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 19751 results
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Decision Reference DRN-5473178
3 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5473178 The complaint Mrs M complains that NewDay Ltd, trading as Amazon Credit Card, made an irresponsible lending decision when they issued her with a credit card. Mrs M is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened In March 2020, Mr... (3 pages)View decision -
Decision Reference DRN-4740728
22 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4740728 The complaint Mrs H says Bank of Scotland plc, trading as Halifax, irresponsibly lent to her and its settlement offer does not recognise the distress she has suffered. What happened On 15 September 2020 Halifax approved an overdraft facility of £100 for Mrs H. On 4 October 2020... (2 pages)View decision -
Decision Reference DRN-2861922
17 Sep 2021 Morses Club PLC UpheldConsumer CreditDRN-2861922 The complaint Mr G says Morses Club PLC lent to him irresponsibly. He says that he was in a debt spiral and so he couldn’t afford the short-term loans. He says that Morses should have made better checks into his financial circumstances, found out about this and not lent to him.... (4 pages)View decision -
Decision Reference DRN-5204552
8 Jan 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5204552 The complaint Mr H complains that Home Retail Group Card Services Limited trading as Argos Card was irresponsible in its lending to him. What happened Mr H was provided with an Argos credit card in April 2020 with an initial credit limit of £1,350. The credit limit was incre... (3 pages)View decision -
Decision Reference DRN7618835
1 Jul 2020 Oakam Ltd UpheldBanking and creditMiss D says Oakam Ltd lent to her irresponsibly.backgroundI sent Miss D and Oakam my provisional findings on this complaint on 28 May 2020. A copy is attached and it forms part of this final decision. I explained to both parties why I planned to uphold this complaint in part and asked them... (7 pages)View decision -
Decision Reference DRN-4206833
29 Jun 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4206833 The complaint Mr J complains that Lloyds Bank PLC lent to him irresponsibly. What happened Mr J applied for a credit card account in June 2009. Lloyds approved the application and opened the account with an initial credit limit of £2000. The credit limit was increased to £2550 ... (3 pages)View decision -
Decision Reference DRN-5838503
24 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5838503 The complaint Miss M complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss M applied for an Aqua credit card in May 2021. In the application, Miss M said she was ear... (4 pages)View decision -
Decision Reference DRN6360327
29 Mar 2019 Casheuronet UK LLC UpheldBanking and creditMr S says CashEuroNet UK LLC, trading as QuickQuid, lent to him irresponsibly.backgroundMr S had two payday loans with QuickQuid. I’ve set out some of the details QuickQuid provided about the loans in the table below.Loan no.AmountStart dateEnd dateOriginal repayment s... (3 pages)View decision -
Decision Reference DRN-3465666
6 May 2022 Barclays Bank UK PLC Not upheldConsumer CreditDRN-3465666 The complaint Mr K complains that Barclays Bank UK PLC made an irresponsible lending decision when it provided him with a loan. And it’s failed to treat him fairly when he’s later found himself in financial difficulties. What happened Mr K took out a personal loan with Barclays... (4 pages)View decision -
Decision Reference DRN3878335
17 Oct 2017 Provident Personal Credit Limited Not upheldBanking and creditMiss M complains that Provident Personal Credit Limited failed to complete adequate affordability checks before issuing her with loans.background Miss M took out 29 loans with Provident Personal Credit Limited (Provident) between 2012 and 2016. She complained to them, earli... (2 pages)View decision
