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-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 -
Decision Reference DRN-2836379
28 May 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2836379 The complaint Mr B complains that Barclays Bank UK Plc (Barclays) sent him a new credit card after he’d informed it about his gambling problems. What happened I’ve already issued a provisional decision on this case, setting out the background and what I was minded to conclude: ... (5 pages)View decision -
Decision Reference DRN-5891070
8 Jan 2026 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5891070 The complaint Mr W complains PRA Group (UK) Limited trading as PRA Group: • Bought his account when the original debt was irresponsibly lent • Have said they’d only consider closing the account if he provides a significant amount of additional information • Haven’t offered a... (3 pages)View decision -
Decision Reference DRN-4640881
7 Mar 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-4640881 The complaint Mr O complains that Capquest Debt Recovery Limited (Capquest) are chasing him for a debt he believes was lent to him irresponsibly and sold without warning. He also complains that he hasn’t been provided with evidence the debt was legally purchased. What happe... (3 pages)View decision -
Decision Reference DRN6587814
22 Aug 2018 WDFC UK Limited UpheldBanking and creditMiss H complains that WDFC UK Limited (trading as Wonga) gave her loans she could not afford. Miss H also complains that her personal details were taken when her account was accessed by an unauthorised user. backgroundMy provisional decision dated 20 July 2018 is attache... (19 pages)View decision -
Decision Reference DRN-5840061
12 Nov 2025 The Claims Experts Ltd Not upheldClaims ManagementDRN-5840061 The complaint Miss G is unhappy with the service provided by The Claims Experts Ltd trading as Impakt Claims (Impakt) after it dealt with irresponsible lending complaints on her behalf. What happened Miss G instructed Impakt to deal with irresponsible lending complaints aga... (3 pages)View decision -
Decision Reference DRN-3996788
9 Mar 2023 Lendable Ltd UpheldConsumer CreditDRN-3996788 The complaint Mr S complains that Lendable Ltd lent to him irresponsibly. What happened Mr S’s complaint is about a loan provided by Lendable. The loan was advanced in April 2022 for £5000 over a term of 60 months with monthly repayments of £107.90. Mr S says the lending was ir... (2 pages)View decision -
Decision Reference DRN-3759495
17 Nov 2022 Morses Club PLC UpheldConsumer CreditDRN-3759495 The complaint Mr A complains that Morses Club PLC lent to him irresponsibly. Mr A also complains that the breathing space period he agreed with Morses, alternatively he was in (pursuant to regulations), was breached by Morses in that it sent to him a notice of intended default.... (8 pages)View decision -
Decision Reference DRN-2821328
12 Aug 2021 Quidie Limited Not upheldConsumer CreditDRN-2821328 The complaint Mr J complains that Quidie Limited, trading as Fernovo, lent to him irresponsibly in 2018. Mr J also complains that he wrote to Quidie in February 2019 asking for help with repaying the loan and he says he received no help. He also complains that he has been subje... (4 pages)View decision -
Decision Reference DRN5191592
14 Feb 2018 Shop Direct Finance Company Limited Not upheldBanking and creditMiss C complains that Shop Direct Finance Company Limited engaged in irresponsible lending in relation to her credit account.backgroundMiss C complained to SDF about this matter. And, being unhappy with its response, she complained to this service.Miss C says SDF added ... (2 pages)View decision