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 5830 results
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Decision Reference DRN-5483576
11 Aug 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5483576 Complaint Mr R complains that Specialist Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said suitable affordability checks weren’t carried out prior to the application and he was lent to despite suffering from a poor credit hist... (4 pages)View decision -
Decision Reference DRN-3673745
19 Jan 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-3673745 The complaint The estate of Mr C complains that Nationwide Building Society won’t refund payments that had been disputed by him. What happened Mr C had raised a complaint with Nationwide before he passed away. This related to three payments to an online gambling merchant which ... (2 pages)View decision -
Decision Reference DRN-3870334
27 Jan 2023 Plata Finance Limited Not upheldBanking and PaymentsDRN-3870334 The complaint Mr P complains that Zopa Limited (“Zopa”) irresponsibly granted him a credit card he couldn’t afford to repay. What happened In April 2021 Mr P entered into an agreement with Zopa to have access to credit by way of a credit card account. He was given a credit limi... (2 pages)View decision -
Decision Reference DRN-6134988
20 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6134988 The complaint Miss B is unhappy about gambling transactions that took place on her credit card account held with NewDay Ltd trading as Fluid. What happened Miss B has explained that she was off work from January 2024 and began receiving treatment which required regular stay... (4 pages)View decision -
Decision Reference DRN-5976567
27 Feb 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-5976567 Complaint Mr B complains that Zopa Bank Limited (“Zopa”) unfairly entered into a hire-purchase agreement with him. He’s said that the payments to this agreement were unaffordable and so he should not have been lent to. Background In November 2023, Zopa provided Mr B with fi... (3 pages)View decision -
Decision Reference DRN-4575277
29 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4575277 The complaint Mrs W complains that Bank of Scotland plc, trading as Halifax, withdrew her overdraft facility. What happened Mrs W had a Halifax current account with a £200 overdraft facility, which she used to rely on regularly. But in late 2023, she complained that the over... (2 pages)View decision -
Decision Reference DRN-5497428
27 May 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5497428 The complaint Miss M complains that The Royal Bank of Scotland Plc (RBS) was irresponsible in its lending to her. She wants all interest and charges removed from her loan account, so she is only liable to repay the amount she borrowed. What happened Miss M was provided with ... (3 pages)View decision -
Decision Reference DRN-5165750
13 Jan 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5165750 The complaint The estate of Mr H has complained The Co-operative Bank plc allowed a third party to be authorised to use their father’s account despite the signature being fraudulent. They also believe gambling transactions on the account went unnoticed by the bank and that t... (3 pages)View decision -
Decision Reference DRN-5102521
11 Nov 2024 Plata Finance Limited Not upheldConsumer CreditDRN-5102521 The complaint Mr H says Plata Finance Limited irresponsibly lent to him. What happened Mr H took out a £10,000 loan over 60 months from Plata on 25 March 2024. The monthly repayments were £232.53 and the total repayable was £13,951.62. Mr H says he took out a loan from Pla... (3 pages)View decision -
Decision Reference DRN-3674357
1 Sep 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3674357 The complaint Mr B complains that Loans 2 Go Limited (LTGL) provided him with loans that were unaffordable. What happened Mr B took out two loans with LTGL on the following basis: Loan number Date Loan amount Term APR Total amount repayable Monthly repayment amount Loan purpose... (8 pages)View decision