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-2956832
11 Aug 2021 Madison CF UK Limited Not upheldConsumer CreditDRN-2956832 The complaint Mr B says Madison CF UK Limited (trading as 118 118 Money) lent to him irresponsibly. What happened Mr B took out a 24-month loan for £1000 in June 2017. The monthly repayment was £98.71 and the total repayable was £2369.04. Mr B says 118 118 Money took advantage ... (3 pages)View decision -
Decision Reference DRN-5841904
25 Sep 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5841904 The complaint Miss C says Loans 2 Go Limited irresponsibly lent to her. What happened Miss C took out a loan for £400 over 18 months from Loans 2 Go on 19 September 2020. The monthly repayments were £91.42 and the total repayable was £1,645.56. She says Loans 2 Go did not d... (3 pages)View decision -
Decision Reference DRN-5644682
8 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5644682 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved his credit card application. What happened Mr L applied for a Virgin Money credit card in July 2024. In his application, Mr L said he was earning £33,500 a year... (3 pages)View decision -
Decision Reference DRN8816958
15 Jul 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMr S complains that The Royal Bank of Scotland plc has allowed payments to be taken from his account which he did not authorise. He also complains that it did not properly investigate the payments.backgroundMr S disputes making payments of £600 and £900 on a day in... (2 pages)View decision -
Decision Reference DRN-2735324
18 Jun 2021 My Finance Club Limited UpheldConsumer CreditDRN-2735324 The complaint Mr W says My Finance Club Limited lent to him irresponsibly. He says that he took on a large amount of debt and he struggled to keep on top of all of it. He says My Finance Club should have made better checks and found out about this. Mr W says it wouldn’t have le... (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 -
Decision Reference DRN-4075703
3 Aug 2023 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-4075703 The complaint Mr R complains that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) lent to him irresponsibly. What happened In October 2021, Mr R applied to MCB for a loan of £5,000. It was agreed and was to be repaid in 48 monthly instalments of approximate... (3 pages)View decision -
Decision Reference DRN-5412689
4 Jul 2025 Lendable Ltd UpheldConsumer CreditDRN-5412689 The complaint Mr S, through his representative, complains that Lendable Limited lent to him without doing the right affordability checks in view of his gambling addiction. What happened Mr S took three loans – all of which he said were to consolidate his existing debts and ... (5 pages)View decision