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 5520 results
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Decision Reference DRN-5966502
5 Jan 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5966502 The complaint Mr H complains that Zopa Bank Limited lent irresponsibly when it approved two credit card applications he made. What happened Mr H applied for a Zopa credit card (card 1) in September 2021. In his application, Mr H said he was employed with an annual income of... (3 pages)View decision -
Decision Reference DRN8667447
22 Nov 2016 WDFC UK Limited UpheldBanking and creditMr K complains that WDFC UK Limited, trading as Wonga.com, gave him loans he couldn’t afford to repay. backgroundWonga’s records show that Mr K took out 50 loans between January 2012 and April 2016. The amounts he asked to borrow ranged from £58 to £615. Mr K had 30 t... (3 pages)View decision -
Decision Reference DRN-1629427
12 Jun 2020 HSBC UK Bank Plc Not upheldConsumer CreditThe complaint Mr T complains that HSBC UK Bank Plc irresponsibly lent him two loans that he couldn’t afford to repay. What happened Mr T successfully applied for two loans with HSBC – one in 2016 and one in 2018. Towards the end of 2018 he fell into arrears as he could no longer meet the r... (3 pages)View decision -
Decision Reference DRN0439906
15 Nov 2017 MEM Consumer Finance Limited UpheldBanking and creditMrs G complains that MEM Consumer Finance Limited (trading as Payday UK) lent hermoney she couldn’t afford to repay. She says if Payday had carried out proper checks itwould have seen this, so it acted irresponsibly when it lent to her.backgroundI issued a provisiona... (4 pages)View decision -
Decision Reference DRN6304210
24 Apr 2017 Casheuronet UK LLC UpheldBanking and creditMrs S has complained about short term loans taken with Casheuronet UK LLC (trading as “Quick Quid”). Mrs S says the loans were unaffordable and caused her to spiral into a web of debt. backgroundMrs S took out five loans between May 2012 and July 2013. Her lending... (3 pages)View decision -
Decision Reference DRN-5735537
12 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5735537 The complaint Mr H complains HSBC UK Bank Plc lent to him irresponsibly when they approved his application for a credit card, and the subsequent limit increases. What happened Mr H complained HSBC lent to him irresponsibly regarding the lending decisions below for a credit ... (3 pages)View decision -
Decision Reference DRN-5323272
26 Feb 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5323272 The complaint Mr G complains that Tesco Personal Finance Limited trading as Tesco Bank lent irresponsibly when it approved his credit card application. What happened Mr G applied for a Tesco Bank credit card in May 2023. Mr G’s application said he was employed with a monthl... (3 pages)View decision -
Decision Reference DRN6640452
24 Nov 2017 Lending Stream Llc UpheldBanking and creditMr L complains that Lending Stream LLC made short-term loans to him when it shouldn’t have.backgroundIn 2011 and 2012, Lending Stream made 13 instalment loans to Mr L. He repaid the first 10 in full. But he didn’t fully repay loans 11, 12 and 13. Lending Stre... (3 pages)View decision -
Decision Reference DRN-3395571
29 Apr 2022 Revolut Ltd Not upheldBanking and PaymentsDRN-3395571 The complaint Mr K complains that Revolut Ltd (“Revolut”) have failed to refund money he lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. In summary, Mr K paid over £4,000 to a fraudu... (3 pages)View decision -
Decision Reference DRN-2882924
19 Jun 2021 Madison CF UK Limited UpheldConsumer CreditDRN-2882924 The complaint Mr F complains about a personal loan provided to him by Madison CF UK Limited trading as “118 118 Money”, which he says was unaffordable. What happened 118 118 Money provided Mr F with a loan of £2,000.00 in April 2019. This loan had a 24- month term with a monthl... (3 pages)View decision