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 DRN3287238
26 Jul 2018 Virgin Money plc Not upheldBanking and creditMrs I complains that she was mis-sold an interest only mortgage by Virgin Money Plc in 2004. Mrs I was sold a mortgage by Northern Rock, although this borrowing transferred to Virgin Money Plc during the mortgage term. It’s Virgin Money who have responded to this co... (4 pages)View decision -
Decision Reference DRN-4199122
21 Jun 2023 My Finance Club Limited UpheldConsumer CreditDRN-4199122 The complaint Mr M complains that My Finance Club Limited lent to him when he could not afford it. Mr M also complains about the way he was treated and he says that the management of his loan accounts was poor. Mr M is not content about the way his complaint was handled by My F... (11 pages)View decision -
Decision Reference DRN-5619018
17 Oct 2025 Next Retail Limited Not upheldConsumer CreditDRN-5619018 The complaint Next Retail Limited provided Miss B with a catalogue account in June 2022. It had a credit limit of £300. Miss B says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them agai... (2 pages)View decision -
Decision Reference DRN-3963180
17 Feb 2023 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3963180 The complaint Mr R1, represented by Mr R2, says Tesco Personal Finance PLC, trading as Tesco Bank, irresponsibly lent to him. For ease of reading, I will refer to all points made by Mr R2 as being from Mr R1 and I will refer to Mr R1 as Mr R throughout this decision. What happe... (3 pages)View decision -
Decision Reference DRN-3268431
14 Feb 2022 S.D. Taylor Limited UpheldConsumer CreditDRN-3268431 The complaint Ms W, through her representative, complains that S.D. Taylor Limited, trading as loansathome4u (LAH) lent to her irresponsibly. Ms W entered an individual voluntary arrangement (IVA) on 3 March 2020. Ms W’s insolvency practitioners have been made aware of this com... (6 pages)View decision -
Decision Reference DRN6183964
13 Sep 2018 Oakbrook Finance Limited Not upheldBanking and creditMr A complains that Oakbrook Finance Limited (“OFL”) engaged in irresponsible lending to him and relied on incorrect information on his credit file.backgroundMr A says OFL didn’t complete an income and expenditure form when he applied for his loan. He says he under... (2 pages)View decision -
Decision Reference DRN-2443522
16 Jun 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2443522 The complaint Mr M complains that Vanquis Bank Limited should have monitored his account more closely to prevent him from entering a cycle of debt. What happened Mr M initially complained about irresponsible lending by Vanquis when it provided him with a credit card account and... (3 pages)View decision -
Decision Reference DRN-2730818
20 Apr 2021 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-2730818 The complaint Mr K complains that Shop Direct Finance Company Limited, trading as Littlewoods (SDFC) lent to him irresponsibly. . What happened Mr K opened a catalogue shopping account with SDFC in September 2016. His credit limit was increased from £500 to £1000 in April 2017.... (3 pages)View decision -
Decision Reference DRN-5972400
24 Nov 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5972400 The complaint Miss M complains that a loan from Fairscore Limited, trading as Updraft, was unaffordable for her and that it was irresponsible for it to have lent to her. What happened Miss M applied to Updraft for a loan in July 2022 and she entered into a fixed sum loan agr... (3 pages)View decision -
Decision Reference DRN-5702542
30 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5702542 The complaint HSBC UK Bank Plc provided Mr H with a credit card in January 2020. It had a credit limit of £10,000. Mr H says the credit card was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again ... (2 pages)View decision