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 4808 results
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Decision Reference DRN-5578415
22 May 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5578415 The complaint Mr H complains that Admiral Financial Services Limited trading as Admiral Money was irresponsible in its lending to him. Mr H has a representative on this case but for ease of reference I have referred to Mr H throughout this decision. What happened Mr H applie... (4 pages)View decision -
Decision Reference DRN-4210156
28 Jun 2023 Tandem Home Loans Ltd Not upheldMortgagesDRN-4210156 The complaint Mr and Mrs W’s complaint relates to a secured loan they have with Tandem Home Loans trading as 1 st Stop Secured Loans. They believe the loan was not affordable and that Tandem should have carried out further checks before agreeing to the application. They have co... (3 pages)View decision -
Decision Reference DRN-3963180
17 Feb 2023 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3963180 The complaint Mr R1, represented by Mr R2, says Tesco Personal Finance PLC, trading as Tesco Bank, irresponsibly lent to him. For ease of reading, I will refer to all points made by Mr R2 as being from Mr R1 and I will refer to Mr R1 as Mr R throughout this decision. What happe... (3 pages)View decision -
Decision Reference DRN-2339869
8 Dec 2020 Avantcredit Of Uk, Llc Not upheldConsumer CreditDRN-2339869 The complaint Mr D believes AvantCredit of UK, LLC trading as Avantcredit, acted irresponsibly by agreeing two loans he’d applied for. What happened In September 2015 Mr D took out a £1,000 loan with Avantcredit, to be repaid over 12 months with repayments of £98.48 a month. Th... (3 pages)View decision -
Decision Reference DRN-4158608
1 Aug 2023 Nationwide Building Society UpheldConsumer CreditDRN-4158608 The complaint Mr P complains that Nationwide Building Society lent to him irresponsibly. What happened Mr P took out three loans. The first was in August 2020 for £5,000, the second in September 2020 for £1,000 and the final loan was for £11,087 in March 2021. Mr P says he cou... (3 pages)View decision -
Decision Reference DRN8867829
16 Jul 2014 Bank of Ireland (UK) Plc UpheldBanking and creditMr R complains that Bank of Ireland (UK) Plc has held him liable for a number of credit card transactions that he said he did not make or authorise.backgroundIn October 2013 Mr R complained to Bank of Ireland about a number of credit card transactions made in December 2011 and January 20... (3 pages)View decision -
Decision Reference DRN-2918032
19 Aug 2021 Advanced Payment Solutions Limited Not upheldBanking and PaymentsDRN-2918032 The complaint Mr R complains as a director of C (a limited company) that Advanced Payment Solutions Limited trading as Cashplus (“Cashplus”) has held him liable for transactions he’s said were carried out fraudulently. What happened Three transactions equalling around £4,000 le... (3 pages)View decision -
Decision Reference DRN-4071732
26 Jul 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4071732 The complaint Miss R complains that Clydesdale Bank Plc (“Clydesdale”), trading as Virgin Money, irresponsibly granted her a credit card she couldn’t afford to repay. What happened Miss R entered into an agreement with Clydesdale to have access to credit with a credit card acco... (3 pages)View decision -
Decision Reference DRN-4660450
12 Apr 2024 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4660450 The complaint Mr P complains that Tesco Personal Finance PLC trading as Tesco Bank lent to him irresponsibly. What happened In July 2017, Mr P applied for and received a loan of £17,500 from Tesco. The loan was to be repaid in 84 monthly repayments of £262.71. Mr P says that at... (3 pages)View decision -
Decision Reference DRN-4153587
25 May 2023 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4153587 The complaint Miss T complains that Capital One (Europe) plc lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. ... (3 pages)View decision
