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-5831943
7 Jan 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5831943 Complaint Mr Y has complained about a loan Oakbrook Finance Limited (trading as “Likely Loans”) provided to him. He says he shouldn’t have been lent to as the loan was unaffordable and the reasons for this would have been clear had bank statements been requested from him. ... (3 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 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-5538840
1 Jul 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5538840 Complaint Mr R complains that Stellantis Financial Services UK Limited (then trading as “PSA Finance” UK) unfairly entered into a conditional sale agreement with him. The finance was provided under PSA Finance’s Autobank trading name and so for the sake of consistency, I’ve ... (3 pages)View decision -
Decision Reference DRN3916131
21 Dec 2018 Santander UK Plc Not upheldBanking and creditMiss S has complained that Santander UK Plc hasn’t treated her fairly as she’s said she’s suffering from financial difficulties. She thinks the charges she’s incurred on her current account are unfair and are forcing her into a spiral of debt.backgroundMiss S has ... (2 pages)View decision -
Decision Reference DRN8139739
24 Sep 2018 HSBC Bank plc UpheldBanking and creditMr P complains that HSBC Bank Plc mis-sold him a credit card that was unaffordable for him. He says it’s failed to treat him sympathetically in his financial difficulties.backgroundMr P took out a credit card online with HSBC in September 2016 after providing confirma... (2 pages)View decision -
Decision Reference DRN-6100239
23 Jan 2026 Inclusive Finance Limited UpheldConsumer CreditDRN-6100239 The complaint Mr W complains that Inclusive Finance Limited trading as Creditspring (Creditspring) acted irresponsibly when they agreed to lend to him. What happened In March 2021 Mr W entered into a Fixed Sum loan agreement with Creditspring for £500. He agreed to pay a fee... (4 pages)View decision -
Decision Reference DRN6765160
28 Jun 2013 Bank of Scotland Plc Not upheldBanking and creditMr L complains that Bank of Scotland plc (trading as Halifax) unfairly applied charges and fees to his account. Mr L is assisted in this complaint by his brother, Mr K.background Mr K says that Halifax applied an excessive and unfair amount of fees and charges to Mr L’s account. He s... (2 pages)View decision -
Decision Reference DRN-2853058
3 Jun 2021 Capital One (Europe) plc UpheldBanking and PaymentsDRN-2853058 The complaint Mr D is complaining about how Capital One (Europe) plc treated him in respect of his credit card when he was in financial difficulty. What happened Mr D had a credit card with Capital One. He says that in October 2017 he spoke with Capital One and told them he was... (3 pages)View decision -
Decision Reference DRN-3664789
24 Aug 2022 Lendable Ltd UpheldConsumer CreditDRN-3664789 The complaint Miss V complains that Lendable Ltd irresponsibly lent her money on a high cost loan that she couldn’t afford to repay. What happened Lendable provided Miss V with a loan on 2 March 2019 for £10,000, repayable over 60 months at the monthly rate of around £315. She ... (4 pages)View decision