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 DRN-4801504
9 Jul 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4801504 The complaint Mr R complains that Startline Motor Finance Limited (“Startline”) lent to him irresponsibly when it gave him a hire purchase (HP) agreement which he says he couldn’t afford. What happened Mr R took out an HP agreement for a vehicle with Startline in July 2018. It ... (3 pages)View decision -
Decision Reference DRN-4912011
22 Jul 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4912011 Complaint Mr H has complained that Zopa Bank Limited (“Zopa”) irresponsibly provided him with a credit card, which it then increased the credit limit on, without checking his circumstances and when he was fighting a gambling addiction. Background In February 2022, Zopa prov... (3 pages)View decision -
Decision Reference DRN-5141555
18 Nov 2024 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5141555 Complaint Mr W complains that CA Auto Finance UK LTD (at the time trading as “Fiat Financial” Services UK Ltd) unfairly entered into a hire-purchase agreement with him. He’s said the agreement was unaffordable and so he shouldn’t have been accepted for it. Background In Jan... (3 pages)View decision -
Decision Reference DRN-4937785
13 Sep 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4937785 The complaint Mr M says Clydesdale Bank Plc, trading as Virgin Money (‘Virgin Money’), irresponsibly granted him a credit card account he couldn’t afford. What happened In January 2020, Mr M applied for and was granted a credit card account with Virgin Money with a credit l... (3 pages)View decision -
Decision Reference DRN-4369921
27 Sep 2023 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4369921 The complaint Miss B complains that Marks & Spencer Financial Services Plc trading as M&S Bank (‘M&S’) irresponsibly gave her a credit card account she couldn’t afford. What happened In September 2019 Miss B applied for and was granted a credit card account with M&a... (3 pages)View decision -
Decision Reference DRN-5718687
21 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5718687 The complaint Mr M complains that it was irresponsible for Bank of Scotland plc, trading as Halifax, to have opened a credit card account for him and to have increased his credit limit. What happened Mr M applied to Halifax for a credit card account in June 2016. His applica... (3 pages)View decision -
Decision Reference DRN-3375003
16 Mar 2022 Advantage Finance Ltd Not upheldConsumer CreditDRN-3375003 The complaint Mr B complains that Advantage Finance Ltd (“Advantage”) irresponsibly granted him a loan he couldn’t afford to repay. What happened I issued my provisional decision on this complaint earlier this month. An extract from that provisional decision is set out below. I... (3 pages)View decision -
Decision Reference DRN-3372455
6 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3372455 The complaint Mrs S complains that NewDay Ltd irresponsibly allowed her to open two credit card accounts and later increased the credit limit on one of them to unaffordable levels. What happened Mrs S says she was in financial difficulties when she opened the first NewDay credi... (4 pages)View decision -
Decision Reference DRN-2656865
30 Mar 2021 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2656865 The complaint Miss M complains that Vanquis Bank Limited increased her credit card limit when she couldn’t afford the borrowing. What happened Miss M took out the credit card in April 2014, via an on-line application. The account was opened with a £150 credit limit. In October ... (5 pages)View decision -
Decision Reference DRN9951765
21 Jan 2021 Progressive Money Limited UpheldBanking and creditComplaint Mr T complains that he is in financial difficulties but Progressive Money Limited have not given him the help they should. He says Progressive Money Limited charged an excessive amount of interest on his loan and are refusing to remove it. He wants them to remove the interest so ... (6 pages)View decision
