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 5478 results
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Decision Reference DRN-4127073
12 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4127073 The complaint Mr C complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit on several occasions. What happened The background to this complaint and my initial conclusions were set out in my p... (4 pages)View decision -
Decision Reference DRN-1720145
3 Jun 2020 Santander UK Plc Not upheldBanking and PaymentsDRN-1720145 The complaintMiss R complains that Santander UK Plc won't refund a series of card payments made from her account to an online gambling firm. She says she neither made nor authorised those payments. What happenedOver the course of around 15 hours in January 2020 fifteen car... (2 pages)View decision -
Decision Reference DRN-5628106
13 Aug 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5628106 The complaint Mr A complains that Fairscore Ltd trading as Updraft, lent to him irresponsibly when they provided him with a personal loan. What happened In March 2024,Mr A was provided with a loan by Updraft. The loan was for £10,000 and was repayable over 60 months. In ear... (4 pages)View decision -
Decision Reference DRN3766550
24 May 2018 Total Home Loans Direct Limited UpheldBanking and creditMr B complains that Total Home Loans Direct Limited, trading as THL Direct, gave him loans he couldn’t afford to repay.backgroundMr B took out the following instalment loans with THL Direct:date£ amount borrowed110 March 2016200210 May 2016350328 June 2016400427 September... (4 pages)View decision -
Decision Reference DRN-6025908
17 Dec 2025 Lendable Ltd UpheldConsumer CreditDRN-6025908 The complaint Miss S says Lendable Ltd irresponsibly lent to her. What happened Miss S took out a £4,000 loan over 36 months from Lendable on 12 August 2025. The monthly repayments were £191. Miss S says Lendable should never have lent to her. It could have seen she was gamb... (4 pages)View decision -
Decision Reference DRN-5340933
22 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5340933 The complaint Mr L complains that Vanquis Bank Limited irresponsibly lent to him. Mr L is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr L himself. What happen... (4 pages)View decision -
Decision Reference DRN-2763092
22 Jun 2021 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-2763092 The complaint Mr R has complained that Shop Direct Finance Company Limited trading as Very was irresponsible when it increased the credit limit on his catalogue shopping account. What happened Very opened an account for Mr R in September 2014 with a credit limit of £600. This t... (4 pages)View decision -
Decision Reference DRN-3201648
11 Feb 2022 Oakbrook Finance Limited Not upheldConsumer CreditDRN-3201648 The complaint Mr M complains that Oakbrook Finance Limited (trading as Likely Loans) acted irresponsibly by granting him a loan that was unaffordable. What happened In February 2019, Mr M took out a loan for £2,000 with Likely Loans. The loan was to be repaid over 36 months wit... (3 pages)View decision -
Decision Reference DRN-2456040
18 Jan 2021 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-2456040 The complaint Mr K complains that The Co-operative Bank Plc has unfairly registered a marker at CIFAS the national fraud database. What happened Mr K contacted The Co-op in December 2018 to say that he didn’t recognise three payments made using his debit card in October 2018. T... (3 pages)View decision -
Decision Reference DRN-4237622
3 Aug 2023 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4237622 The complaint Miss B has complained that The Royal Bank of Scotland Plc (“RBS”) acted irresponsibly by providing her with a £250 overdraft. What happened Miss B successfully applied online for an overdraft with a limit of £250 in November 2017. All overdraft applications after... (3 pages)View decision