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 DRN5644397
20 Sep 2016 WDFC UK Limited UpheldBanking and creditMr D complains that WDFC UK Limited (trading as Wonga) should’ve realised that the loans he took out with the company were unaffordable that it was irresponsible in lending to him. He says that he was in a spiral of debt and using other payday lenders to repay lo... (3 pages)View decision -
Decision Reference DRN-5807312
2 Oct 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5807312 Complaint Mr E has complained about a credit card Zopa Bank Limited (“Zopa”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In January 2022, Zopa provided Mr E with a credit card which ha... (3 pages)View decision -
Decision Reference DRN-1694257
17 Apr 2020 Hitachi Capital (UK) Plc Not upheldConsumer CreditDRN-1694257The complaintMrs B complains that Hitachi Capital (UK) Plc (“Hitachi”) lent to her irresponsibly. What happenedAt the beginning of March 2018 Mrs B applied for a loan with Hitachi. The loan was for £5,000 over a period of 36 months and the monthly repayments were around £165. H... (3 pages)View decision -
Decision Reference DRN-3358324
28 Mar 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3358324 The complaint Mr M is unhappy that National Westminster Bank Plc (“NatWest”) approved an overdraft facility for him that he considers unaffordable. He is also unhappy that correspondence for him went to the wrong address. What happened Mr M successfully applied for a £4,500 ove... (3 pages)View decision -
Decision Reference DRN-4088039
20 Jun 2023 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-4088039 The complaint Mr L complains about what he considers to be irresponsible lending to him by Virgin Media Mobile Finance Limited (“Virgin Mobile”). What happened Over a period of around three and a half years Mr L took out eight Virgin Mobile phone contracts. The contracts mostly... (3 pages)View decision -
Decision Reference DRN7538168
28 Mar 2019 Uncle Buck Finance LLP UpheldBanking and creditMr C complains that Uncle Buck Finance LLP, trading as Uncle Buck, (“UBF”), gave himloans that he couldn’t afford to repay.backgroundMr C took out three loans with UBF and details of these are shown below. The loans were allrepayable by three monthly instalments and h... (6 pages)View decision -
Decision Reference DRN-3374981
23 May 2022 PayPal (Europe) Sarl et Cie SCA Not upheldBanking and PaymentsDRN-3374981 The complaint Mr B complains about PayPal (Europe) Sarl et Cie SCA and their decision to permanently restrict his account without providing an explanation. Mr B is also unhappy as he believes PayPal have shared this information with other companies. What happened Mr B held a Pa... (4 pages)View decision -
Decision Reference DRN-5726894
18 Aug 2025 Lendable Ltd UpheldConsumer CreditDRN-5726894 The complaint Mr M complains that Lendable Ltd (“Lendable”) lent to him in an irresponsible manner. What happened Mr M was given a single loan by Lendable in September 2018. Including fees, he borrowed a total of £12,490 that he agreed to repay in 60 monthly instalments of ... (4 pages)View decision -
Decision Reference DRN-5139730
12 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5139730 The complaint Mr M is complaining about NewDay Ltd because he says it lent irresponsibly by providing him with three separate credit cards and increasing the credit limit on each account. What happened Mr M opened the following credit card accounts with NewDay: Aqua – ope... (5 pages)View decision -
Decision Reference DRN-3161114
8 Dec 2021 Buffa Loans Ltd UpheldConsumer CreditDRN-3161114 The complaint Mr M complains that Buffa Loans Ltd (trading as ‘Buffa’) lent to him irresponsibly. What happened This complaint is about loans Buffa provided to Mr M as follows: Loan Date Taken Date Repaid Instalments Amount Highest Repayment 1 4/01/2020 9/03/2020 3 £200.00 £95.... (4 pages)View decision
