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-5752612
13 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5752612 The complaint Miss R complains that NewDay Ltd trading as Marbles irresponsibly lent to her. What happened Miss R was approved for a Marbles credit card in September 2020 with a £900 credit limit. The credit limit was increased to £1,900 in June 2021. A final credit limit in... (5 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 -
Decision Reference DRN-3435865
25 Apr 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3435865 The complaint Miss M complains that Moneybarn No. 1 Limited irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. Miss M is represented by family members but for ease of reference I have referred to Miss M throughout this decision. What happened I... (3 pages)View decision -
Decision Reference DRN3816723
5 Mar 2018 Avantcredit Of Uk, Llc Not upheldBanking and creditMr G complains about irresponsible lending by AvantCredit of UK, LLC. He says it shouldn’t have given him a fixed-sum loan agreement when he’d already got other loans. He want’s all interest and fees refunded.backgroundMr G complains at the time AvantCredit made the loa... (2 pages)View decision -
Decision Reference DRN-5290450
3 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5290450 Complaint Mr M has complained that Vanquis Bank Limited (“Vanquis”) irresponsibly provided him with a credit card. He’s said that that this impacted on his position going forward and caused him ongoing difficulty. Background This complaint is about a credit card Vanquis ini... (3 pages)View decision -
Decision Reference DRN3973113
26 Jun 2019 Uncle Buck Finance LLP Not upheldBanking and creditMr T complains about Uncle Buck Finance LLP. He says his complaint is about: breach of complaints procedure harassment breach of written contract regarding a repayment plan attempts to ‘syphon’ money from him breach of the loan agreementMr T has also said his co... (6 pages)View decision -
Decision Reference DRN-4374262
31 Oct 2023 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-4374262 The complaint Mr L complains that Tesco Personal Finance PLC (trading as Tesco Bank) was irresponsible to lend to him. What happened Mr L was approved for two loans with Tesco between March 2019 and August 2021 as follows: Loan Date Amount Term Repayment Due Repaid 1 22 Mar 201... (4 pages)View decision -
Decision Reference DRN-5785065
16 Dec 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-5785065 The complaint Miss T complains that PayPal (Europe) Sarl Et Cie SCA (“PayPal”) approved a credit account for her in 2022 when she could not afford it. What happened Miss T took a PayPal Credit account in November 2022 and the initial credit approved for her was £800. It’s a ... (2 pages)View decision -
Decision Reference DRN0281168
30 Sep 2013 Lloyds TSB Bank Plc Not upheldBanking and creditMr A complains that Lloyds TSB Bank plc has been irresponsible by agreeing to loans and overdraft facilities.backgroundLloyds TSB agreed to loan Mr A £2,800 in July 2010 which paid off his overdraft. Then, in October 2011, the bank loaned him almost £6,000 to pay off the existing loan a... (2 pages)View decision -
Decision Reference DRN-3380974
10 Jun 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3380974 The complaint Miss P complains Bank of Scotland plc trading as Halifax (Halifax) refunded some interest and charges having admitted it mis managed her credit card account, but this only covered a short period of time. What happened Miss P says she received a letter from Halifax... (3 pages)View decision