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 18371 results
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Decision Reference DRN8380058
15 Dec 2015 Lloyds Bank PLC Not upheldBanking and creditMr O has complained about irresponsible lending by Lloyds Bank PLC (Lloyds).backgroundIn 2005, Mr O opened an account with Lloyds. It offered him a credit card with a limit of £500, which he accepted. His spending on the credit card then exceeded the limit and he ran ... (2 pages)View decision -
Decision Reference DRN-5350802
17 Mar 2025 Salary Finance Loans Limited Not upheldConsumer CreditDRN-5350802 The complaint Mr C complains that Salary Finance Limited was irresponsible in its lending to him and hasn’t provided him with the service it should have while managing his loan. What happened Mr C was provided with a £5,500 loan by Salary Finance in April 2024. The loan term... (3 pages)View decision -
Decision Reference DRN4831836
26 Jan 2018 UCB Home Loans Corporation Ltd Not upheldBanking and creditMrs P complains that UCB Home Loans Corporation Ltd (“UCB”) coerced her into fixing her mortgage interest rate for 10 years. She says she’s been overcharged interest as a result. backgroundIn 2008 Mrs P contacted UCB to change mortgage products. She fixed her mortga... (2 pages)View decision -
Decision Reference DRN8528360
11 May 2020 Capital One (Europe) plc UpheldBanking and creditMs J complains that Capital One (Europe) plc (Capital One) allowed her to go over the credit limit on her credit card on a number of occasions. She also thinks the card was mis-sold to her because she says it was supposed to build up her credit score, but she thinks she incurred extra char... (5 pages)View decision -
Decision Reference DRN-3216255
11 Jan 2022 Inclusive Finance Limited Not upheldConsumer CreditDRN-3216255 The complaint Mr R has complained about credit he borrowed with Inclusive Finance Limited, trading as Creditspring (‘Creditspring’). Mr R feels that the lending was irresponsible and also unaffordable. What happened The background to this complaint is well known to both Mr R an... (2 pages)View decision -
Decision Reference DRN-5632944
26 Jun 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5632944 The complaint Miss T complains that Monzo Bank Ltd lent irresponsibly when it approved her loan application. What happened Miss T applied for a £2,000 loan with Monzo on 14 December 2023. In her application, Miss T said she was employed with an annual income of £22,455 that... (3 pages)View decision -
Decision Reference DRN0112376
16 Jan 2019 Active Securities Limited UpheldBanking and creditMiss B has complained about short-term loans granted to her by Active Securities Limited trading as 247 Moneybox.com (“Moneybox” or “the lender”).backgroundI attach my provisional decision of 29 November 2018, which forms part of this final decision and should be read... (20 pages)View decision -
Decision Reference DRN-2593570
22 Mar 2021 Provident Personal Credit Limited Not upheldConsumer CreditDRN-2593570 The complaint Ms S says Provident Personal Credit Limited trading as Satsuma, has not administered her loan accounts correctly. Ms S has tried to arrange a repayment plan for her loans. She says she has not been able to do this due to the actions of Satsuma. And she also says S... (3 pages)View decision -
Decision Reference DRN9241868
8 May 2013 Lloyds TSB Bank Plc Not upheldPayment protection insurance (PPI)This complaint is about two payment protection insurance (PPI) policies taken out in 2003 and 2004 in connection with two loans. Mr J says that Lloyds TSB Bank Plc mis-sold the policies. Mr J has also complained that Lloyds participated in ‘irresponsible lending’ in granting him the two l... (2 pages)View decision -
Decision Reference DRN-5072306
18 Oct 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5072306 The complaint Miss K says Vanquis Bank Limited irresponsibly lent to her. What happened Miss K took out a credit card from Vanquis in November 2021.She was given a £250 credit limit. The account defaulted in June 2022. Miss K says defaulting on this account has had significa... (3 pages)View decision
