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-5494879
30 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5494879 The complaint Miss K complains that NewDay Ltd trading as Aqua was irresponsible in its lending to her. What happened Miss K was provided with an Aqua credit card account in December 2021 with an initial credit limit of £1,200. Miss K has explained that she had fled domestic... (4 pages)View decision -
Decision Reference DRN-5153502
3 Dec 2024 Fluro Platform Limited Not upheldConsumer CreditDRN-5153502 The complaint Mr W says Fluro Platform Limited irresponsibly lent to him. What happened Mr W took out a loan for £20,000 over 60 months on 13 November 2023 for home improvements. The monthly repayments were £474.95 and the total repayable was £28,508.80. The loan is now part... (3 pages)View decision -
Decision Reference DRN-3145322
9 Dec 2021 Secure Trust Bank Plc Not upheldConsumer CreditDRN-3145322 The complaint Mr W complains that Secure Trust Bank Plc, trading as Moneyway, irresponsibly granted him a loan he couldn’t afford to repay. What happened In July 2014, Mr W acquired a car. He financed the deal through a hire purchase agreement with Moneyway. Mr W was required t... (2 pages)View decision -
Decision Reference DRN-3654658
15 Nov 2022 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-3654658 The complaint Ms T complains that Capital One (Europe) plc (“Capital One”) irresponsibly provided her with credit she couldn’t afford to repay. What happened Capital One approved a credit card application for Ms T in November 2021. They provided a credit limit of £200 and that ... (2 pages)View decision -
Decision Reference DRN-4235919
12 Jul 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4235919 The complaint Miss E complains that Nationwide Building Society irresponsibly issued, and increased the credit limit on a credit card to her. What happened Miss E successfully applied to Nationwide for a credit card in January 2013. The initial credit limit was £2,800 and the c... (5 pages)View decision -
Decision Reference DRN-4921078
2 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4921078 The complaint Mr F complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing him with a flex running credit account. What happened In May 2023 Monzo granted Mr F an increased credit limit of £5,500. Mr F says that Monzo shouldn’t have granted him the increase... (3 pages)View decision -
Decision Reference DRN-5247063
10 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5247063 The complaint Mr N, through his representative, complains that Lloyds Bank PLC lent to him when he could not afford it. Lloyds approved a credit card for Mr N on 22 March 2018 with a credit limit of £1,000. What happened The card was approved for Mr N in March 2018 with a £... (3 pages)View decision -
Decision Reference DRN-3246973
25 Mar 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3246973 The complaint Miss B complains that Madison CF UK Limited trading as 118118 Money (“MCF”) lent to her in an irresponsible manner. What happened Miss B was given a loan by MCF in December 2019. She borrowed £1,500 and agreed to repay the loan in 18 monthly instalments. Miss B ap... (3 pages)View decision -
Decision Reference DRN-4949259
16 Aug 2024 Santander UK Plc Not upheldConsumer CreditDRN-4949259 The complaint Mr I complains about Santander UK Plc reporting defaults on his credit file in relation to two credit card accounts and a loan account. What happened Briefly, Mr I complained to Santander that it had lent to him irresponsibly in relation to three accounts. He t... (2 pages)View decision -
Decision Reference DRN-4675132
11 Mar 2024 Bank of Scotland Plc UpheldConsumer CreditDRN-4675132 The complaint Mr O is unhappy with Halifax, who is a trading name of Bank of Scotland plc. Mr O complains Halifax lent to him irresponsibly. What happened Mr O has made several complaints to Halifax about irresponsible lending. This decision only addresses his complaint about f... (6 pages)View decision