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-4522384
22 Apr 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4522384 The complaint Mr E complains that Zopa Bank Limited (“Zopa”) irresponsibly granted him two credit cards he couldn’t afford to repay. What happened In February 2022 Mr E entered into an agreement with Zopa to have access to credit by way of a credit card account. He was given a ... (2 pages)View decision -
Decision Reference DRN-3835677
1 Dec 2022 MBNA Limited UpheldBanking and PaymentsDRN-3835677 The complaint Mr B complains that MBNA Limited irresponsibly lent to him. What happened Mr B opened a credit card account with MBNA in August 2016. His credit limit was set at £7,500 and increased to £9,300 in April 2017. He opened a second credit card in February 2017 and his ... (3 pages)View decision -
Decision Reference DRN7441370
20 Sep 2018 Mobile Money Limited Not upheldBanking and creditMr T complains that Mobile Money Limited (“MML”) engaged in irresponsible lending to him.backgroundMr T says he took out a logbook loan with MML in March 2017 repayable over 18 months and he took out a top up loan with it in September 2017, repayable over 36 mont... (5 pages)View decision -
Decision Reference DRN2384153
29 May 2020 arvato Financial Solutions Limited Not upheldBanking and creditMr H complains Arvato Financial Solutions Limited (AFS) have treated him unfairly. He says it hasn’t properly communicated with all parties and as a result his credit file has been adversely affected. backgroundOn 27 August 2013, Mr H took out a loan with a third party provider. On 16 Octo... (3 pages)View decision -
Decision Reference DRN-5009007
23 Sep 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-5009007 The complaint Miss M complains about issues with her loan account, including that Loans 2 Go Limited hasn’t sent account statements to her and that the amount outstanding doesn’t reflect her loan repayments. What happened Miss M entered into a fixed sum loan agreement with L... (4 pages)View decision -
Decision Reference DRN-4940497
16 Aug 2024 Lloyds Bank PLC Not upheldConsumer CreditDRN-4940497 The complaint Mrs W, represented by a family member Mr N, complains that Lloyds Bank PLC was irresponsible in its lending to her. What happened Mrs W was provided with a £20,000 loan by Lloyds in July 2023. Mr N says that Mrs W had become mentally ill around April/May 2023, ... (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-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 DRN-5544905
8 May 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5544905 The complaint X complains HSBC UK Bank Plc (“HSBC”) lent three loans to them irresponsibly between 2006 and 2008. What happened In July 2006, X was provided with a flexi-loan for £2,000. Then in May 2007 a loan for £5,000 was provided – around £4,500 was used to consolidate... (5 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
