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 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 DRN3309845
16 Feb 2016 Barclays Bank Plc Not upheldBanking and creditMr P complains that Barclays Bank PLC lent to him irresponsibly.backgroundMr P took out a loan with Barclays in July 2014. A few months later, he wanted to increase his overdraft by £1,000. But Barclays wasn’t willing to do this. Instead, it offered him a loan which re... (3 pages)View decision -
Decision Reference DRN-1079340
14 May 2020 PDL Finance Limited UpheldConsumer CreditDRN-1079340 The complaintMiss D complains that PDL Finance Limited (trading as Mr Lender) irresponsibly lent to her.BackgroundMiss D was given five loans by Mr Lender between February 2015 and May 2016. A summary of her borrowing is as follows: LoanDate TakenDate Repaid InstalmentsAmountMa... (3 pages)View decision -
Decision Reference DRN9497598
18 Apr 2017 Instant Cash Loans Limited UpheldBanking and creditMr C has complained about a short-term loan granted to him by Instant Cash Loans Limited trading as Payday Express. backgroundPayday Express agreed three loans for Mr C in 2015. In this decision I am only considering his third and last loan as the first two are bein... (3 pages)View decision -
Decision Reference DRN-3481971
31 May 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3481971 The complaint Mr C says AvantCredit of UK, LLC irresponsibly lent to him. What happened This complaint is about a loan AvantCredit provided to Mr C in January 2016. The loan was for £4200 and was due to be repaid for Mr C over 36 months. The loan was outstanding at the time Mr ... (3 pages)View decision -
Decision Reference DRN-5284575
4 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5284575 The complaint Mr S complains that National Westminster Bank Public Limited Company (NatWest) failed to sufficiently intervene causing him to fall victim to an authorised push payment (APP) investment scam. What happened The details of this complaint are well known to both p... (3 pages)View decision -
Decision Reference DRN-1606688
14 Jul 2020 Western Circle Ltd UpheldConsumer CreditThe complaint Mr L says Western Circle Ltd, trading as Cashfloat (“Cashfloat”), irresponsibly lent to him. Mr L says Cashfloat didn’t carry out sufficient checks to make sure the lending was affordable for him. He had problems with gambling and had other short-term loans as well as borrowi... (3 pages)View decision -
Decision Reference DRN-3826436
28 Nov 2022 Progressive Money Limited UpheldConsumer CreditDRN-3826436 The complaint Miss K has complained that Progressive Money Limited (“PML”) acted irresponsibly when it agreed to give her a loan for £11,000 in 2017. Background Miss K applied for an unsecured loan from PML in July 2017 which she said was to consolidate two different car loans ... (3 pages)View decision
