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
-
Decision Reference DRN-5943863
2 Dec 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5943863 The complaint Mrs E complains that Clydesdale Bank Plc, trading as Virgin Money, blocked her credit card without notice. What happened Mrs E held a credit card with Virgin Money. In July 2025, the credit card was restricted; Virgin Money did so after Mrs E had made a compla... (3 pages)View decision -
Decision Reference DRN-6019198
4 Feb 2026 Lowell Financial Ltd Not upheldConsumer CreditDRN-6019198 The complaint Mr D complains Lowell Financial Ltd (Lowell) are asking him to repay a debt which was irresponsibly lent. He’s also unhappy they didn’t identify there was irresponsible lending when purchasing the account, and that they didn’t take into account his vulnerabilit... (3 pages)View decision -
Decision Reference DRN-4829343
31 Jul 2024 Next Retail Limited Not upheldConsumer CreditDRN-4829343 The complaint Miss C complains about the amount Next Retail Limited (“Next”) refunded to her as part of an irresponsible lending complaint. What happened In July 2020 Miss C entered into a Debt Arrangement Scheme (DAS) and a Debt Payment Programme (DPP) was agreed. Under the... (2 pages)View decision -
Decision Reference DRN-4488413
4 Mar 2024 Vanquis Bank Limited Not upheldConsumer CreditDRN-4488413 The complaint Mr D complains that Vanquis Bank Limited applied a default to his loan account after accepting the loan had been lent irresponsibly and after Mr D had maintained his payments on the agreed repayment plan. What happened Mr D was provided with a loan by Vanquis. He ... (3 pages)View decision -
Decision Reference DRN-4904501
3 Oct 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4904501 The complaint Miss L has complained that Capital One (Europe) plc (“Capital One”), irresponsibly granted her a credit card account, which she couldn’t afford to repay. What happened Miss L took out a credit card with Capital One in March 2021, with a credit limit of £200. T... (3 pages)View decision -
Decision Reference DRN-4710269
22 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4710269 The complaint Mr D complains that although Barclays Bank UK PLC trading as Barclaycard upheld his complaint about irresponsible lending it has said information about his account will remain on his credit file until the outstanding balance has been fully repaid. What happened Mr... (2 pages)View decision -
Decision Reference DRN-4830087
19 Jun 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4830087 The complaint Mr M, through a representative, says Tesco Personal Finance PLC, trading as Tesco Bank, irresponsibly lent to him. What happened Mr M took out a credit card from Tesco Bank in January 2022. He was given a £250 credit limit. Mr M says Tesco Bank failed to conduct p... (2 pages)View decision -
Decision Reference DRN-1894322
3 Dec 2020 Oplo PL Ltd Not upheldConsumer CreditDRN-1894322 The complaint Mr C believes that 1 st Stop Personal Loans Limited lent to him irresponsibly by providing him with an unaffordable loan. What happened Mr C took out a fixed sum loan around June 2015. Mr C doesn't think 1 st Stop carried out the necessary checks on his fina... (2 pages)View decision -
Decision Reference DRN-3020936
1 Sep 2021 Indigo Michael Limited Not upheldConsumer CreditDRN-3020936 The complaint Mr H complained that Indigo Michael Limited, trading as SafetyNet Credit (SNC), lent to him irresponsibly. Mr H later complained that a payment removed from his account in September 2018 was done without his permission and he says was an unauthorised payment to SN... (4 pages)View decision -
Decision Reference DRN1110874
17 May 2017 Lloyds Bank PLC UpheldPayment protection insurance (PPI)Mr P complains that Lloyds Bank Plc (Lloyds):-Charged him twice for the payment protection insurance (PPI) premium in relation to his second loan.-Irresponsibly increased overdraft facilities and provided him with loans despite being aware that he was facing financial... (7 pages)View decision