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-5429858
28 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5429858 The complaint Mr H complains that Vanquis Bank Limited (“Vanquis”) didn’t act responsibly when providing him with a credit card. Mr H is represented by a professional third party, but for ease of reference I’ll refer to Mr H throughout. What happened Mr H applied for a cre... (3 pages)View decision -
Decision Reference DRN-4691418
17 Jun 2024 Lendable Ltd Not upheldConsumer CreditDRN-4691418 The complaint Mr S complains that Lendable Ltd (LL) lent to him irresponsibly. What happened Mr S had two loans from LL; and the first one was repaid by consolidating it with the second loan: Loan/Date Amount Terms Repaid February 2021 £3,145 36 months/ £132 per month March 202... (3 pages)View decision -
Decision Reference DRN-3765618
20 Oct 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3765618 The complaint Mr B complains that Nationwide Building Society (‘Nationwide’) irresponsibly gave him credit that he couldn’t afford. What happened In June 2016 Mr B took out a loan for £13,428.23, a term of 60 months and a monthly premium of £275.86. Mr B also took out a credit ... (3 pages)View decision -
Decision Reference DRN-3800965
2 Dec 2022 Inclusive Finance Limited Not upheldConsumer CreditDRN-3800965 The complaint Miss M complains that Inclusive Finance Limited trading as Creditspring lent to her irresponsibly. What happened Miss M had been provided with a loan by CreditSpring in November 2019. The loan was repaid early, and Miss M doesn’t have a complaint about that. Credi... (3 pages)View decision -
Decision Reference DRN-5297514
30 Jan 2025 National Westminster Bank Plc UpheldConsumer CreditDRN-5297514 The complaint Mr M has complained that NatWest acted irresponsibly when it provided him with a loan for £7,500 in December 2022. Background Mr M applied for a loan, and two credit cards, with NatWest in December 2022. All three forms of credit were approved. Mr M has since ... (3 pages)View decision -
Decision Reference DRN-2301430
23 Nov 2020 Greenlight Credit Ltd UpheldConsumer CreditDRN-2301430 The complaint Miss K complains that Greenlight Credit Ltd (trading as Varooma) lent to her in an irresponsible manner. What happened I issued a provisional decision relating to this complaint in August 2020. In that decision I explained why I thought most of Miss K's compl... (3 pages)View decision -
Decision Reference DRN9220687
11 Mar 2018 Gain Credit LLC UpheldBanking and creditMr S complains that Gain Credit LLC (trading as Lending Stream) gave him loans that he couldn’t afford to repay. He asks that it refunds interest and charges and removes information about the loans from his credit file.background Mr S took out nine loans between August... (3 pages)View decision -
Decision Reference DRN-4459241
23 Nov 2023 Lloyds Bank PLC Not upheldConsumer CreditDRN-4459241 The complaint Mr A complains that Lloyds Bank PLC (‘Lloyds’) irresponsibly gave a loan that he couldn’t afford. What happened On 13 November 2017, Mr A asked for and was given a loan for £5,000 which had a term of four years. In 2022, Mr A complained to Lloyds to say that the l... (3 pages)View decision -
Decision Reference DRN-5488859
16 Sep 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5488859 The complaint Mr C complains HSBC UK Bank Plc (“HSBC”) irresponsibly lent to him. What happened On 11 April 2024 Mr C applied for a second loan with HSBC. The first was applied for earlier in the month and approved for £10,000. This loan was also approved for £10,000 to run... (3 pages)View decision -
Decision Reference DRN4566236
15 Jun 2017 Nationwide Building Society Not upheldBanking and creditMr B complains that Nationwide Building Society approved a loan to him irresponsibly and didn’t complete appropriate checks. Ms C complains on behalf of Mr B.backgroundIn September 2016 Mr B took out a personal loan with Nationwide. Ms C, concerned about Mr B’s healt... (3 pages)View decision
