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-5434514
3 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5434514 The complaint Mr B complains Nationwide Building Society provided him with an unaffordable overdraft facility, and shouldn’t have continued to provide it on the same terms. Mr B’s complaint has been referred to us by a professional representative, but for ease I’ll refer to... (5 pages)View decision -
Decision Reference DRN8537443
17 Dec 2018 Loans 2 Go Limited UpheldBanking and creditMiss Y complains that Loans 2 Go Limited provided her with a fixed sum loan that was unaffordable. She says Loans 2 Go should have realised the loan was unaffordable based on the information she provided.backgroundMiss Y took out a £1,000 loan in July 2013 which ... (2 pages)View decision -
Decision Reference DRN-4971450
2 Sep 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4971450 The complaint Mr H complains that Zopa Bank Limited was irresponsible in its lending to him. What happened Mr H was provided with a £15,000 loan by Zopa in March 2023. He was then provided with a credit card with a large limit in July 2023. He said that his credit file would... (3 pages)View decision -
Decision Reference DRN4240469
10 Nov 2017 Provident Personal Credit Limited Not upheldBanking and creditMr D complains that Provident Personal Credit Limited (trading as Satsuma Loans) did not carry out sufficient checks before lending to him. backgroundMr D took out three loans with Satsuma between February 2015 and July 2017. He says that proper checks were not carried ... (3 pages)View decision -
Decision Reference DRN-3347726
15 Mar 2022 Lloyds Bank PLC Not upheldConsumer CreditDRN-3347726 The complaint Mr H complains that Lloyds Bank plc acted irresponsibly when it provided him with a loan and then increased the loan amount a few months later. What happened Mr H says Lloyds offered him a loan in September 2018. The loan amount was £7,000. He says at that time he... (5 pages)View decision -
Decision Reference DRN9520951
12 Jul 2016 Capital One (Europe) plc Not upheldBanking and creditMr M complains about the way Capital One (Europe) plc dealt with payments from his account he said he did not make and that it has charged interest on his borrowing.backgroundMr M says that he did not make five payments (totalling £1,800) to an online gambling websit... (2 pages)View decision -
Decision Reference DRN2707521
7 Jan 2019 Vanquis Bank Limited Not upheldBanking and creditMr S complains that Vanquis Bank Limited was irresponsible when it opened a credit card account for him and then increased the credit limit.backgroundMr S opened a credit card account with Vanquis in March 2011. It then increased the limit even though he says he’d... (2 pages)View decision -
Decision Reference DRN9588077
22 May 2018 Uncle Buck Finance LLP UpheldBanking and creditMr G complains that the loans he had from Uncle Buck Finance LLP were unaffordable and trapped him in a debt spiral.backgroundMr G had ten loans from Uncle Buck between March 2015 and November 2016 as follows:Loan Date TermAmount Due Payment Status 102 Mar 201526d£2502... (3 pages)View decision -
Decision Reference DRN-5978682
2 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5978682 The complaint Mr D complaint is about an overdraft given to him by National Westminster Bank Public Limited Company (NatWest). What happened The facts of this case are familiar to both sides, so I don’t intend to repeat everything in detail here. Instead, I’ll provide a sum... (4 pages)View decision -
Decision Reference DRN-3704982
29 Sep 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3704982 The complaint Ms G complains that AvantCredit of UK LLC lent to her when she could not afford it. What happened Ms G’s application to AvantCredit did state that she needed the £6,000 loan in 2016 for debt consolidation. Recently AvantCredit has made submissions on that and I wi... (5 pages)View decision