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 4607 results
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Decision Reference DRN-1767245
15 Oct 2020 Oakbrook Finance Limited UpheldConsumer CreditDRN-1767245 The complaint Mrs P has complained that Oakbrook Finance Limited, trading as Lively Loans, is holding her liable for a loan she says she didn’t take out. What happened Mrs P was abroad from 2 February 2019 to 17 February 2019. On 1 February, her bank sent her a new debit card b... (4 pages)View decision -
Decision Reference DRN-2313825
5 Nov 2020 Oakbrook Finance Limited UpheldConsumer CreditDRN-2313825 The complaint Mrs P has complained that Oakbrook Finance Limited, trading as Lively Loans, is holding her liable for a loan she says she didn’t take out. What happened Mrs P was abroad from 2 February 2019 to 17 February 2019. On 1 February, her bank sent her a new debit card b... (4 pages)View decision -
Decision Reference DRN-4813525
24 May 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4813525 The complaint Miss R has complained through a representative that Loans 2 Go Limited (“L2G”) didn’t conduct sufficient affordability checks before it lent to her. What happened L2G provided Miss R with an 18-month instalment loan of £680 on 2 December 2023. Miss R’s monthly con... (4 pages)View decision -
Decision Reference DRN9034148
27 Sep 2018 Barclays Bank Plc Not upheldBanking and creditMr P says it was irresponsible of Barclays Bank Plc (trading as Barclaycard) to increase his credit limit.backgroundMr P took out a Barclaycard in 2011. Barclays decreased the credit limit in 2012 after Mr P had difficulty staying within it and making the necessar... (3 pages)View decision -
Decision Reference DRN9552124
26 Mar 2015 Barclays Bank Plc Not upheldBanking and creditMr T complains that Barclays Bank Plc lent him an unsecured loan for £35,000 without checking his financial history. He wants the debt cleared.backgroundMr T applied for an unsecured loan for £35,000 from Barclays. He met the repayments on time for six months but then c... (2 pages)View decision -
Decision Reference DRN5289740
17 Jun 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMr L complains that The Royal Bank of Scotland Plc has not refunded a number of transactions that he says he did not make or authorise, and the bank has also closed his account.backgroundMr L opened an account with RBS in March 2013. He later complained that there were over 15 onlin... (2 pages)View decision -
Decision Reference DRN0967613
30 Apr 2021 Harvey & Thompson Limited UpheldBanking and creditMr A complains that Harvey & Thompson Limited continually agreed to accept items for pawn from him over a number of years, despite them knowing about his serious medical conditions and his gambling addiction. Mr A further complains that Harvey & Thompson Limited lent beyond the val... (6 pages)View decision -
Decision Reference DRN1009292
12 Nov 2020 Greenlight Credit Ltd UpheldBanking and creditComplaint Mr P complains about three logbook loans Greenlight Credit Ltd lent to him between March 2017 and March 2020. The details of this complaint are well known to both parties, so I will not repeat them all again here. The adjudicator that looked at the complaint concluded that Greenl... (2 pages)View decision -
Decision Reference DRN7432855
14 Sep 2020 Retail Money Market Ltd Not upheldBanking and creditMr S is unhappy with Retail Money Market Ltd (trading as RateSetter). Mr S thinks it acted irresponsibly when it gave him a loan. Mr S said he shouldn’t have been given the loan as it was unaffordable, and he couldn’t pay it back.backgroundMr S borrowed £12,500 and in doing so agreed to re... (2 pages)View decision -
Decision Reference DRN-3854140
1 Feb 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3854140 The complaint Mr L complains Santander UK Plc irresponsibly provided him with two credit cards and limit increases which were unaffordable for him. What happened Santander approved Mr L with two credit cards in November 2010. Card ending 2025 had an initial limit of £3,000 and ... (5 pages)View decision
