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-4795003
21 May 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4795003 The complaint Mr D feels that Vanquis Bank Limited provided him with new and existing credit which he couldn’t afford. What happened In July 2016, Mr D successfully applied to Vanquis for a credit account, and he received a credit card from Vanquis with an initial credit limit ... (4 pages)View decision -
Decision Reference DRN-5359848
27 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5359848 The complaint Mr C complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional dec... (4 pages)View decision -
Decision Reference DRN-1835603
9 Jun 2020 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1835603 The complaintThis complaint is brought by Mrs O (helped by her son, Mr O) on behalf of the estate of her late mother, Mrs R. Mrs R was a customer of The Royal Bank of Scotland Plc until her death in March 2019. Mrs O has complained to RBS because she believes a relative of Mrs ... (2 pages)View decision -
Decision Reference DRN-2628278
11 Mar 2021 Oakbrook Finance Limited Not upheldConsumer CreditDRN-2628278 Complaint Miss M has complained about a loan Oakbrook Finance Limited (trading as “Likely Loans”) provided to her. She says the loan is unaffordable and she’s struggling to repay it. Background Likely Loans provided Miss M with a loan for £1,000.00 in February 2018. This loan h... (2 pages)View decision -
Decision Reference DRN-4337046
10 Oct 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4337046 The complaint Mr G complains that Loans 2 Go Limited (“L2G”) lent him a loan when it shouldn’t have. Mr G says he didn’t understand the product he was being lent. To put things right, Mr G wants the loan written off or at least the interest and charges removed. What happened L2... (2 pages)View decision -
Decision Reference DRN-5037475
10 Mar 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5037475 The complaint Miss W has complained Starling Bank Limited did nothing to support her when she disputed six transactions. What happened After authorising different overseas transactions where Miss W felt she was loading cash to gambling sites, Miss W complained to Starling. S... (2 pages)View decision -
Decision Reference DRN-2085174
11 Aug 2021 Chetwood Financial Limited Not upheldConsumer CreditDRN-2085174 The complaint Miss B complains that Chetwood Financial Limited (trading as ‘LiveLend’) gave her a loan irresponsibly. She feels there are a number of questions that weren’t asked at the point of application, and it didn’t fully consider her personal circumstances. Background to... (4 pages)View decision -
Decision Reference DRN-5708767
24 Sep 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5708767 The complaint Miss M is complaining that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) lent to her irresponsibly by providing her with two personal loans. What happened In July 2023, Miss M applied for a loan with MCB. They lent her £2,000 over a two-y... (4 pages)View decision -
Decision Reference DRN-2475276
4 Feb 2021 Advanced Payment Solutions Limited UpheldConsumer CreditDRN-2475276 The complaint Miss D says Advanced Payment Solutions Limited trading as Cashplus lent to her irresponsibly. She says that Cashplus didn’t check if the loans were affordable for her. If it had done it wouldn’t have lent to her. What happened This complaint is about 18 payday (i... (5 pages)View decision -
Decision Reference DRN0029314
2 Nov 2018 Express Finance (Bromley) Limited UpheldBanking and creditMr S complains that Express Finance (Bromley) Limited (formerly trading as Payday Express) made short-term loans to him when it shouldn’t have.backgroundFrom March 2011 to May 2011, Mr S took 4 short-term loans from a company he considers to be a sister company of Pay... (5 pages)View decision