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-3135543
18 Jan 2022 Oakbrook Finance Limited Not upheldConsumer CreditDRN-3135543 The complaint Mr D complains that the loans he had from Oakbrook Finance Limited (trading as Likely Loans) were unaffordable for him and that it was irresponsible for it to have approved the lending. What happened Mr D had two loans from Likely Loans in May 2017 and December 20... (4 pages)View decision -
Decision Reference DRN-4252409
13 Dec 2023 Evolution Money Limited UpheldMortgagesDRN-4252409 The complaint Mr G complains that Evolution Money Limited (“Evolution”) mis-sold him a secured loan. Mr G has also brought a complaint against the lender about the lending decision and the action it took against him when he was in financial difficulties. I have dealt with that ... (7 pages)View decision -
Decision Reference DRN-4341832
3 Oct 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4341832 The complaint Mr T complains that Barclays Bank UK PLC didn’t take adequate steps to block his gambling transactions. What happened Mr T says he’s a compulsive gambler and has lost around £500 000 over the last few years. Mr T set up an account with Barclays and within a short ... (2 pages)View decision -
Decision Reference DRN-5497428
27 May 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5497428 The complaint Miss M complains that The Royal Bank of Scotland Plc (RBS) was irresponsible in its lending to her. She wants all interest and charges removed from her loan account, so she is only liable to repay the amount she borrowed. What happened Miss M was provided with ... (3 pages)View decision -
Decision Reference DRN-5025596
2 Oct 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5025596 The complaint Mr T complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance lent irresponsibly when it approved his loan application. What happened In July 2021, Mr T applied for a loan of £1,500 with Novuna. In his application, Mr T said he was employ... (3 pages)View decision -
Decision Reference DRN-3998747
6 Mar 2023 Oakbrook Finance Limited UpheldConsumer CreditDRN-3998747 The complaint Mr K complains that Oakbrook Finance Limited trading as Oakbrook Loans lent him an unaffordable loan. What happened I issued a provisional decision on this case n 13 February 2023 where I set out a detailed background to this complaint and my provisional findings.... (3 pages)View decision -
Decision Reference DRN1485378
16 Jun 2020 Bank of Scotland Plc Not upheldBanking and creditMr M has complained Bank of Scotland plc, trading as Halifax, won’t refund transactions he didn’t make.backgroundMr M had got in touch with Halifax as he believed he’d been a victim of ID fraud. This was after he’d been notified he had a limited balance on his Halifax account. Firstly ther... (4 pages)View decision -
Decision Reference DRN4184146
27 Feb 2019 Bank of Scotland Plc Not upheldBanking and creditMr C complains that about the lending that Bank of Scotland plc (“BoS”) made to him. This complaint deals with his overdraft.backgroundMr C said that he was given bad advice by BoS about consolidating his debts, then allowed to borrow again. He has complained to our ... (4 pages)View decision -
Decision Reference DRN-5635776
24 Jun 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5635776 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent him money on a credit card. What happened In June 2021 Mr S took out a credit card with Virgin Money, with a credit limit of £4,000. The account fell into arrears and in 2022 Vir... (4 pages)View decision -
Decision Reference DRN-4130313
3 Aug 2023 FUND OURSELVES LIMITED Not upheldConsumer CreditDRN-4130313 The complaint Mr M complains that FUND OURSELVES LIMITED (“FOL”) lent to him irresponsibly. What happened Using information from FOL’s records here is a brief loan table: Loan Borrowed Date Closed Date Borrowed Amount Term Months Repayment Amount 1 30 September 2021 18 October ... (4 pages)View decision
