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 DRN6447450
6 Sep 2017 Nextcredit Limited UpheldBanking and creditMiss M complains that Nextcredit Limited gave her loans that she couldn’t afford.backgroundMiss M took out two loans with Nextcredit in 2016. Both were for £500. She took the first one in June. It was repayable by three monthly instalments of £197.55 and a final ... (3 pages)View decision -
Decision Reference DRN-5488843
17 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5488843 The complaint Mr C complains HSBC Bank UK Plc (“HSBC”) irresponsibly lent him a credit card. What happened In April 2024, Mr C applied for a credit card with HSBC. The application was approved, and he was given a limit of £1,000. On 1 April 2024 HSBC gave him a £10,000 lo... (2 pages)View decision -
Decision Reference DRN-1615880
27 Feb 2020 FCL Consumer Finance Ltd Not upheldConsumer CreditDRN-1615880ComplaintMrs S says FCL Consumer Finance Ltd (trading as Smart-Pig.com) lent to her irresponsibly.BackgroundI sent Mrs S and Smart-Pig my provisional findings on this complaint on 24 February 2020. I asked both parties to let me know if there was anything else they wanted me to ... (4 pages)View decision -
Decision Reference DRN0657510
12 Jun 2019 Casheuronet UK LLC UpheldBanking and creditMr H complains that CashEuroNet UK LLC (trading as QuickQuid) was irresponsible in its lending to him.backgroundBased on the information provided, Mr H took out ten loans with QuickQuid between November 2015 and February 2018. He topped up a number of these loans.LoanD... (4 pages)View decision -
Decision Reference DRN8455447
2 May 2018 WDFC UK Limited Not upheldBanking and creditMrs K complains that WDFC UK Limited (trading as Wonga.com) didn’t do proper checks before approving her loan applications.backgroundMrs K had two instalment loans from Wonga between May 2017 and August 2017 as follows:LoanDateAmountTermInstalmentRepaidStatus111 May 2017£50... (2 pages)View decision -
Decision Reference DRN5782420
15 Mar 2016 The Royal Bank of Scotland Plc Not upheldBanking and creditMr W complains about the customer service he has received from the Royal Bank of Scotland Plc.backgroundMr W says he phoned RBS to check the balance on his account. But he struggled to understand the person he spoke to. So he asked to speak to someone else. When tha... (2 pages)View decision -
Decision Reference DRN3916131
21 Dec 2018 Santander UK Plc Not upheldBanking and creditMiss S has complained that Santander UK Plc hasn’t treated her fairly as she’s said she’s suffering from financial difficulties. She thinks the charges she’s incurred on her current account are unfair and are forcing her into a spiral of debt.backgroundMiss S has ... (2 pages)View decision -
Decision Reference DRN8139739
24 Sep 2018 HSBC Bank plc UpheldBanking and creditMr P complains that HSBC Bank Plc mis-sold him a credit card that was unaffordable for him. He says it’s failed to treat him sympathetically in his financial difficulties.backgroundMr P took out a credit card online with HSBC in September 2016 after providing confirma... (2 pages)View decision -
Decision Reference DRN-2705117
30 Apr 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2705117 The complaint Mr C complains that Lloyds Bank PLC has unfairly recorded a marker at CIFAS, the national fraud database. What happened Mr C had an account with Lloyds. In 2017 it decided to close his account and issued a final response about that dated 12 May 2017. Mr C now comp... (4 pages)View decision -
Decision Reference DRN-3860120
15 Dec 2022 Tesco Personal Finance PLC UpheldConsumer CreditDRN-3860120 The complaint Mr L says Tesco Personal Finance PLC, trading as Tesco Bank, irresponsibly lent to him. What happened Mr L took out two loans from Tesco Bank. They were both for £12,000 over 60 months. The first was taken out on 26 November 2016 for a car. The monthly payment was... (4 pages)View decision
