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 DRN7913209
31 Jan 2020 Barclays Bank UK PLC Not upheldBanking and creditMrs C complains that Barclays Bank UK PLC, trading as Barclaycard, has lent to her irresponsibly and that it hasn’t treated her fairly. She’s being helped with her complaint by her representative.backgroundMrs C opened a credit card account with Barclaycard in April 1998 and she took out a... (3 pages)View decision -
Decision Reference DRN-4400143
18 Oct 2023 Salad Finance Limited Not upheldConsumer CreditDRN-4400143 The complaint Miss K says Salad Finance Limited, trading as Salad Money, irresponsibly lent to her. What happened Miss K took out a £1,000 loan over 12 months from Salad Money on 12 October 2021. The monthly repayments were £112.58 and the total repayable was £1,347.48. Miss K ... (2 pages)View decision -
Decision Reference DRN3470149
16 Jan 2019 Santander UK Plc UpheldBanking and creditMrs H (as administrator of the estate of Mrs N) complains about irresponsible lending by Santander UK plc.backgroundMrs N took out two loans and two credit cards with Santander. A complaint about one of the loans was made too late for the purpose of our rules, s... (4 pages)View decision -
Decision Reference DRN-3693099
25 Nov 2022 Madison CF UK Limited Not upheldConsumer CreditDRN-3693099 The complaint Mr S complains that Madison CF UK Limited trading as 118 118 Money irresponsibly lent to him. What happened 118 118 Money provided Mr S with a loan of £3,000 on 5 January 2019, repayable over 24 months at the monthly rate of £235.87. Mr S got into difficulties ove... (3 pages)View decision -
Decision Reference DRN-3783447
25 Jan 2023 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-3783447 The complaint Miss C says Tesco Personal Finance PLC irresponsibly lent to her. What happened Miss C took out a loan from Tesco for £6,500 over 60 months in April 2018. The monthly repayments were £152.47 and the total repayable was £9,163.20. Miss C says she had to take out ot... (2 pages)View decision -
Decision Reference DRN9241868
8 May 2013 Lloyds TSB Bank Plc Not upheldPayment protection insurance (PPI)This complaint is about two payment protection insurance (PPI) policies taken out in 2003 and 2004 in connection with two loans. Mr J says that Lloyds TSB Bank Plc mis-sold the policies. Mr J has also complained that Lloyds participated in ‘irresponsible lending’ in granting him the two l... (2 pages)View decision -
Decision Reference DRN-5072306
18 Oct 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5072306 The complaint Miss K says Vanquis Bank Limited irresponsibly lent to her. What happened Miss K took out a credit card from Vanquis in November 2021.She was given a £250 credit limit. The account defaulted in June 2022. Miss K says defaulting on this account has had significa... (3 pages)View decision -
Decision Reference DRN-5360449
4 Mar 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5360449 The complaint Mrs H complains J D Williams & Company Limited trading as Simply Be (JDW) won’t pay a refund for irresponsible lending on a store card directly to her. What happened Mrs H originally raised an irresponsible lending complaint to JDW. JDW accepted they’d irre... (4 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 -
Decision Reference DRN4448324
21 Apr 2015 Steven George Murray UpheldBanking and creditMr M complains that Steven George Murray (trading as Uncle Buck) irresponsibly lent him money. background Mr M took out a number of payday loans with Uncle Buck over about a five year period. Each time the original loan was rolled over and it took some time before... (2 pages)View decision
