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-2877665
17 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2877665 The complaint Mr F says that NewDay Ltd (“NewDay”) should not have increased the credit limit on his credit card on a number of occasions and that this was irresponsible lending and has caused him financial difficulties. He would like a refund for all interest and charges, his ... (6 pages)View decision -
Decision Reference DRN-5905378
7 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5905378 The complaint Mr A is unhappy that a transaction was debited twice from his account with Lloyds Bank PLC. What happened Mr A placed a £40 bet in a shop with a company I’ll refer to as L. He paid for this using his Lloyds contactless debit card. He says that after he left the... (2 pages)View decision -
Decision Reference DRN1279648
22 Feb 2019 PDL Finance Limited Not upheldBanking and creditMr P complains that PDL Finance Limited (trading as Mr Lender) gave him loans that he couldn’t afford to repay. He asks that it refunds interest and charges and removes information about the loans from his credit file.backgroundMr P took out two instalment loans with Mr ... (2 pages)View decision -
Decision Reference DRN-3652824
17 Aug 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3652824 The complaint Miss H has complained that Madison CF UK Limited trading as 118118 Money lent to her irresponsibly. What happened Miss H borrowed £5,000 from Madison in June 2021. The loan was due to be repaid in 36 monthly instalments of about £226. The total amount repayable wa... (3 pages)View decision -
Decision Reference DRN-2360931
2 Mar 2021 TM Advances Limited UpheldConsumer CreditDRN-2360931 The complaint Mr M complains that TM Advances Limited (“TMA”) lent to him in an irresponsible manner. He also complains that the lender failed to treat him fairly when he faced difficulties repaying his borrowing. What happened Mr M was given a single loan by TMA. He borrowed £... (3 pages)View decision -
Decision Reference DRN-5134082
20 Nov 2024 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5134082 The complaint Ms F has complained that North Edinburgh and Castle Credit Union Limited (“Castle Credit”) acted irresponsibly when it approved her application for a loan in early 2023. Background Ms F applied for a £10,000 loan with Castle Credit in January 2023. She said the... (3 pages)View decision -
Decision Reference DRN-5946290
20 Nov 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5946290 The complaint Mr and Mrs D have complained that Go Car Credit Limited (Go Car) unfairly provided them with credit for a vehicle. What happened In December 2018, Mr and Mrs D entered into a finance agreement with Go Car for the purchase of a car as shown below. Mr D was made... (3 pages)View decision -
Decision Reference DRN-5704713
3 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5704713 The complaint Mr Y complains Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) irresponsibly lent to him and provided him credit limit increases when they shouldn’t have. What happened Mr Y applied for a credit card with Tesco in March 2022. The application was approved... (3 pages)View decision -
Decision Reference DRN3490929
15 Sep 2020 Everyday Lending Limited Not upheldBanking and creditMr C has complained about loans granted to him by Everyday Lending Limited (“EDL”). He says that EDL was irresponsible when it agreed to lend to him. background EDL agreed two loans for Mr C: a loan of £1,800 in May 2011 and a second of £3,000 in December 2011. Most of the second loan was... (5 pages)View decision -
Decision Reference DRN3073750
19 Feb 2020 The Royal Bank of Scotland Plc Not upheldBanking and creditMiss R’s complaint relates to seven transactions, totalling £610, which she claimed she didn’t make or authorise herself. She was unhappy The Royal Bank of Scotland Plc (“RBS”) didn’t accept her claim and refused to refund £610 to her; with how the bank dealt with her and her claim after s... (4 pages)View decision