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-3826683
25 Nov 2022 Fluro Platform Limited Not upheldConsumer CreditDRN-3826683 The complaint Mr N complains that Fluro Platform Limited, trading as Lending Works (“Lending Works”) shouldn’t have lent to him because it ought reasonably to have realised that he would struggle to make his repayments. What happened Lending Works approved a loan of £1,000 for ... (2 pages)View decision -
Decision Reference DRN-5458777
14 May 2025 Sainsbury's Bank Plc UpheldConsumer CreditDRN-5458777 The complaint Mr N has complained that Sainsbury’s Bank Plc acted irresponsibly when it provided him with two separate personal loans in 2022. Background Mr N has explained that he has a compulsive gambling problem. He says that the loans taken out with Sainsbury’s were used... (3 pages)View decision -
Decision Reference DRN-3290566
19 Apr 2022 Evergreen Finance London Limited Not upheldConsumer CreditDRN-3290566 The complaint Mr G complains that the loans he had from Evergreen Finance London Limited (trading as Moneyboat) were unaffordable to him. What happened Mr G had four loans from Moneyboat between September 2020 and October 2021 as follows: Loan Date Amount Term Monthly Repayment... (5 pages)View decision -
Decision Reference DRN-5649544
13 Oct 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5649544 The complaint Mr M says Oakbrook Finance Limited, trading as Finio Loans, irresponsibly lent to him. What happened Mr M took out a loan from Finio Loans on 6 December 2024. It was for £2,500 over 24 months. The monthly repayments were £164.79 and the total repayable was £3,9... (3 pages)View decision -
Decision Reference DRN-4201805
14 Aug 2023 HSBC UK Bank Plc UpheldConsumer CreditDRN-4201805 The complaint Mr R complains HSBC UK Bank Plc lent to him irresponsibly when they approved two loans. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving the reasons ... (2 pages)View decision -
Decision Reference DRN-3268279
23 Feb 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3268279 The complaint Mr N has complained that Bank of Scotland plc trading as Halifax (“Halifax”) acted irresponsibly by increasing his overdraft limit without conducting a proper affordability assessment. What happened Mr N has complained about unaffordable lending relating to overdr... (3 pages)View decision -
Decision Reference DRN6330674
28 Jan 2020 PayPal Europe Sarl & Cie, SCA UpheldBanking and creditMr R has complained PayPal Europe Sarl & Cie, SCA won’t refund him for gambling transactions which he didn’t make.backgroundIn June 2018 Mr R (under his previous name of Mr T) brought a complaint to the ombudsman service. He’d complained to PayPal about sets of gambling transactions. H... (2 pages)View decision -
Decision Reference DRN-5488853
16 Sep 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5488853 The complaint Mr C complains HSBC UK Bank Plc (“HSBC”) irresponsibly lent to him. What happened In April 2024 Mr C applied for a loan with HSBC. The loan was accepted, and he was provided with £10,000 to be repaid over three years with a monthly repayment of £337.41. Mr C ... (2 pages)View decision -
Decision Reference DRN4998577
20 Nov 2017 Everyday Lending Limited Not upheldBanking and creditMr G complains that Everyday Lending Limited provided him with a loan that was unaffordable.backgroundMr G took out a £4,500 loan with Everyday Lending in May 2016. The loan had a 36 month term with repayments of £327.45 a month.Mr G says that at the time of the loan ... (2 pages)View decision -
Decision Reference DRN-5433018
27 Mar 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5433018 The complaint Mr M complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a pr... (4 pages)View decision
