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 4717 results
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Decision Reference DRN-3013615
6 Dec 2021 PDL Finance Limited UpheldConsumer CreditDRN-3013615 The complaint Ms W complains that PDL Finance Limited, trading as Mr Lender, lent to her irresponsibly. What happened Using information from Mr Lender, here is a brief table of the approved loans. Loan Date Taken Date Repaid Instalments Amount Highest Repayment 1 02/06/2018 14/... (6 pages)View decision -
Decision Reference DRN-5553646
12 May 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5553646 The complaint Mr G complains that Tesco Personal Finance Limited trading as Tesco Bank 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 ou... (3 pages)View decision -
Decision Reference DRN9371443
10 Apr 2017 Spreadex Limited Not upheldInvestment and pensionsMr B complained because Spreadex Limited allowed him to open an account even though he’d previously asked it to ban him from re-opening an account.backgroundMr B asked Spreadex to close his account and to “ban [him] from reopening”. Spreadex confirmed to Mr B that t... (2 pages)View decision -
Decision Reference DRN0258419
10 Jul 2019 Ferratum UK Ltd. Not upheldBanking and creditMr H complains that Ferratum UK Ltd was irresponsible to lend him money,backgroundMr H took out one instalment loan with Ferratum in January 2018 He was due to repay £500 by three monthly instalments, the highest of which was £254.Mr H says that he had a gambling addiction and when Ferratu... (2 pages)View decision -
Decision Reference DRN2670078
12 Jun 2020 Vanquis Bank Limited UpheldBanking and creditMr C complains about Vanquis Bank Limited (“Vanquis”) for increasing his credit limit on his credit card, despite being aware of his increased debt and greater spending on gambling. He wants Vanquis to refund interest and charges applied to the increased balance and to remove late payment ... (2 pages)View decision -
Decision Reference DRN-5283115
21 Feb 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5283115 The complaint Mr N says Starling Bank Limited (“Starling”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr N has disp... (2 pages)View decision -
Decision Reference DRN-4381774
5 Oct 2023 Valour Finance Limited UpheldConsumer CreditDRN-4381774 The complaint Mrs B complains that Valour Finance Limited trading as Savvy.co.uk (“Valour”) gave her loans without carrying out the correct affordability checks. Mrs B says had it carried out better checks, Valour would’ve seen multiple late payments and evidence that she was c... (8 pages)View decision -
Decision Reference DRN1818428
5 Feb 2016 Lloyds Bank PLC Not upheldBanking and creditThis complaint is about a current account and personal loan held with Lloyds Bank PLC. Mr and Mrs P say Lloyds provided the loan to Mr P irresponsibly, because it searched Mrs P’s credit file (rather than his) and failed to check he could afford it. They say the ... (2 pages)View decision -
Decision Reference DRN-4274267
1 Aug 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-4274267 The complaint Mr J complains that Nationwide Building Society irresponsibly provided him with a credit card, and increased the limit, which he couldn’t afford the payments on. What happened Nationwide provided Mr J with a credit card on 17 September 2014. He was given an initia... (5 pages)View decision -
Decision Reference DRN-4123659
12 May 2023 Evergreen Finance London Limited Not upheldConsumer CreditDRN-4123659 The complaint Mr T complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (MoneyBoat) provided him with loans without carrying out the proper checks. Had it done so, MoneyBoat would’ve realised these loans weren’t affordable for him. What happened Mr T was a... (5 pages)View decision
