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-4998923
19 Sep 2024 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4998923 The complaint Mr J has complained that Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) gave him a loan he couldn’t afford to repay. What happened Tesco gave Mr J a 60-month loan of £15,000 on 11 November 2023. Mr J’s monthly repayments are £396.71. The loan had a... (4 pages)View decision -
Decision Reference DRN-5885347
23 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5885347 The complaint Miss S complains that NewDay Ltd, trading as Marbles, lent to her irresponsibly. What happened Miss S held a credit card with NewDay; I’ve set out the lending history below: Date Event Limit (£) 1 August 2021 Account opened £25012 August 2022 Credit Limit Inc... (4 pages)View decision -
Decision Reference DRN-5485558
26 Sep 2025 Amplifi Capital (U.K.) Limited Not upheldConsumer CreditDRN-5485558 The complaint Mr J complains that Amplifi Capital (U.K.) Limited trading as Reevo Money (“Reevo”) lent to him without doing proper affordability checks. If it had it would have seen he already had loans and credit cards meaning he could not afford the Reevo loan. What happen... (4 pages)View decision -
Decision Reference DRN-3246719
27 May 2022 Loans 2 Go Limited Not upheldConsumer CreditDRN-3246719 The complaint Mr J has complained that Loans 2 Go Limited acted irresponsibly when it provided him with a loan in January 2021. Background Mr J took out a loan for £780 over 18 months in January 2021 with Loans 2 Go. He was charged interest at a rate of 1,059% APR which meant t... (3 pages)View decision -
Decision Reference DRN-3921748
24 Jan 2023 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-3921748 The complaint Mr G complains that Tesco Personal Finance PLC irresponsibly gave him a loan that he couldn’t afford. For simplicity, I will refer to the business throughout as ‘Tesco’. What happened In May 2017, Mr G applied for a loan with Tesco. He was given a loan of £24,999 ... (4 pages)View decision -
Decision Reference DRN-3224315
21 Dec 2021 Bamboo Limited UpheldConsumer CreditDRN-3224315 The complaint Mr S complains Bamboo Limited didn’t complete reasonable and proportionate checks when approving him for a guarantor loan. What happened Mr S was approved for a guarantor loan with Bamboo in November 2015. Mr S complained to Bamboo in January 2020 and it didn’t u... (4 pages)View decision -
Decision Reference DRN-5300194
26 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5300194 The complaint Mr H complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr H applied for a credit card with Vanquis in April 2012. In his application, Mr H said he was employed... (4 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