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 4725 results
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Decision Reference DRN-4086614
24 Apr 2023 Oakbrook Finance Limited Not upheldConsumer CreditDRN-4086614 The complaint Miss A complains that Oakbrook Finance Limited lent her three loans when she couldn’t afford to repay. She says at the time she suffered from severe mental health and severe gambling problems. Miss A says had Oakbrook carried out sufficient checks it wouldn’t have... (3 pages)View decision -
Decision Reference DRN-4206833
29 Jun 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4206833 The complaint Mr J complains that Lloyds Bank PLC lent to him irresponsibly. What happened Mr J applied for a credit card account in June 2009. Lloyds approved the application and opened the account with an initial credit limit of £2000. The credit limit was increased to £2550 ... (3 pages)View decision -
Decision Reference DRN6256801
30 May 2018 Everyday Loans Limited UpheldBanking and creditMr L took out a loan in January 2017 with Everyday Loans Limited. He complains that Everyday acted irresponsibly, when it approved this loan. He says it incorrectly assessed that he could afford the loan repayments. He wants Everyday to refund all interest and oth... (2 pages)View decision -
Decision Reference DRN-4665711
27 Jun 2024 Curve UK Limited Not upheldBanking and PaymentsDRN-4665711 The complaint Mr A complains that Curve UK Limited has irresponsibly allowed him to make payments and that it is now asking him to repay a payment it made to one of his creditors. What happened Mr A has a Curve account and uses its ‘Fronted’ facility. This enables a customer to... (5 pages)View decision -
Decision Reference DRN6307167
26 Sep 2019 Bamboo Limited Not upheldBanking and creditMr T complains that Bamboo Limited didn’t carry out enough checks before approving his loan application.backgroundIn 2018, Mr T applied to Bamboo for a loan. He applied online and the loan was approved. He had difficulty making some payments on time early on. But overall he managed to keep... (2 pages)View decision -
Decision Reference DRN1857768
30 Jul 2021 Clydesdale Bank Plc Not upheldBanking and creditMr and Mrs W complain that Clydesdale Bank Plc did not help recover the money (and winnings) paid to an online gambling company that turned out to be a scam. As Mrs W had all the dealings with Clydesdale Bank Plc, for ease of reading, I’ll refer to all submissions as having come from Mrs W... (3 pages)View decision -
Decision Reference DRN3711504
22 Oct 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr C complains about The Royal Bank of Scotland Plc, trading as NatWest (“NatWest”). He says that the business lent to him irresponsibly in two personal loans and an overdraft in 2014. He wants NatWest to refund the charges and interest he paid, and for statutory inter... (3 pages)View decision -
Decision Reference DRN9127287
11 Jul 2016 Barclays Bank Plc Not upheldBanking and creditMr W complains about three loans taken out with Barclays Bank Plc. He believes insufficient checks were carried out when he applied for the loans and had appropriate checks been completed, they wouldn’t have been agreed. Mr W is represented in his complaint by his fat... (3 pages)View decision -
Decision Reference DRN-5501889
1 May 2025 First Response Finance Ltd Not upheldConsumer CreditDRN-5501889 The complaint Mr S, who is represented by a third party, complains that First Response Finance Limited (“First Response”) irresponsibly agreed to give him finance he says he couldn’t afford to repay. What happened In March 2018, Mr S acquired a used car financed by a fixed ... (3 pages)View decision -
Decision Reference DRN-4893015
8 Jul 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4893015 Complaint Mr T has complained that Zopa Bank Limited (“Zopa”) irresponsibly increased the credit limit on his credit card. He is also unhappy that his card wasn’t blocked when he called up and asked for this to happen. Background In March 2021, Zopa provided Mr T with a credit ... (7 pages)View decision
