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 5125 results
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Decision Reference DRN3666453
28 Mar 2018 Bank of Scotland Plc Not upheldBanking and creditMr W has complained Bank of Scotland plc, trading as Halifax, lent to him irresponsibly by allowing him a large overdraft which he couldn’t afford to repay.backgroundMr W complained to Halifax in 2017 about the charges they’d applied to his account from 2010 to ... (3 pages)View decision -
Decision Reference DRN-4500581
4 Mar 2024 Admiral Financial Services Limited UpheldConsumer CreditDRN-4500581 The Complaint Mr S complains that Admiral Financial Services Limited (“Admiral”) irresponsibly lent to him. What happened Admiral lent Mr S a loan for £8,000 in November 2021, the loan was due to be repaid on 36 monthly instalments of £255.47. Mr S has complained that he couldn... (3 pages)View decision -
Decision Reference DRN-4856725
10 Aug 2024 PayPal UK Ltd UpheldBanking and PaymentsDRN-4856725 The complaint Miss J complains that PayPal UK Ltd irresponsibly allowed her to open a credit account which was unaffordable. What happened Miss J says she opened the PayPal account in July 2021 but at the time was heavily in debt. She says insufficient checks were carried ou... (2 pages)View decision -
Decision Reference DRN-5415498
11 Apr 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5415498 The complaint Mr S complains through a representative that N.I.I.B. Group Limited trading as Northridge Finance (“Northridge”) failed to conduct adequate affordability checks before it lent to him. What happened In April 2019, Northridge provided Mr S with a hire purchase a... (4 pages)View decision -
Decision Reference DRN-4363236
25 Mar 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4363236 The complaint Mr H complains that Zopa Bank Limited irresponsibly lent to him. What happened Zopa gave Mr H access to a loan in August 2018. The loan was for £18,000, Mr H also had to pay £110 in fees. The loan was due to be repaid in 60 monthly instalments of £431.21. Mr H str... (3 pages)View decision -
Decision Reference DRN-4928708
5 Aug 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4928708 The complaint Mr M complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application. What happened In April 2022 Mr M applied for a credit card with Vanquis. In his application, Mr M said he was employed full time with an income of £20,000... (3 pages)View decision -
Decision Reference DRN-1705111
17 Apr 2020 Shawbrook Bank Limited Not upheldConsumer CreditDRN-1705111The complaintMrs B complains that Shawbrook Bank Limited (“Shawbrook”) lent to her irresponsibly.What happenedAt the beginning of March 2018 Mrs B applied for a loan with Shawbrook. The loan was for £6,000 over a period of 36 months and the monthly repayments were around £200. S... (3 pages)View decision -
Decision Reference DRN-4222235
7 Jul 2023 Zopa Bank Limited Not upheldConsumer CreditDRN-4222235 The complaint Mr H, who is represented by a third party, complains that Zopa Bank Limited (“Zopa”) irresponsibly granted him a hire purchase agreement (“agreement”) he couldn’t afford to repay. What happened In March 2021 Mr H acquired a used car (costing £14,799.00) financed b... (3 pages)View decision -
Decision Reference DRN-4359698
28 Nov 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4359698 The complaint Mr M complains that HSBC UK Bank Plc blocked a credit card payment to his investment account, causing him to lose his investment. What happened Mr M trades on the stock market, and until October 2022 he used to use his HSBC credit card to make payments into his on... (2 pages)View decision -
Decision Reference DRN9671885
14 Oct 2019 Novaloans Ltd UpheldBanking and creditMr E says Novaloans Ltd (trading as Cash4unow) irresponsibly lent to him.backgroundThis complaint is about four instalment loans Cash4unow provided to Mr E between June 2017 and July 2018. Mr E’s borrowing history is as follows: loan numberstart dateloan amountinstalmentshighest repaymente... (3 pages)View decision
