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-4766913
8 Aug 2024 PRA Group (UK) Limited Not upheldConsumer CreditDRN-4766913 The complaint Miss J complains about PRA Group (UK) Limited’s decision to use a refund received after she made a successful irresponsible lending complaint to reduce an outstanding balance it previously agreed to write off. What happened In October 2022 PRA purchased a cred... (3 pages)View decision -
Decision Reference DRN2304467
19 Apr 2018 Shop Direct Finance Company Limited Not upheldBanking and creditMr G has complained Shop Direct Finance Company Limited lent to him irresponsibly. backgroundMr G opened an account with Shop Direct in November 2010 and was given a credit limit of £1,000. He doesn’t think Shop Direct should have opened an account for him. It should’... (3 pages)View decision -
Decision Reference DRN-4633985
4 Sep 2024 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-4633985 The complaint Mr M complains that TransUnion International UK Limited (TransUnion) are reporting incorrect information on his credit file. What happened In May 2023, Mr M raised a dispute with TransUnion about two accounts showing on his credit file that he didn’t recognise... (3 pages)View decision -
Decision Reference DRN5137108
14 Feb 2017 Loans 2 Go Limited UpheldBanking and creditMr B complains that Loans 2 Go Limited sold him a loan he couldn’t afford because it didn’t do proper affordability checks. The loan was secured on his car, which was repossessed and sold for much less than it was worth.backgroundIn November 2014 Mr B borrowed a fo... (2 pages)View decision -
Decision Reference DRN9623473
19 Aug 2015 Bank of Scotland Plc UpheldBanking and creditMiss A complains that Bank of Scotland plc (trading as Halifax) acted irresponsibly when it agreed to a loan she could not afford, with an unfairly high interest rate.background In May 2011, Miss A took out a £4,000 loan. Miss A says this represented irresponsible ... (2 pages)View decision -
Decision Reference DRN-5980591
27 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5980591 The complaint Mr and Mrs M complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (6 pages)View decision -
Decision Reference DRN-5462842
16 Apr 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5462842 The complaint Mr O complains Zopa Bank Limited (“Zopa”) hasn’t given him 8% simple interest despite upholding his irresponsible lending complaint. What happened In July 2022 Mr O was provided with a loan for £6,000.00 from Zopa. The loan was due to run for 48 months. In 20... (3 pages)View decision -
Decision Reference DRN-5422089
24 Mar 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5422089 The complaint Miss O complains Cabot Credit Management Group Limited are asking her to repay more towards a debt than they should be. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements o... (4 pages)View decision -
Decision Reference DRN-5891994
3 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5891994 Complaint Mr S has complained about credit cards Barclays Bank UK PLC (trading as “Barclaycard”) provided to him. He says the credit cards and the subsequent limit increases shouldn’t have been provided as they were unaffordable and caused his lending relationships to be unf... (7 pages)View decision -
Decision Reference DRN-4226343
4 Jul 2023 Lantern Debt Recovery Services Ltd UpheldConsumer CreditDRN-4226343 The complaint Miss B complains that Lantern Debt Recovery Services Ltd trading as Lantern (Lantern) are pursuing her for debts brought about by irresponsible lending. What happened Miss B had multiple short-term loans from three businesses that for the purpose of this decision ... (3 pages)View decision