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-4859771
20 Jun 2024 Advantage Finance Ltd UpheldConsumer CreditDRN-4859771 The complaint Mrs C complains Advantage Finance Ltd (AFL) didn’t sufficiently check whether she could sustain the repayments. And so acted irresponsibly in lending to her as she said the loan was unaffordable. In bringing her complaint Mrs C is represented by a third party. For... (5 pages)View decision -
Decision Reference DRN6385369
16 Feb 2018 Gain Credit LLC UpheldBanking and creditMr S complains Gain Credit LLC (trading as Lending Stream) lent to him irresponsibly.backgroundMr S took 39 loans with Lending Stream between September 2015 and June 2017, borrowing £11,230 in total. Mr S repaid all of these loans successfully, but at the end of June... (5 pages)View decision -
Decision Reference DRN-2777777
15 May 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2777777 The complaint Miss M complains that Capital One (Europe) plc irresponsibly allowed her to open a credit card account. What happened Miss M she opened the Capital One account in March 2019 and at the time had a number of loans. She says she had a gambling problem and if Capital ... (2 pages)View decision -
Decision Reference DRN-1374090
10 May 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1374090 The complaintMr and Mrs B complain that HSBC UK Bank Plc failed to stop or question payments to gambling companies. What happenedMr B says he works abroad and discovered Mrs B had spent about £400,000 on gambling transactions. He says HSBC failed to tell him about the spending ... (2 pages)View decision -
Decision Reference DRN7334431
7 Nov 2016 Bank of Scotland Plc Not upheldBanking and creditMr E complains that Bank of Scotland plc (trading as Halifax) will not refund payments he says he did not make from his account.backgroundAn online account was set up with a gambling company in Mr E’s name. Payments of £37,030 were made to the company using his ban... (2 pages)View decision -
Decision Reference DRN6427263
27 Nov 2013 Lloyds Bank PLC Not upheldBanking and creditMrs K is unhappy about disputed transactions on her credit card. Lloyds Bank PLC (previously Lloyds TSB Bank PLC) refunded some but not all of the disputed cash withdrawals.background Mrs K disputed three gambling transactions totalling £500 and cash machine withdrawals totalling £1,840 ... (2 pages)View decision -
Decision Reference DRN-2461271
23 Jul 2021 Advancis Limited UpheldConsumer CreditDRN-2461271 The complaint Miss F complains about two loans from Advancis Limited, trading as Buddy Loans, (“BL”), which she says were unaffordable. What happened Miss F was given two loans by BL from August 2016 to March 2017. Loan 1 was repaid from the proceeds of Loan 2. From the most re... (6 pages)View decision -
Decision Reference DRN-4273156
31 Jul 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4273156 The complaint Mr W has complained about a hire purchase agreement he had with Blue Motor Finance Ltd (BMF). He says he shouldn’t have been given the agreement. What happened In March 2020 Mr W entered into a 5-year hire purchase agreement with BMF to acquire a car. The car cost... (4 pages)View decision -
Decision Reference DRN-5344892
11 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5344892 The complaint Mr S complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr S applied for a credit card with Vanquis in May 2016. In his application Mr S said he had an income ... (3 pages)View decision -
Decision Reference DRN-3661848
22 Aug 2022 Clydesdale Bank Plc Not upheldConsumer CreditDRN-3661848 The complaint Mr C complains that Clydesdale Bank Plc trading as Virgin Money have irresponsibly lent to him. What happened Mr C took out a loan with Virgin Money for £11,500 over 84 months. He says at the time he took out the loan, he had a series of personal loans and payday ... (4 pages)View decision
