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-2277391
25 Feb 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2277391 The complaint Mr H says that Barclays Bank UK PLC (“Barclays”) increased his credit limit by £5,000 in the space of eight months and that this was irresponsible lending as it didn’t do any affordability checks. He wants Barclays to refund all the interest and any charges he has... (3 pages)View decision -
Decision Reference DRN-4597528
2 Feb 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4597528 The complaint Mrs S complains Creation Consumer Finance Limited irresponsibly lent her a loan. She also complains they didn’t help her when she was in financial difficulties. What happened I issued a provisional decision setting out what’d happened, and what I thought about tha... (5 pages)View decision -
Decision Reference DRN-5748036
17 Oct 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5748036 The complaint Ms M complains Everyday Lending Limited (ELL) lent to her irresponsibly. What happened Ms M complains about the loan below: Date Capital APR Term Monthly repayment Total repayable August 2022 £2,500188.8%24 months £257.82 £6,187.68 The details of this compla... (2 pages)View decision -
Decision Reference DRN-4348188
13 Sep 2023 Lantern Debt Recovery Services Ltd UpheldConsumer CreditDRN-4348188 The complaint Mr C complains Lantern Debt Recovery Services Ltd didn’t carry out due diligence when purchasing his debt from another company. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant eleme... (4 pages)View decision -
Decision Reference DRN-5598538
18 Jun 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5598538 The complaint Miss G has complained that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) acted irresponsibly when it provided her with two loans in 2021 and 2022. She has also complained that it failed to offer to reasonable support when she ran int... (3 pages)View decision -
Decision Reference DRN-4321446
9 Oct 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4321446 The complaint Miss D complains that Barclays Bank UK PLC trading as Barclaycard lent irresponsibly when it approved a credit card in her name. What happened Miss D has explained that she already held a credit card with Barclaycard when she applied for another. In the applicatio... (3 pages)View decision -
Decision Reference DRN-3102246
23 Dec 2021 NewDay Ltd UpheldConsumer CreditDRN-3102246 The complaint Mr H complains that NewDay Ltd (NewDay) closed his credit card account and charged him interest during payment holidays. What happened Mr H had a marbles loan and credit card from NewDay. The loan was for £2,400 payable over 24 months and was repaid. The credit ca... (3 pages)View decision -
Decision Reference DRN-5843962
26 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5843962 The complaint Mrs F complains about the service she received from NewDay Ltd trading as Aqua. What happened Mrs F had an Aqua credit card account. After she raised an irresponsible lending complaint, Aqua closed her account and agreed a payment holiday. Mrs F was unhappy to ... (4 pages)View decision -
Decision Reference DRN5869499
28 Oct 2020 National Westminster Bank Plc UpheldBanking and creditComplaint Miss K has complained about overdraft charges National Westminster Bank Plc (“NatWest”) added to her Select bank account. In essence, she’s said NatWest continued applying these charges when she was in financial difficulty and without any regard to her financial position. Backgro... (14 pages)View decision -
Decision Reference DRN-3053351
27 Sep 2021 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3053351 The complaint Mr M has complained that Lloyds Bank Plc (“Lloyds”) irresponsibly gave him a large overdraft limit. He says that Lloyds ought to have realised he was in significant debt and that he had a gambling problem, and that he would therefore struggle to repay the overdraf... (3 pages)View decision
