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 5443 results
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Decision Reference DRN-3704621
27 Sep 2022 Lloyds Bank PLC UpheldConsumer CreditDRN-3704621 The complaint Mr R complains through his representative (a relative) that Lloyds Bank PLC lent him monies on two loans he was unable to afford to repay. What happened Lloyds provided Mr R with the following loans: Date Amount Period of loan Monthly instalment* Loan 1 20/7/18 £5... (4 pages)View decision -
Decision Reference DRN-3514795
1 Jun 2022 Bank of Scotland Plc UpheldConsumer CreditDRN-3514795 The complaint Mr C complains that Bank of Scotland plc (trading as Halifax) acted irresponsibly by giving him a loan that he couldn’t afford to repay. What happened On 15 May 2019 Halifax approved Mr C’s application for a £5,000 loan. This was to be repaid in 24 monthly instalm... (4 pages)View decision -
Decision Reference DRN-1975148
17 Feb 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-1975148 The complaint Mr M complains that NewDay Ltd trading as Marbles Card irresponsibly allowed him to open a credit card account that was unaffordable. What happened Mr M says he opened the Marbles account in 2015 and at that time was in significant debt. He says that ought to have... (2 pages)View decision -
Decision Reference DRN7624851
14 Nov 2017 WDFC UK Limited UpheldBanking and creditMr C complains that WDFC UK Limited (trading as Wonga) acted irresponsibly when it lent him money he couldn’t afford to pay back. He wants Wonga to compensate him for the stress this caused him.backgroundMr C took out 24 loans with Wonga between 2014 and 2016. Some ... (2 pages)View decision -
Decision Reference DRN-1579821
27 Aug 2020 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-1579821The complaintMr F has complained Barclays Bank UK PLC didn’t block a payment which he didn’t authorise. What happenedIn December 2019 a loan company Mr F had an agreement with debited him £724.88 using a continuous authority set up on his debit card. Mr F complained to Barclays ... (3 pages)View decision -
Decision Reference DRN-4760385
3 May 2024 Oakbrook Finance Limited Not upheldConsumer CreditDRN-4760385 Complaint Mr S has complained about a loan Oakbrook Finance Limited (trading as “Finio Loans”) provided to him. He says the loan was unaffordable given his circumstances at the time and so shouldn’t have been provided. Background Finio Loans provided Mr S with a loan for £1,500... (3 pages)View decision -
Decision Reference DRN4269966
23 Sep 2020 Loans 2 Go Limited Not upheldBanking and creditMr M complains about a loan Loans 2 Go Limited lent to him. Mr M says he was vulnerable at the time and couldn’t afford the loan. backgroundMr M took out a loan with Loans 2 Go in February 2016. The loan was for £500 secured against Mr M’s car. The loan was due to be repaid over 12 monthly... (2 pages)View decision -
Decision Reference DRN-4528375
13 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4528375 The complaint Mr N has complained that Santander UK Plc acted irresponsibly by providing, and increasing the limit on, an overdraft. He complains that Santander acted unfairly by continuing to apply charges to his account when he was in financial difficulty. Mr N is represented... (3 pages)View decision -
Decision Reference DRN-4322100
29 Aug 2023 Oakbrook Finance Limited UpheldConsumer CreditDRN-4322100 The complaint Mrs P, through a representative, says Oakbrook Finance Limited (trading as Likely Loans) lent to her irresponsibly. What happened Mrs P took out a 24-month instalment loan for £2,000 from Likely Loans on 12 September 2019. The monthly repayment was £131.05 and the... (3 pages)View decision -
Decision Reference DRN-5785008
2 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5785008 The complaint Mr C complains that Zopa Bank Limited was irresponsible in its lending to him. What happened Mr C was provided with a £15,000 loan by Zopa in May 2024. The loan term was 60 months and Mr C was required to make monthly repayments of £347.69. Mr C said that Zopa ... (2 pages)View decision