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 18463 results
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Decision Reference DRN-2836379
28 May 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2836379 The complaint Mr B complains that Barclays Bank UK Plc (Barclays) sent him a new credit card after he’d informed it about his gambling problems. What happened I’ve already issued a provisional decision on this case, setting out the background and what I was minded to conclude: ... (5 pages)View decision -
Decision Reference DRN-3521323
25 Aug 2022 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3521323 The complaint Mr B complains that Moneybarn No.1 Limited irresponsibly granted him credit under a conditional sale agreement he couldn’t afford to repay. What happened In April 2016 Mr B acquired a used car financed by a conditional sale agreement from Moneybarn. Mr B was requ... (3 pages)View decision -
Decision Reference DRN4649221
8 Jan 2014 Santander UK Plc UpheldBanking and creditMrs G complains that Santander UK Plc (‘the bank’) lent irresponsibly to her. backgroundOur adjudicator agreed to an extent, and recommended that the bank write off part of what Mrs G owed. This would broadly have the effect of putting her back in the position she was in before the irr... (2 pages)View decision -
Decision Reference DRN-4827232
31 May 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4827232 The Complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (‘Shawbrook’) acted unfairly and unreasonably by (1) participating in an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (the ‘CCA’) and (2) deciding again... (4 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 DRN-4490007
1 Dec 2023 Match the Cash Limited Not upheldConsumer CreditDRN-4490007 The complaint Ms B complains that Match the Cash Limited trading as www.Guarantormyloan.co.uk (‘Match the Cash’) irresponsibly gave her a loan that she couldn’t afford in 2020. What happened On 19 February 2020, Ms B applied for a loan with Match the Cash. The loan amount was £... (3 pages)View decision -
Decision Reference DRN6587814
22 Aug 2018 WDFC UK Limited UpheldBanking and creditMiss H complains that WDFC UK Limited (trading as Wonga) gave her loans she could not afford. Miss H also complains that her personal details were taken when her account was accessed by an unauthorised user. backgroundMy provisional decision dated 20 July 2018 is attache... (19 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 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-5423558
23 May 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-5423558 The complaint Miss L 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 L took a PayPal Credit account in March 2022 and the credit limit approved for her was £800. It’s a revol... (3 pages)View decision
