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-2909614
25 Oct 2021 TSB Bank plc Not upheldBanking and PaymentsDRN-2909614 The complaint Mr L complains that TSB Bank plc reviewed his bank account and won’t release money held in the account to him. And then closed his account. What happened Mr L had an account with TSB. In December 2019, three payments totalling £8,500 were paid into the account. TS... (3 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 DRN-3447073
4 May 2022 Lendable Ltd UpheldConsumer CreditDRN-3447073 The complaint Mr M says Lendable Ltd lent to him irresponsibly. What happened Mr M took out a 60-month instalment loan for £3,000 from Lendable on 7 August 2018. The monthly repayment was £103.09 and the total repayable was £6,193.08. Mr M says the loan was not affordable – he ... (3 pages)View decision -
Decision Reference DRN-5067988
31 Oct 2024 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5067988 Complaint Mr H complains that Specialist Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said he shouldn’t have been lent to given his previous credit history. Background In July 2023, SMF provided Mr H with finance for a used c... (3 pages)View decision -
Decision Reference DRN-4795273
15 May 2024 Vanquis Bank Limited UpheldConsumer CreditDRN-4795273 The complaint Mr R says Vanquis Bank Limited lent to him irresponsibly. What happened This complaint relates to a loan Vanquis agreed for Mr R. But in order to explain my decision, I also need to refer to his credit card account with Vanquis which has been the subject of a simi... (3 pages)View decision -
Decision Reference DRN0164186
5 Sep 2016 Casheuronet UK LLC UpheldBanking and creditMr S complains that Casheuronet UK LLC (trading as Quick Quid) gave him unaffordable payday loans. He wants a refund of the interest he paid and for the loans to be removed from his credit file. backgroundMr S had ten payday loans and a Flex Credit loan from Quick Q... (2 pages)View decision -
Decision Reference DRN-2414203
8 Dec 2020 Oakbrook Finance Limited UpheldConsumer CreditDRN-2414203 The complaint Mr M complains that Oakbrook Finance Limited (trading as Likely Loans) was irresponsible to lend to him. What happened Mr M took out his first loan with Likely Loans on 3 June 2018. He initially borrowed £1,200 and was due to repay £139.16 per month for 12 months.... (3 pages)View decision -
Decision Reference DRN-5510646
12 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5510646 The complaint Ms H complains Bank of Scotland plc trading as Halifax won’t refund transactions made from her credit card account which she says she didn’t make or authorise. Ms H is represented in this complaint, as it’s her complaint, I’ve referred mostly to her. What hap... (3 pages)View decision -
Decision Reference DRN-3123292
17 Jan 2022 TFS Loans Limited UpheldConsumer CreditDRN-3123292 The complaint Mr H complains about a guarantor loan provided to him by TFS Loans Limited, (“TFS”), which he says was unaffordable. What happened TFS provided Mr H with a loan of £12,000 on 2 December 2016. The loan was secured by a guarantor who would be responsible for repayin... (6 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