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 DRN7112842
10 Apr 2017 National Westminster Bank Plc Not upheldBanking and creditMr I complains that National Westminster Bank Plc (NatWest) irresponsibly lent money to him in October 2015.background Mr I took out a NatWest loan online for £1500 on 15 October 2015. He then took out a further loan for £1000 on 19 October 2015. He says at the time... (2 pages)View decision -
Decision Reference DRN-5696912
1 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5696912 The complaint Mr N complains that Vanquis Bank Limited irresponsibly lent to him. Mr N is represented by a claims management company 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 N himself. W... (5 pages)View decision -
Decision Reference DRN6785388
13 Feb 2017 Wage Day Advance Limited UpheldBanking and creditMs L complains that Wage Day Advance Limited “Wage Day” lent her money she couldn’t afford to repay. backgroundWage Day provided Ms L with eleven loans between September 2012 and March 2016:(1)£100 – 27.09.12 (7) £100 – 08.07.15 (2) £100 – 24.01.14 (8) £250 – 01.09.1... (3 pages)View decision -
Decision Reference DRN5186681
18 Sep 2018 Active Securities Limited UpheldBanking and creditMr W complains that Active Securities Limited trading as 247 Moneybox gave him loans that he couldn’t afford to repay.background247 Moneybox gave Mr W 15 loans between April 2015 and April 2017. A summary of Mr W’s borrowing from 247 Moneybox is set out below. Loan ... (4 pages)View decision -
Decision Reference DRN-4042311
3 Jul 2023 Commsave Credit Union Limited Not upheldConsumer CreditDRN-4042311 The complaint Miss F has complained to us about the irresponsible sale of loans given by Commsave Credit Union Limited (‘Commsave’). What happened Commsave thought the lending decisions were reasonable. Miss F didn’t agree and brought her complaint to this service. One of our i... (2 pages)View decision -
Decision Reference DRN1047212
28 Aug 2019 Elevate Credit International Limited UpheldBanking and creditComplaintMr E complains that Elevate Credit International Limited (trading as Sunny) lent him money that he couldn’t afford to repay.BackgroundMr E took out 17 loans with Sunny between September 2014 and July 2018. Mr E wants Sunny to refund the interest and charges that he paid together w... (4 pages)View decision -
Decision Reference DRN-5488843
17 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5488843 The complaint Mr C complains HSBC Bank UK Plc (“HSBC”) irresponsibly lent him a credit card. What happened In April 2024, Mr C applied for a credit card with HSBC. The application was approved, and he was given a limit of £1,000. On 1 April 2024 HSBC gave him a £10,000 lo... (2 pages)View decision -
Decision Reference DRN6447450
6 Sep 2017 Nextcredit Limited UpheldBanking and creditMiss M complains that Nextcredit Limited gave her loans that she couldn’t afford.backgroundMiss M took out two loans with Nextcredit in 2016. Both were for £500. She took the first one in June. It was repayable by three monthly instalments of £197.55 and a final ... (3 pages)View decision -
Decision Reference DRN-5622318
17 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5622318 The complaint Mr O complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr O applied for an Aqua credit card in February 2018. In his application, Mr O said he was emplo... (3 pages)View decision -
Decision Reference DRN-3091261
6 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3091261 The complaint Mr B complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card and later increased the credit limit twice. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. In ... (3 pages)View decision
