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
-
Decision Reference DRN-4801504
9 Jul 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4801504 The complaint Mr R complains that Startline Motor Finance Limited (“Startline”) lent to him irresponsibly when it gave him a hire purchase (HP) agreement which he says he couldn’t afford. What happened Mr R took out an HP agreement for a vehicle with Startline in July 2018. It ... (3 pages)View decision -
Decision Reference DRN-4912011
22 Jul 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4912011 Complaint Mr H has complained that Zopa Bank Limited (“Zopa”) irresponsibly provided him with a credit card, which it then increased the credit limit on, without checking his circumstances and when he was fighting a gambling addiction. Background In February 2022, Zopa prov... (3 pages)View decision -
Decision Reference DRN-5929166
5 Nov 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5929166 The complaint Miss A complains Vanquis Bank Limited (“Vanquis”) irresponsibly lent to her. What happened In July 2023 Miss A applied for a loan with Vanquis. The application was approved and she was provided a loan for £2,000 to be repaid over 36 months with a monthly repay... (3 pages)View decision -
Decision Reference DRN-4937785
13 Sep 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4937785 The complaint Mr M says Clydesdale Bank Plc, trading as Virgin Money (‘Virgin Money’), irresponsibly granted him a credit card account he couldn’t afford. What happened In January 2020, Mr M applied for and was granted a credit card account with Virgin Money with a credit l... (3 pages)View decision -
Decision Reference DRN-5141555
18 Nov 2024 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5141555 Complaint Mr W complains that CA Auto Finance UK LTD (at the time trading as “Fiat Financial” Services UK Ltd) unfairly entered into a hire-purchase agreement with him. He’s said the agreement was unaffordable and so he shouldn’t have been accepted for it. Background In Jan... (3 pages)View decision -
Decision Reference DRN-4066127
10 May 2023 Bamboo Limited UpheldConsumer CreditDRN-4066127 The complaint Mr M, through a representative, says Bamboo Limited, trading as Bamboo Loans, irresponsibly lent to him. What happened Mr M took out three instalment loans from Bamboo. A summary of his borrowing follows. loan taken out repaid value, £ term monthly repayment, £ to... (4 pages)View decision -
Decision Reference DRN-4369921
27 Sep 2023 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4369921 The complaint Miss B complains that Marks & Spencer Financial Services Plc trading as M&S Bank (‘M&S’) irresponsibly gave her a credit card account she couldn’t afford. What happened In September 2019 Miss B applied for and was granted a credit card account with M&a... (3 pages)View decision -
Decision Reference DRN-3375003
16 Mar 2022 Advantage Finance Ltd Not upheldConsumer CreditDRN-3375003 The complaint Mr B complains that Advantage Finance Ltd (“Advantage”) irresponsibly granted him a loan he couldn’t afford to repay. What happened I issued my provisional decision on this complaint earlier this month. An extract from that provisional decision is set out below. I... (3 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 DRN-2392507
13 Jan 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2392507 The complaint Miss M has complained that Santander UK Plc won’t refund transactions, which she says she didn’t authorise. What happened Miss M opened an account with an online gambling merchant in January 2018. She later registered with GAMSTOP to have herself excluded from gam... (4 pages)View decision