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-5658006
15 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5658006 Complaint Mr M has complained about a credit card HSBC UK Bank Plc (“HSBC”) provided to him. He says that the credit card was unaffordable for him and caused him ongoing financial difficulty. Background In January 2017, HSBC provided Mr M with a credit card which had a cred... (4 pages)View decision -
Decision Reference DRN-3487596
30 May 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3487596 The complaint Miss M complained that Loans 2 Go Limited lent to her irresponsibly and provided her with a loan that was unaffordable. What happened In May 2019, Miss M had arranged to borrow £750 from Loans 2 Go. That loan was cancelled the same day it was arranged so Miss M di... (5 pages)View decision -
Decision Reference DRN-2621323
23 Apr 2021 Western Circle Ltd UpheldConsumer CreditDRN-2621323 The complaint Mr G says Western Circle Ltd trading as Cashfloat lent to him irresponsibly. He says that Cashfloat didn’t make proper checks, if it had done then it would have seen he was in financial difficulty and not lent to him. Mr G also says that he had problems contacting... (4 pages)View decision -
Decision Reference DRN-3453022
10 Jun 2022 Indigo Michael Limited UpheldConsumer CreditDRN-3453022 The complaint Ms B (through a representative) has complained that Indigo Michael Limited (trading as Safety Net Credit (SNC)) didn’t complete proper affordability checks before approving her Safety Net facility or at each new instance of borrowing. What happened Ms B approached... (4 pages)View decision -
Decision Reference DRN-3315268
7 Mar 2022 Chetwood Financial Limited Not upheldConsumer CreditDRN-3315268 The complaint Mr G has complained that Chetwood Financial Limited trading as Live Lend was irresponsible in lending to him. What happened In November 2020 Mr G applied online for a loan from Live Lend for £10,000. The loan was taken out over 30 months with an APR of 34.2% and h... (4 pages)View decision -
Decision Reference DRN-5900783
12 Dec 2025 JDB Enterprise Group Ltd Not upheldConsumer CreditDRN-5900783 The complaint Mr C complains that JDB Enterprise Group Ltd trading as Fast Loan UK lent to him irresponsibly when they provided him with two personal loans. What happened In 2024, Mr C was provided with two short-term loans from Fast Loan UK. I’ve included a table below sh... (4 pages)View decision -
Decision Reference DRN-3085890
31 Dec 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3085890 The complaint Mrs F complains that Barclays Bank UK PLC trading as Barclaycard (“Barclays”) acted irresponsibly when they increased her credit card limit in February 2015. Mrs F says the lending was unaffordable for her. What happened In March 2007 Mrs F took out a credit card... (4 pages)View decision -
Decision Reference DRN-6115846
29 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-6115846 The complaint Mr M complains that National Westminster Bank PLC was irresponsible in its lending to him. What happened Mr M was provided with a loan by NatWest on 16 March 2023. The amount of credit was £20,950, repayable over 123 months at an interest rate of 6.4% APR with ... (4 pages)View decision -
Decision Reference DRN8928671
15 Jan 2020 PDL Finance Limited UpheldBanking and creditMr W complains that PDL Finance Limited (trading as ‘Mr Lender’) lent irresponsibly to him. backgroundBetween May 2016 and December 2016, Mr W took out four loans with Mr Lender. His borrowing history is as follows: Loan numberDate taken outDate repaid Planned number of monthly instalments... (4 pages)View decision -
Decision Reference DRN-2433658
23 Dec 2020 Provident Personal Credit Limited Not upheldConsumer CreditDRN-2433658 The complaint Mr R complains that Provident Personal Credit Limited, trading as Satsuma, lent to him irresponsibly. Mr R added to his complaint points to include that he felt that Satsuma had refused him a repayment plan of £20, and later had recorded a default against him whic... (6 pages)View decision