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-5618137
1 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5618137 The complaint Mr M complains that Moneybarn No. 1 Limited lent to him irresponsibly. What happened On 18 January 2024, Mr M entered into a Conditional Sale Agreement with Moneybarn in order to acquire a used car. It was agreed on the following terms: Cash price Deposit paid... (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 DRN3624856
18 Sep 2017 Active Securities Limited UpheldBanking and creditMr G complains that Active Securities Limited (trading as 247 Moneybox) gave him loans that he couldn’t afford to repay.backgroundMr G was given 25 loans by 247 Moneybox between October 2012 and April 2016. He was unable to repay many of his loans on time, so needed ... (4 pages)View decision -
Decision Reference DRN-5706272
21 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5706272 The complaint Mr L complains HSBC UK Bank Plc closed his current account unfairly and they refuse to tell him why. What happened Mr L held a basic current account with HSBC. Following a review, HSBC decided to close the account with immediate effect in June 2023. Mr L raised... (3 pages)View decision -
Decision Reference DRN-4950382
21 Aug 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4950382 Complaint Mr H has complained that Creation Consumer Finance Ltd (“Creation”) irresponsibly provided him with an unaffordable credit account. He’s said that the credit account he was given was not affordable. Background Mr H was provided with a credit account, with a credit... (3 pages)View decision -
Decision Reference DRN-4932525
7 Aug 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4932525 The complaint Mr H complains that Tesco Personal Finance PLC, trading as Tesco Bank, irresponsibly provided him with a credit card account he couldn’t afford. What happened In May 2021 Tesco opened a credit card account for Mr H. The credit limit was set at £6,800. In 2024,... (3 pages)View decision -
Decision Reference DRN-4338227
2 Oct 2023 Match the Cash Limited Not upheldConsumer CreditDRN-4338227 Complaint Mr L has complained that Match the Cash Limited (“Match the Cash”) trading as www.gurantorloan.co.uk unfairly brought about an unaffordable guarantor loan for him. He says proper affordability checks weren’t carried out and if they had been it would have been clear th... (3 pages)View decision -
Decision Reference DRN-3063054
22 Sep 2021 Bamboo Limited UpheldConsumer CreditDRN-3063054 The complaint Mr M complained that Bamboo Limited irresponsibly provided him with unaffordable loans. What happened Bamboo provided Mr M with loans as follows: Date Amount Term Monthly Repayment Loan 1 22/10/2018 £2,000 24 months £138.19 Loan 2 14/05/2019 £635.10 additional fun... (6 pages)View decision -
Decision Reference DRN-4871227
25 Jun 2024 Admiral Financial Services Limited Not upheldConsumer CreditDRN-4871227 The complaint Mr M is complaining that Admiral Financial Services Limited trading as Admiral Money (Admiral) lent to him irresponsibly by providing him with a personal loan. What happened In January 2023, Admiral approved Mr M’s application for a £5,000 loan to consolidate his ... (5 pages)View decision