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 21091 results
-
Decision Reference DRN-4218978
14 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4218978 The complaint Mrs M complains that HSBC UK Bank Plc lent to her irresponsibly. What happened Mrs M applied for a credit card. HSBC approved the application and gave Mrs M a card which had a 0% offer on balance transfers for a year. Mrs M made a balance transfer of £4500 in Febr... (3 pages)View decision -
Decision Reference DRN-4617416
11 Mar 2024 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-4617416 The complaint Ms S complains that Lantern Debt Recovery Services Ltd is unfairly attempting to collect a debt it acquired in her name. What happened In August 2023 Lantern purchased a debt in Ms S’ name from a business I’ll refer to as A. The debt related to a guarantor loan fo... (3 pages)View decision -
Decision Reference DRN-2883070
12 Jul 2021 Evergreen Finance London Limited UpheldConsumer CreditDRN-2883070 The complaint Mr E says that Evergreen Finance London Limited trading as Moneyboat: didn’t follow the FCA guidance in relation to helping customers during the Covid-19 pandemic; and didn’t calculate the loan interest correctly, and under the terms of the contract, when he req... (4 pages)View decision -
Decision Reference DRN-5696889
14 Nov 2025 Lendable Ltd Not upheldConsumer CreditDRN-5696889 The complaint Miss S complains that Lendable Ltd hasn’t provided sufficient redress in response to her upheld irresponsible lending complaint. She wants her loan to be written off. What happened Miss S was provided with a £4,000 loan by Lendable in March 2024. The loan term ... (2 pages)View decision -
Decision Reference DRN-4674571
13 Jun 2024 Next Retail Limited Not upheldConsumer CreditDRN-4674571 The complaint Miss M complains that Next Retail Limited trading as Next Online (“Next”) irresponsibly provided her with, and increased the credit limit on, a credit account (“account”). What happened In February 2020 Miss M opened a pay with order account with Next. In Novemb... (3 pages)View decision -
Decision Reference DRN-4020153
5 May 2023 Apfin Ltd Not upheldConsumer CreditDRN-4020153 The complaint Miss L complains that APFIN LTD, trading as cashasap.co.uk (“Apfin”) in 2022 failed to manage her account and credit reporting following an earlier incident from 2020. What happened Matters relating to a fraud incident in March 2020 are the background to this comp... (2 pages)View decision -
Decision Reference DRN-5491825
23 May 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5491825 The complaint Mr G is unhappy with the settlement Lloyds Bank PLC offered after it upheld his complaint about irresponsible lending. What happened Mr G took out a loan for £25,000 over 60 months from Lloyds in January 2013. After he complained to the bank, saying the lending... (2 pages)View decision -
Decision Reference DRN-4103046
10 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4103046 The complaint Mr J complains that Lloyds Bank PLC lent irresponsibly when it approved his credit card application and went on to increase the credit limit on various occasions. What happened Mr J successfully applied for a credit card with Lloyds in April 2010 and was given a £... (2 pages)View decision -
Decision Reference DRN-5836883
24 Sep 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5836883 The complaint Ms B complains that Capital One (Europe) plc lent irresponsibly when it approved her credit card application. Ms B also complains that Capital One failed to close a credit card that it had previously upheld an irresponsible lending complaint about. What happen... (4 pages)View decision -
Decision Reference DRN-6093393
21 Jan 2026 Creation Financial Services Limited Not upheldConsumer CreditDRN-6093393 The complaint Ms M complains that that Creation Financial Services Limited included the wrong first names and used the wrong business name in correspondence that was sent to her. What happened Ms M had a credit card with Creation that was opened in September 2017. The accou... (2 pages)View decision