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 5162 results
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Decision Reference DRN-4601302
6 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4601302 The complaint Mr B, through a representative, says Barclays Bank UK PLC, trading as Barclaycard, irresponsibly lent to him. What happened Barclaycard provided Mr B with a credit card with a limit of £1,000 in August 2010. The limit was then changed (up and down) over the subseq... (3 pages)View decision -
Decision Reference DRN9260897
28 Jun 2019 PDL Finance Limited UpheldBanking and creditMiss G complains that PDL Finance Limited, trading as Mr Lender, lent to her irresponsibly.backgroundI attach my provisional decision dated 20 June 2019, which forms part of this final decision and should be read in conjunction with it. In my provisional decision I ex... (5 pages)View decision -
Decision Reference DRN5645987
15 Jul 2016 Express Finance (Bromley) Limited Not upheldBanking and creditMr C complains that Express Finance (Bromley) Limited, trading as Payday Express, shouldn’t have lent to him in 2012. backgroundMr C took out a ‘running account credit’ loan with Payday Express in July 2012. This worked in a different way from a payday loan – it had a ... (2 pages)View decision -
Decision Reference DRN-4768772
14 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4768772 The complaint Miss B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2021 Miss B was told by Monzo that they were closing her account. They also lodged a fraud-related marker on her record with CIF... (2 pages)View decision -
Decision Reference DRN3554703
15 Nov 2019 National Westminster Bank Plc Not upheldBanking and creditMr B complains that National Westminster Bank Plc (NatWest) treated him unfairly by closing his two personal current accounts and his savings account.backgroundOn 19 March 2019, NatWest sent a letter to Mr B. The letter listed his two current accounts held solely in his name, his savings a... (2 pages)View decision -
Decision Reference DRN-3680453
12 Oct 2022 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-3680453 The complaint Miss C complains that Shop Direct Finance Company Limited (“Shop Direct”), provided her with a catalogue shopping account that she could not afford, and continued to increase her credit limit when it shouldn’t have. What happened In January 2013 Shop Direct approv... (2 pages)View decision -
Decision Reference DRN-1778548
31 Mar 2021 Everyday Lending Limited Not upheldConsumer CreditDRN-1778548 The complaint Mr B says Everyday Lending Limited (ELL) was irresponsible to offer him a loan. What happened Mr B says he applied by phone for a £10,000 loan to consolidate his existing debts in April 2019. ELL asked him to visit a branch to sign the paperwork and bring in recen... (2 pages)View decision -
Decision Reference DRN-1489631
13 May 2020 Elevate Credit International Limited UpheldConsumer CreditDRN-1489631ComplaintMr W says Elevate Credit International Limited (trading as “Sunny”) irresponsibly provided him with a number of high-cost short-term credit instalment loans. BackgroundThis complaint is about twelve high-cost short-term credit instalment loans that Sunny provided to Mr ... (2 pages)View decision -
Decision Reference DRN-4250233
9 Nov 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4250233 The complaint Mr C complains Tesco Personal Finance PLC trading as Tesco Bank irresponsibly lent to him when providing him with a credit card. What happened My understanding is Mr C applied for a Tesco credit card in April 2022, and he was given a credit limit of £3,850. He say... (2 pages)View decision -
Decision Reference DRN-4345818
22 Sep 2023 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-4345818 The complaint Mr E complains that Lantern Debt Recovery Services Ltd is asking him to repay debts when he has no money to do so. What happened Lantern Debt Recovery Services Ltd (“Lantern”) acquired debts for four loans that were taken out by Mr E. Mr E complained to Lantern in... (2 pages)View decision
