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 4692 results
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Decision Reference DRN-4865418
24 Jun 2024 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-4865418 The complaint Mr B complains that Brent Shrine Credit Union Limited trading as My Community Bank was irresponsible in its lending to him. He wants all interest fees and charges removed from his loan so that he is only liable for repaying the amount borrowed. What happened Mr B ... (5 pages)View decision -
Decision Reference DRN-3677669
15 Sep 2022 Barclays Bank UK PLC Not upheldConsumer CreditDRN-3677669 The complaint Miss J’s complained that Barclays Bank UK PLC acted irresponsibly when they lent to her and failed to take account of her gambling addiction. What happened Miss J first applied for a loan from Barclays in March 2012. She subsequently took further loans from them ... (2 pages)View decision -
Decision Reference DRN-2810873
26 May 2021 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2810873 The complaint Mrs B is unhappy that Vanquis Bank Limited approved her for a credit account that was unaffordable for her at that time. What happened In November 2015, Mrs B applied for a credit account with Vanquis. Her application was approved, and Vanquis issued Mrs B with a ... (3 pages)View decision -
Decision Reference DRN4265594
24 Mar 2016 The Royal Bank of Scotland Plc Not upheldBanking and creditMr S complains that The Royal Bank of Scotland Plc has held him liable for disputed transactions on his account. backgroundMr S complained to RBS that he didn’t make or authorise several gambling transactions on his account in November 2015. Those transactions together a... (2 pages)View decision -
Decision Reference DRN-5179983
10 Feb 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5179983 The complaint Mr K has complained that The Co-operative Bank Plc won’t refund transactions he says he didn’t make or otherwise authorise. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In March 2023, Mr K contacted The Co-op and ... (3 pages)View decision -
Decision Reference DRN4703299
22 Oct 2019 Zopa Limited Not upheldBanking and creditMr R’s complaint is that Zopa Limited irresponsibly approved a loan of £10,000 to him in August 2015 which it ought to have known would be unaffordable for him. He seeks a refund of interest on the loan and of charges that may have been applied for missed or late payments.backgroundOne of ... (3 pages)View decision -
Decision Reference DRN-2796068
4 May 2021 Loans 2 Go Limited UpheldConsumer CreditDRN-2796068 The complaint Mr S complains about a logbook loan provided to him by Loans 2 Go Limited, trading as Loans 2 Go, (“L2G”), which he says was unaffordable. What happened L2G provided Mr S with a loan of £5,000 in May 2015. The interest rate was 120%, (315.4% APR). The loan was to ... (6 pages)View decision -
Decision Reference DRN7968272
14 Jun 2017 Barclays Bank Plc Not upheldBanking and creditMr H, on behalf of himself and Mrs H, complains that Barclays Bank Plc has not treated them fairly, in that it allowed Mr H to repeatedly breach his overdraft limit and access his emergency borrowing facility; that it charged him for doing so and thereby exacerbated... (2 pages)View decision -
Decision Reference DRN-3613885
2 Aug 2022 Asgard Financial Services Limited UpheldConsumer CreditDRN-3613885 The complaint Mr H complains that Asgard Financial Services Limited irresponsibly lent to him. He says he couldn’t afford the loan and it shouldn’t have been lent. What happened Asgard lent a loan for £3,500 in December 2016, the loan was repaid over 24 monthly instalments of £... (2 pages)View decision -
Decision Reference DRN-4096185
24 Jul 2023 Shelby Finance Ltd Not upheldConsumer CreditDRN-4096185 The complaint Mr M, through his representative, complains that Shelby Finance Ltd, trading as Dot Dot Loans (“Shelby”), lent to him irresponsibly. What happened Mr M took four loans from Shelby and a brief loan table is set out here: Loan Approved Amount Repayments each month P... (4 pages)View decision
