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 DRN4676717
26 Jan 2017 Instant Cash Loans Limited UpheldBanking and creditMiss L complains that Instant Cash Loans Limited (trading as Payday Express) gave her loans she couldn’t afford to repay. She asks that it refunds interest and charges, plus 8% interest, and removes the loans from her credit file.backgroundMiss L took out seven loans b... (3 pages)View decision -
Decision Reference DRN-3427621
16 May 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3427621 The complaint Mr P complains that Lloyds Bank PLC irresponsibly increased his overdraft facility to unaffordable levels. What happened Mr P says Lloyds increased his overdraft facility to over £2,000 in a short time period. He says he had complex mental health issues which resu... (2 pages)View decision -
Decision Reference DRN5219678
7 Nov 2017 Capital One (Europe) plc Not upheldBanking and creditMr N complains that Capital One (Europe) plc acted irresponsibly in increasing the credit limit on his account.backgroundMr N held a credit card account with Capital One. He says that Capital One acted irresponsibly when it increased the credit limit on the card in 201... (2 pages)View decision -
Decision Reference DRN6214056
28 Mar 2017 HSBC Bank plc Not upheldBanking and creditMr S complains that HSBC Bank Plc was irresponsible in lending him money.backgroundIn the autumn of 2016 Mr S increased his overdraft limit using the bank’s online facility. The bank declined a further request and he applied for a loan of some £7,500, a small part of... (2 pages)View decision -
Decision Reference DRN-4879431
30 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4879431 The complaint Mrs R complains that Santander UK Plc hasn’t refunded him after she reported falling victim to a scam. What happened Mrs R was introduced to a form of investment with a company I’ll refer to as B. She was referred to them by a broker presenting investment oppor... (4 pages)View decision -
Decision Reference DRN-4800266
30 Sep 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4800266 The complaint Miss M complains that Santander UK Plc (“Santander”) failed to refund transactions she didn’t recognise. What happened Miss M noticed her card had been used by her (at the time) partner to make a number of transactions to a betting company I’ll refer to as P. M... (4 pages)View decision -
Decision Reference DRN6669284
2 Oct 2019 Global Kapital Group Ltd UpheldBanking and creditMr E complains that Global Kapital Group Ltd (trading as myKredit) lent to him in an irresponsible manner.backgroundMr E was given seven loans by myKredit between May 2017 and June 2018. Most of the loans were scheduled to be repaid in two or three monthly instalments. Mr E appears to have... (4 pages)View decision -
Decision Reference DRN-5625993
23 Sep 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5625993 The complaint Mrs H complains Evergreen Finance London Limited trading as MoneyBoat.co.uk (“Evergreen”) didn’t complete proper checks before lending to her. What happened Between July 2023 and April 2024, Mrs H applied for four loans with Evergreen: • The first was in July... (4 pages)View decision -
Decision Reference DRN-4750326
10 May 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4750326 The complaint Mr E complains that Zopa Bank Limited (“Zopa”) irresponsibly granted him a credit card that he couldn’t afford to repay. What happened Mr E entered into an agreement with Zopa to have access to credit with a credit card account. The account was opened in March 202... (3 pages)View decision -
Decision Reference DRN-2853427
8 Jun 2021 PDL Finance Limited Not upheldConsumer CreditDRN-2853427 The complaint Mr L complains that PDL Finance Limited, trading as Mr Lender, lent to him irresponsibly. What happened Using information provided by PDL and Mr L, here is a brief table showing the approved loans. It has been amended since my last provisional decision dated 7 May... (6 pages)View decision