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 DRN5217574
23 May 2018 NewDay Ltd Not upheldBanking and creditMrs V complains that NewDay Ltd acted irresponsibly in allowing her a credit card with an unaffordable limit.backgroundIn September 2015 Mrs V made an online credit card application to NewDay, which was approved with a limit of £900. Mrs V declared an annual household i... (2 pages)View decision -
Decision Reference DRN6824033
20 Apr 2021 Bank of Scotland Plc UpheldBanking and creditMr C complains that Bank of Scotland plc, trading as Halifax (“Halifax”) should not have provided him with loans, an overdraft and a credit card over a number of years. background On 12 February 2021, I issued a provisional decision upholding this complaint. I attach a copy of that provisi... (17 pages)View decision -
Decision Reference DRN-3958960
29 Jun 2023 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3958960 The complaint Miss M complains that Shop Direct Finance Company Limited (SDFC) irresponsibly increased the credit limit on her credit account so she couldn’t afford the repayments. What happened Miss M successfully applied for a credit account with SDFC in October 2017. She was... (3 pages)View decision -
Decision Reference DRN-5469996
21 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5469996 The complaint Miss B, through her representative, complained to Moneybarn No. 1 Limited (Moneybarn) that it had lent to her irresponsibly by approving a finance agreement with which to purchase a car when she was unable to afford. What happened In February 2019, Miss B bough... (3 pages)View decision -
Decision Reference DRN-4626703
9 May 2024 First Response Finance Ltd Not upheldConsumer CreditDRN-4626703 The complaint Mr D and Miss P complain that First Response Finance Ltd (“First Response”) unfairly entered into a hire purchase agreement (“agreement”) with them. They say that the monthly payments to this agreement were unaffordable given their circumstances at the time and th... (4 pages)View decision -
Decision Reference DRN-3126054
18 Feb 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3126054 The complaint Mrs P says J D Williams & Company Limited (“J D Williams”) irresponsibly lent to her. What happened This complaint is about a catalogue shopping account J D Williams provided. The account was opened in November 2015. Mrs P was given an initial credit limit of ... (3 pages)View decision -
Decision Reference DRN-5177425
24 Jan 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5177425 The complaint Mr M complains BMW Financial Services (GB) Limited (BMW) irresponsibly entered into a car finance agreement because it didn’t complete reasonable and proportionate checks to ensure the agreement was affordable for him. What happened Mr M entered into a hire pu... (4 pages)View decision -
Decision Reference DRN1697922
28 Nov 2018 Santander UK Plc Not upheldBanking and creditMiss D complains that Santander UK Plc lent her money she couldn’t pay back. Miss D has been supported in her complaint by her father, Mr D. background Mr D said that Santander had allowed Miss D to run up credit card debt of £6,000. He said that Santander had kept... (3 pages)View decision -
Decision Reference DRN-2713313
14 Jun 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2713313 The complaint Mr M complains of irresponsible lending by Barclays Bank UK PLC (Barclays). He would like his outstanding balance written off, a refund of all interest payments and charges from October 2014 and compensation with 8% statutory interest added. What happened The deta... (2 pages)View decision -
Decision Reference DRN5437464
5 Feb 2014 Barclays Bank Plc Not upheldBanking and creditMr E complains that a personal loan provided by Barclays Bank Plc was irresponsible lending which he cannot afford. He wants the bank to accept its error and provide assistance.backgroundWhen Mr E visited his bank branch in January 2013 he was given the opportunity to discuss his fin... (2 pages)View decision
