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 21242 results
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Decision Reference DRN-6095879
5 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6095879 The complaint Ms W complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved her credit card application. What happened Ms W applied for a Virgin Money credit card in July 2023. In her application, Ms W said she was employed full time wi... (3 pages)View decision -
Decision Reference DRN-5927280
4 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5927280 The complaint Mr P’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (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) deci... (3 pages)View decision -
Decision Reference DRN-1034275
7 May 2020 PayPal Europe Sarl & Cie, SCA Not upheldBanking and PaymentsDRN-1034275 The complaintMr W complains that PayPal Europe Sarl & Cie, SCA registered a default on his credit file in relation to his credit account. Mr W made an earlier complaint about irresponsible lending, which isn't dealt with here.What happenedIn December 2017, Mr W applied... (2 pages)View decision -
Decision Reference DRN7709711
4 Jul 2014 NRAM plc Not upheldBanking and creditMiss A and Mr B have complained about irresponsible lending by NRAM plc when it granted them a mortgage in 2007. The complaint has been conducted by Mr B on behalf of himself and Miss A.backgroundIn August 2007 Miss A and Mr B took out a ‘Together’ mortgage with NRAM. Against a purchase ... (2 pages)View decision -
Decision Reference DRN-6146239
13 Feb 2026 Inclusive Finance Limited UpheldConsumer CreditDRN-6146239 The complaint Ms M complains that Inclusive Finance Limited trading as Creditspring was irresponsible in its lending to her. She wants all fees paid refunded and any adverse information recorded on her credit file removed. Ms M also wants compensation for the distress and in... (6 pages)View decision -
Decision Reference DRN-5656349
1 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5656349 The complaint Miss N complains TSB Bank plc lent to her irresponsibly when they approved her application for an overdraft. She’s also complained they failed to adequately monitor her use of the overdraft. What happened Miss N complains about the lending decisions below, and... (3 pages)View decision -
Decision Reference DRN-5727176
7 Aug 2025 Commsave Credit Union Limited Not upheldConsumer CreditDRN-5727176 Complaint Mr M complains that Commsave Credit Union Limited (“Commsave”) is unfairly reporting adverse credit information about him to credit reference agencies. Background Mr M is complaining about a loan that Commsave provided to him in December 2022. The loan was for £7,... (3 pages)View decision -
Decision Reference DRN3283668
2 Jun 2016 Active Securities Limited UpheldBanking and creditMr S complains that Active Securities Limited (trading as 247 Moneybox) irresponsibly granted him payday loans when he was in financial difficulties. His continuous borrowing led to a spiral of debt. He wants the interest and charges refunded.backgroundOur adjudicator f... (2 pages)View decision -
Decision Reference DRN-5705473
4 Dec 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5705473 The complaint Plata Finance Limited provided Mr B with a £2,000 loan in December 2024. Mr B says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute... (2 pages)View decision -
Decision Reference DRN-3709156
4 Oct 2022 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3709156 The complaint Mrs H complains that Moneybarn No. 1 Limited trading as Moneybarn irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In February 2019, Mrs H acquired a used car financed by a conditional sale agreement from Moneybarn... (2 pages)View decision