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-3755089
20 Oct 2022 Everyday Lending Limited Not upheldConsumer CreditDRN-3755089 The complaint Via a professional representative, Mr and Mrs C complain that Everyday Lending Limited, trading as Everyday Loans, lent to them irresponsibly and without carrying out proper affordability checks. They would like all the fees and charges associated with the loan re... (3 pages)View decision -
Decision Reference DRN0953451
26 Oct 2017 V7 Limited UpheldBanking and creditMr S complains V7 Limited (trading as vivus.co.uk) (“Vivus”) lent to him irresponsibly.backgroundMr S took out seven loans with Vivus during 2016. I’ve summarised these loans below:Loan # Date Date repaidAdvance InterestHighest Payment1 09/03/201601/04/2016£225 £20£2452 06/04/2... (4 pages)View decision -
Decision Reference DRN-1522587
8 Apr 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1522587The complaintMr C complains HSBC UK Bank plc didn’t give him an overdraft despite promising to do so and then closed his account unfairly. He also complains about HSBC’s customer service. What happenedIn April 2019 Mr C applied to HSBC for a current account as another business w... (2 pages)View decision -
Decision Reference DRN-3248052
2 Feb 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3248052 The complaint and background Mr D has complained about Santander UK Plc’s decision to agree to increase his overdraft several times between May and July 2017, during a period when he was struggling with a gambling problem. He says Santander should have realised that he was in s... (2 pages)View decision -
Decision Reference DRN-4742032
30 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4742032 The complaint Mr P complains that Monzo Bank Ltd irresponsibly gave him an overdraft he couldn’t afford to repay. What happened Mr P held a current account with Monzo and in February 2022 he applied to have an overdraft facility on the account. Monzo approved an overdraft of £1... (4 pages)View decision -
Decision Reference DRN-4805244
23 May 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4805244 The complaint Mr A complains that Vanquis Bank Limited was irresponsible in its lending to him. Mr A is represented by a third party but for ease of reference I have referred to Mr A throughout this decision. What happened Mr A was provided with a credit card with a credit limi... (4 pages)View decision -
Decision Reference DRN-3386904
25 Apr 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3386904 The complaint Mr W complains that Everyday Lending Limited lent to him irresponsibly. What happened Mr W took one loan with Everyday Lending. It was approved for him on 22 May 2019 for £3,100 repayable over 36 months at £247.09 each month. The total charge for credit was £5,795... (4 pages)View decision -
Decision Reference DRN-3732915
17 Oct 2022 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-3732915 The complaint Mr F complains that Sainsbury's Bank Plc irresponsibly gave him a loan that he couldn’t afford. For simplicity, I will refer to the business throughout as ‘Sainsbury’s’. What happened In November 2020, Mr F applied for a loan with Sainsbury’s. He was given a ... (4 pages)View decision -
Decision Reference DRN-4677141
18 Mar 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4677141 Complaint Mr S complains that Clydesdale Financial Services Limited (trading as Barclays Partner Finance (“Barclays PF”)) unfairly entered into a conditional sale agreement with him. He’s said that he entered into this agreement at the time that he was suffering from a gambling... (4 pages)View decision -
Decision Reference DRN-5705055
14 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5705055 The complaint Mr M complains about the actions of Barclays Bank UK Plc in relation to payments from his account that he says he didn’t make or otherwise authorise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a... (4 pages)View decision
