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 19711 results
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Decision Reference DRN-5635944
19 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5635944 Complaint Mrs P has complained that Lloyds Bank PLC (“Lloyds”) irresponsibly provided a credit card as well as a subsequent credit limit increase to her. She says that Lloyds provided her with this card and then increased her credit limit to unaffordable levels. She’s said ... (6 pages)View decision -
Decision Reference DRN-5171959
11 Dec 2024 Metro Bank PLC UpheldConsumer CreditDRN-5171959 The complaint Miss T complains that Metro Bank PLC (Metro Bank), trading as RateSetter, haven’t responded to her Data Subject Access Request (DSAR). Miss T has been represented by Mr M in this complaint. For ease, and because Miss T is the account holder, I’ll refer only to ... (2 pages)View decision -
Decision Reference DRN-2946140
28 Jul 2021 Capital One (Europe) plc UpheldBanking and PaymentsDRN-2946140 The complaint Ms J complains that lending made to her by Capital One (Europe) plc was irresponsible. What happened Ms J said that she took out two cards with Capital One which had high credit limits. She said that when Capital One agreed to lend her this money, late 2015 and e... (3 pages)View decision -
Decision Reference DRN7415605
27 Mar 2020 Provident Personal Credit Limited UpheldBanking and creditMs C complains that Provident Personal Credit Limited was irresponsible when it provided her with 18 loans between June 2006 and December 2014.backgroundThe 18 loans Provident provided to Ms C were home-collected loans. This meant that a Provident agent engaged with Ms C at her home during... (6 pages)View decision -
Decision Reference DRN3232287
27 Jun 2018 PDL Finance Limited Not upheldBanking and creditMr L complains that PDL Finance Limited (PDL) lent money to him but its decision was irresponsible. And the third party’s method of recovering the money owed has been ‘unfair and unsuitable’.background PDL approved one loan to Mr L for £450 on 4 June 2013. The ... (3 pages)View decision -
Decision Reference DRN-4675100
17 Jun 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4675100 The complaint Mrs H complains that Barclays Bank UK PLC trading as Barclaycard acted unfairly by failing to set up a payment plan for a credit card account she held with it when she was experiencing financial difficulties. What happened Mrs H has held a credit card account with... (3 pages)View decision -
Decision Reference DRN-3590512
12 Jul 2022 Oplo PL Ltd UpheldConsumer CreditDRN-3590512 The complaint Miss S complains that Oplo PL Ltd lent her money on a high cost loan irresponsibly, such that she couldn’t afford to repay it. What happened Oplo provided Miss S with a loan of £3,000 on 28 January 2015 repayable at the rate of around £127 a month over a period of... (3 pages)View decision -
Decision Reference DRN2083940
19 Jun 2017 Santander UK Plc Not upheldBanking and creditMr R complains Santander UK Plc acted irresponsibly when it allowed him to take two loans and allowed him steadily to increase his overdraft when he already had several pay day loans, a gambling addiction and other debts. backgroundMr R had a gambling addiction and dur... (2 pages)View decision -
Decision Reference DRN5586488
29 Jul 2015 WDFC UK Limited UpheldBanking and creditMiss S has complained that WDFC UK Limited lent to her irresponsibly. She also feels she was wrongly told the loans would improve her credit rating.backgroundIt appears that Miss S took out 38 loans from WDFC between 2011 and 2014, but that she only made very smal... (2 pages)View decision -
Decision Reference DRN8871207
14 May 2015 Mobile Money Limited Not upheldBanking and creditMr P complains that Mobile Money Limited (“MML”) did not check his credit file and bank statements before providing him with 12 loans from 2008 - 2014, and that it acted irresponsibly in providing him with these loans.backgroundMr P took out 12 loans with MML secure... (3 pages)View decision
