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 4967 results
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Decision Reference DRN-5348698
24 Feb 2025 TSB Bank plc UpheldConsumer CreditDRN-5348698 The complaint Mr S complains that TSB Bank plc was irresponsible in its lending to him. What happened Mr S was provided with a £8,000 fixed sum loan agreement by TSB in September 2023. The loan term was 60 months and Mr S was required to make monthly repayments of £215.53. H... (4 pages)View decision -
Decision Reference DRN-4696794
20 Mar 2024 Billing Finance Limited UpheldConsumer CreditDRN-4696794 The complaint Mr B complains Billing Finance Limited (BFL) irresponsibly entered into a hire purchase agreement because it didn’t complete reasonable and proportionate checks to ensure the agreement was affordable. What happened Mr B entered into the hire purchase agreement on ... (5 pages)View decision -
Decision Reference DRN-4210139
26 Jun 2023 Commsave Credit Union Limited Not upheldConsumer CreditDRN-4210139 The complaint Mr H complains that Commsave Credit Union Limited (“Commsave”) ought not to have lent to him as the lending was both unaffordable and irresponsible. What happened In August 2019 Mr H applied to Commsave for a loan. He borrowed £5,000 over a term of 156 weeks, the ... (7 pages)View decision -
Decision Reference DRN-4313125
25 Aug 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4313125 The complaint Mr A complains that Revolut Ltd didn’t apply an account block to prevent gambling transactions. What happened Mr A says he told Revolut to block any potential payments he made to a business I will call “M” on 29 March 2023. He says he made Revolut aware of his gam... (3 pages)View decision -
Decision Reference DRN2411350
14 Jun 2019 NewDay Ltd Not upheldBanking and creditMr L complains that NewDay Ltd, trading as Aqua, irresponsibly increased his credit card limit which was unaffordable.backgroundMr L says Aqua has increased the credit limit on his credit card on four or five occasions over the last few years. He says he has a gambl... (2 pages)View decision -
Decision Reference DRN-4224816
14 Jul 2023 Oplo PL Ltd Not upheldConsumer CreditDRN-4224816 The complaint Mr K complains that Oplo PL Ltd trading as Oplo lent to him irresponsibly. What happened In July 2021 Mr K applied for a loan. Oplo approved the loan application and gave Mr K a loan for £2000 over a term of 24 months with repayments of £120.16 per month. In Novem... (3 pages)View decision -
Decision Reference DRN1721665
11 Oct 2016 Instant Cash Loans Limited UpheldBanking and creditMr H complains that Instant Cash Loans Limited, trading as The Money Shop, lent him money he couldn’t afford to repay when it knew he’d had a gambling problem in the past. His father brings the complaint on his behalf.backgroundMr H had a loan from The Money Shop se... (2 pages)View decision -
Decision Reference DRN-3293516
14 Mar 2022 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-3293516 The complaint Mr M complains about Tesco Personal Finance Plc trading as Tesco Bank’s decision to lend to him. What happened I set out the background to Mr M’s complaint in the provisional decision which I issued earlier this year. But, for ease of reading, I will set out what ... (6 pages)View decision -
Decision Reference DRN-5010167
10 Sep 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5010167 The complaint Mr M complains Nationwide Building Society didn’t contact him when there was unusual activity on his account. He also complains that Nationwide Building Society didn’t provide him with a letter about the activity he needed when he asked for it. He says this mea... (3 pages)View decision -
Decision Reference DRN-2836379
28 May 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2836379 The complaint Mr B complains that Barclays Bank UK Plc (Barclays) sent him a new credit card after he’d informed it about his gambling problems. What happened I’ve already issued a provisional decision on this case, setting out the background and what I was minded to conclude: ... (5 pages)View decision
