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-2009595
28 Aug 2020 MYJAR Limited UpheldConsumer CreditDRN-2009595The complaintMr S says MYJAR Limited irresponsibly lent to him. He also says that MYJAR has applied a default against him incorrectly. What happenedThis complaint is about an instalment loan MYJAR provided to Mr S in June 2018. The amount borrowed was £725 and it was due to be r... (3 pages)View decision -
Decision Reference DRN9780355
1 Feb 2017 HSBC Bank plc Not upheldBanking and creditMr C complains that HSBC Bank Plc acted irresponsibly when it lent him money he couldn’t afford to repay. And he’s unhappy that HSBC continued to chase the arrears on his loan account after he agreed a repayment plan. backgroundMr C says HSBC continually increased th... (3 pages)View decision -
Decision Reference DRN-5902390
28 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5902390 The complaint Mr E complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application. What happened Mr E applied for a Vanquis credit card in May 2019. In his application, Mr E said he was employed part time with an annual income of £12,000... (3 pages)View decision -
Decision Reference DRN-6051809
8 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6051809 The complaint Mr and Mrs A’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), (2) ir... (4 pages)View decision -
Decision Reference DRN-4582094
26 Jan 2024 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4582094 The complaint Mr W complains that PayPal (Europe) Sarl et Cie SCA (“PayPal”) failed to properly consider how his mental health and financial difficulties has affected his ability to repay the balance of his account. What happened Mr W holds a running account credit facility wit... (2 pages)View decision -
Decision Reference DRN6959163
13 Aug 2019 Casheuronet UK LLC Not upheldBanking and creditMiss H says CashEuroNet UK LLC, trading as Pounds to Pocket, lent to her irresponsibly.backgroundMiss H borrowed one instalment loan from Pounds to Pocket in April 2011. The loan amount was £1,050 and it was due to be repaid in 12 monthly instalments of about £160.One of our adjudicators c... (2 pages)View decision -
Decision Reference DRN-5939103
9 Jan 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5939103 The complaint Mr C complained to Barclays Bank UK PLC trading as Tesco Bank that his Tesco Bank loan was provided irresponsibly. He wants the loan provided in June 2024 written off. Mr C is represented by a family member but for ease of reference I have referred to Mr C thro... (3 pages)View decision -
Decision Reference DRN-3004602
18 Oct 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3004602 Complaint Miss O has complained about an overdraft Bank of Scotland (trading as “Halifax”) provided to her. She says the overdraft was unaffordable and shouldn’t have been provided. Background Halifax provided Miss O with a student overdraft for £1,000.00 in February 2017. The ... (2 pages)View decision -
Decision Reference DRN-5224651
25 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5224651 The complaint Miss J complains that NewDay Ltd (trading as Aqua) charged too much interest on her credit card account and would not allow her to do a balance transfer. What happened Miss J says Aqua approved a card and increased the limit to £3,500 even though she had a poo... (3 pages)View decision -
Decision Reference DRN-3608209
2 Aug 2022 Gain Credit LLC Not upheldConsumer CreditDRN-3608209 The complaint Mrs P complained that Gain Credit LLC (trading as ‘Lending Stream’) provided her with unaffordable loans. What happened Mrs P complained about two instalment loans she took out with Lending Stream as follows: Loan No: Date Taken Loan Term Loan Amount Highest Total... (4 pages)View decision