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 4717 results
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Decision Reference DRN-3921748
24 Jan 2023 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-3921748 The complaint Mr G complains that Tesco Personal Finance PLC irresponsibly gave him a loan that he couldn’t afford. For simplicity, I will refer to the business throughout as ‘Tesco’. What happened In May 2017, Mr G applied for a loan with Tesco. He was given a loan of £24,999 ... (4 pages)View decision -
Decision Reference DRN-3246719
27 May 2022 Loans 2 Go Limited Not upheldConsumer CreditDRN-3246719 The complaint Mr J has complained that Loans 2 Go Limited acted irresponsibly when it provided him with a loan in January 2021. Background Mr J took out a loan for £780 over 18 months in January 2021 with Loans 2 Go. He was charged interest at a rate of 1,059% APR which meant t... (3 pages)View decision -
Decision Reference DRN-5300194
26 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5300194 The complaint Mr H complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr H applied for a credit card with Vanquis in April 2012. In his application, Mr H said he was employed... (4 pages)View decision -
Decision Reference DRN-4998923
19 Sep 2024 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4998923 The complaint Mr J has complained that Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) gave him a loan he couldn’t afford to repay. What happened Tesco gave Mr J a 60-month loan of £15,000 on 11 November 2023. Mr J’s monthly repayments are £396.71. The loan had a... (4 pages)View decision -
Decision Reference DRN-5458777
14 May 2025 Sainsbury's Bank Plc UpheldConsumer CreditDRN-5458777 The complaint Mr N has complained that Sainsbury’s Bank Plc acted irresponsibly when it provided him with two separate personal loans in 2022. Background Mr N has explained that he has a compulsive gambling problem. He says that the loans taken out with Sainsbury’s were used... (3 pages)View decision -
Decision Reference DRN-3426306
13 Apr 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3426306 The complaint Mr D has complained that Bank of Scotland plc (trading as Halifax) unfairly applied charges to his account, contributing to his financial difficulties. What happened Mr D complained to Halifax about the charges that had been applied to his account for using his ov... (3 pages)View decision -
Decision Reference DRN3863758
16 Jul 2018 Moneybarn No. 1 Limited Not upheldBanking and creditMr M complains that Moneybarn No. 1 Limited lent him money irresponsibly.backgroundMr M borrowed nearly £7,000 from Moneybarn under a conditional sale agreement in December 2014 to get a used car. He says the repayments were unaffordable as he was having financial prob... (3 pages)View decision -
Decision Reference DRN-4201805
14 Aug 2023 HSBC UK Bank Plc UpheldConsumer CreditDRN-4201805 The complaint Mr R complains HSBC UK Bank Plc lent to him irresponsibly when they approved two loans. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving the reasons ... (2 pages)View decision -
Decision Reference DRN6330674
28 Jan 2020 PayPal Europe Sarl & Cie, SCA UpheldBanking and creditMr R has complained PayPal Europe Sarl & Cie, SCA won’t refund him for gambling transactions which he didn’t make.backgroundIn June 2018 Mr R (under his previous name of Mr T) brought a complaint to the ombudsman service. He’d complained to PayPal about sets of gambling transactions. H... (2 pages)View decision -
Decision Reference DRN4998577
20 Nov 2017 Everyday Lending Limited Not upheldBanking and creditMr G complains that Everyday Lending Limited provided him with a loan that was unaffordable.backgroundMr G took out a £4,500 loan with Everyday Lending in May 2016. The loan had a 36 month term with repayments of £327.45 a month.Mr G says that at the time of the loan ... (2 pages)View decision
