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
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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 DRN6354021
2 Apr 2020 The Royal Bank of Scotland Plc Not upheldBanking and creditMr R has complained that The Royal Bank of Scotland Plc (‘the bank’) refused his request for a fixed rate loan to repay his credit card account with the bank. Mr R has also later complained about the circumstances surrounding his full repayment of the credit card account.backgroundMr R has... (3 pages)View decision -
Decision Reference DRN-2671539
8 Oct 2021 Barclays Bank UK PLC Not upheldConsumer CreditDRN-2671539 The complaint Mr M complains that Barclays Bank UK PLC lent to him when it shouldn’t have. What happened Mr M has complained about irresponsible lending. This complaint relates to seven loans taken out between 2014 and 2018. Mr M says Barclays frequently offered him loans throu... (2 pages)View decision -
Decision Reference DRN-4227172
18 Jul 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4227172 The complaint Mr S complains that Bank of Scotland plc trading as Halifax irresponsibly provided him with and increased the credit limit on, three credit cards, for which he was unable to afford the repayments. He further complained that Halifax failed to provide him with infor... (3 pages)View decision -
Decision Reference DRN1661010
3 Jan 2014 Provident Personal Credit Limited UpheldBanking and creditMr H makes several complaints about loans he took out with Provident Personal Credit Limited. In short, he complains that Provident is guilty of irresponsible lending, maladministration of his account, poor complaint handling and poor customer service.backgroundMr H took out seven Prov... (4 pages)View decision -
Decision Reference DRN-2909131
16 Aug 2021 Vehicle Credit Limited Not upheldConsumer CreditDRN-2909131 The complaint Mr R is unhappy with the service provided by Vehicle Credit Limited (‘VCL’), when they supplied him with a car under a hire purchase agreement. What happened On 8 July 2017, Mr R was supplied with a used car through a hire purchase agreement with VCL. The agreemen... (5 pages)View decision -
Decision Reference DRN9795459
28 Jul 2015 MEM Consumer Finance Limited UpheldBanking and creditMr C has complained that MEM Consumer Finance Limited, trading as Payday UK, lent him money without doing proper checks to show that he could afford to repay it.backgroundIn January and February 2013 Mr C took out three loans with Payday UK. He repaid the first tw... (2 pages)View decision -
Decision Reference DRN-3116146
24 Oct 2021 TFS Loans Limited UpheldConsumer CreditDRN-3116146 The complaint Mr M has complained that TFS Loans Limited (“TFS Loans”) provided him with an unaffordable loan. What happened TFS Loans provided Mr M with a loan of £5,000 in August 2010. This loan had a 48-month term with a monthly repayment amount of £244.80. This all meant th... (4 pages)View decision -
Decision Reference DRN-2293573
30 Oct 2020 S.D. Taylor Limited UpheldConsumer CreditDRN-2293573 The complaint Miss M complains that S.D. Taylor Limited (trading as Loans at Home (LAH)) lent to her irresponsibly. What happened Our adjudicator thought the complaint should be upheld in part. LAH disagreed with the adjudicator’s opinion. The complaint was then passed to an om... (7 pages)View decision -
Decision Reference DRN-1778548
31 Mar 2021 Everyday Lending Limited Not upheldConsumer CreditDRN-1778548 The complaint Mr B says Everyday Lending Limited (ELL) was irresponsible to offer him a loan. What happened Mr B says he applied by phone for a £10,000 loan to consolidate his existing debts in April 2019. ELL asked him to visit a branch to sign the paperwork and bring in recen... (2 pages)View decision