finance London Limited trading as moneyboat.co.uk (“Evergreen”) irresponsibly lent him two loans. What happened In March 2024 Mr H applied for a loan with Evergreen. The application was accepted and he was given a loan for £250 to... (3 pages)View decision -
Decision Reference DRN-5330155
18 Mar 2025 Nationwide Building Society UpheldConsumer CreditDRN-5330155 The complaint Mrs T complains that Nationwide Building Society (NBS) irresponsibly lent to her. What happened In March 2021 Mrs T entered into a Fixed Sum loan agreement with NBS for £15,000. The loan was to be repaid over 84 months at £254.90 a month. After interest and cha... (5 pages)View decision -
Decision Reference DRN-5574117
12 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5574117 The complaint Mr J has complained that Nationwide Building Society lent to him irresponsibly by approving a credit card for him in March 2021 which he could not afford to repay. What happened Mr J applied for a credit card with Nationwide on 18 March 2021. Mr J said in his a... (5 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 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 -
Decision Reference DRN-2313825
5 Nov 2020 Oakbrook Finance Limited UpheldConsumer CreditDRN-2313825 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
