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-4592241
26 Jul 2024 Next Retail Limited Not upheldConsumer CreditDRN-4592241 The complaint Mr S complains about Next Retail Limited reporting an arrangement to pay on his credit file. What happened Mr S has a catalogue shopping account with Next. In 2018, Next increased the credit limit on his account from £150 to £3,750. Not long afterwards, Mr S go... (2 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-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 DRN2271608
21 Dec 2018 Casheuronet UK LLC UpheldBanking and creditMr R has complained about short-term loans granted to him by CashEuroNet UK LLC trading as Quick Quid (“Quick Quid” or “the lender”).backgroundI set out the circumstances leading to this complaint and my initial conclusions in a provisional decision to both parties ... (33 pages)View decision -
Decision Reference DRN6147516
1 May 2018 Amigo Loans Ltd Not upheldBanking and creditMr W complains that Amigo Loans Ltd engaged in irresponsible lending to him.backgroundMr W says Amigo shouldn’t have made loans to him. He says if it had looked into his finances in more detail it would’ve seen he was in a lot of debt which spiralled out of contro... (2 pages)View decision -
Decision Reference DRN-5271217
28 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5271217 Complaint Mrs C is unhappy with what Bank of Scotland Plc (trading as “Halifax”) has agreed to do to put things right after she complained about having unfairly been provided with an overdraft. Background In November 2017, Halifax provided Mrs C with an overdraft that had a... (3 pages)View decision -
Decision Reference DRN-3577915
29 Jul 2022 Advantage Finance Ltd Not upheldConsumer CreditDRN-3577915 The complaint Mr M and Mrs M complain that Advantage Finance Ltd irresponsibly granted them two hire purchase agreements they couldn’t afford to repay. What happened In August 2014, Mr M and Mrs M acquired a used car financed by a hire purchase agreement (Agreement 1) from Adva... (3 pages)View decision -
Decision Reference DRN6641088
14 Apr 2020 S.D. Taylor Limited UpheldBanking and creditMrs T complains about irresponsible lending for home credit loans approved for her by SD Taylor Limited. She says that “They did not take the correct actions to ensure the loans were affordable and stop lending. I was in a lot of debt and they kept offering these loans.”backgroundMrs T com... (4 pages)View decision -
Decision Reference DRN-2019618
2 Dec 2020 Provident Personal Credit Limited Not upheldConsumer CreditDRN-2019618 The complaint Ms A says that she did not receive visits from a Provident agent regularly at times. This made it harder to repay her loans. She also says that Provident Personal Credit Limited lent to her irresponsibly. I’ve looked at this part of her complaint separately. What ... (2 pages)View decision