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-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-4418817
7 Dec 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4418817 The complaint Mr T is unhappy that Revolut Ltd took a long time to send him funds that had been paid into a closed account. He’s also unhappy that it deducted a sum from the total balance and sent it to someone else. What happened Mr T’s account was restricted in January 2023 w... (2 pages)View decision -
Decision Reference DRN2682615
30 Apr 2020 NewDay Ltd UpheldBanking and creditMr C complains that it was irresponsible of NewDay Ltd trading as Aqua to issue a credit card to him with a £300 credit limit and then later to increase that limit to £800.backgroundI set out the background to Mr C’s complaint in my provisional decision. In that decision I explained why I ... (4 pages)View decision -
Decision Reference DRN1980299
16 Aug 2019 Oakam Ltd Not upheldBanking and creditMr A says Oakam Ltd irresponsibly lent to him.backgroundThis complaint is about an instalment loan, for £400, which Oakam provided to Mr A on 1 November 2017. Our adjudicator didn’t uphold Mr A’s complaint as he didn’t think Mr A had been treated unfairly. Mr A disagreed and asked for an o... (2 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-5756518
21 Jan 2026 Valour Finance Limited Not upheldConsumer CreditDRN-5756518 The complaint Miss K complains that Valour Finance Limited trading as Savvy.co.uk (“Valour”) gave her a loan without carrying out sufficient affordability checks. What happened Miss K was granted one instalment loan of £900 in March 2024, and she was due to make 10 monthly ... (3 pages)View decision -
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