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-3011355
24 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3011355 The complaint Mr B complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr B applied for a credit card with Aqua in March 2015 and it was agreed with a limit of £250. Increases were then made as follows: Date Limit March 2015 (new card) £250... (4 pages)View decision -
Decision Reference DRN-4763536
29 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4763536 The complaint Mr C has complained that Barclays failed to recognise that he was using his substantial overdraft facility to gamble via high-risk investment platforms. Background Mr C has had a current account with Barclays since the early 1980s. It currently has an exceptionall... (4 pages)View decision -
Decision Reference DRN-2961210
11 Jan 2022 PDL Finance Limited UpheldConsumer CreditDRN-2961210 The complaint Mr M complains that PDL Finance Limited trading as Mr Lender was irresponsible in its lending to him. What happened Mr M was provided with three loans by Mr Lender between December 2017 and February 2019. The details are set out below. Loan Amount Instalments Date... (4 pages)View decision -
Decision Reference DRN-4757290
26 Apr 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-4757290 The complaint Miss T complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided her with loans she couldn’t afford to repay because at the time she had four accounts on her credit file that were in default. What happened A summary of Miss... (4 pages)View decision -
Decision Reference DRN-4952099
7 Aug 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4952099 The complaint Mr H complains through a Claims Management Company (“CMC”), that Zopa Bank Limited (“Zopa ”) lent to him irresponsibly. Mr H further says Zopa failed to conduct proportionate checks prior to approving his personal loan and the lending was unaffordable. For ea... (4 pages)View decision -
Decision Reference DRN-3170393
23 Nov 2021 Harvey & Thompson Limited UpheldConsumer CreditDRN-3170393 The complaint Mr S complains that Harvey & Thompson Limited lent to him without carrying out adequate checks and that the loan was unaffordable. Mr S is represented by Mrs S but for ease of reference I have referred to Mr S throughout this decision. What happened H & T ... (4 pages)View decision -
Decision Reference DRN-5062231
4 Oct 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5062231 The complaint Mr O is complaining about Vanquis Bank Limited because he says it lent irresponsibly by providing him with a credit card he couldn’t afford and then going on to increase the credit limit. What happened In December 2017, Mr O opened a credit card account with Va... (4 pages)View decision -
Decision Reference DRN-3026309
4 Feb 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3026309 The complaint Mr L complains that TSB Bank Plc won’t reimburse him the money he paid to what he says was a binary options trading scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key ev... (4 pages)View decision -
Decision Reference DRN-5686539
8 Oct 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5686539 The complaint Mr N complains that Madison CF UK Limited trading as 118 118 Money was irresponsible in its lending to him. He wants all interest and charges on his loans refunded along with statutory interest. What happened Mr N was provided with two loans by 118 118 Money, t... (4 pages)View decision -
Decision Reference DRN7375749
30 Aug 2017 Nextcredit Limited UpheldBanking and creditMiss A complains that Nextcredit Limited gave her unsuitable payday loans. She wants a refund of her interest, with interest. backgroundMiss A had five loans from Nextcredit between January and May 2015. She said a check on her credit file would have shown her financ... (2 pages)View decision
