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-6118262
30 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6118262 The complaint Mr E complains that HSBC UK Bank Plc (‘HSBC’) acted irresponsibly by providing him with increases to an overdraft facility in September 2019. What happened HSBC agreed to give Mr E several increases to his overdraft in September 2019, when it went from £50 to ... (2 pages)View decision -
Decision Reference DRN9169306
25 Oct 2019 Casheuronet UK LLC UpheldBanking and creditMr K complains that CashEuroNet UK LLC lent to him irresponsibly. At the time of the loan approval in February 2015 it traded as Pounds to Pocket. A name change means it trades more recently as OnStride. I will refer to it as CashEuroNet. backgroundMr K applied for one loan. CashEuroNet ap... (5 pages)View decision -
Decision Reference DRN-3561431
24 Jun 2022 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3561431 The complaint Ms M says Vanquis Bank Limited (“Vanquis”) irresponsibly lent to her. What happened This complaint is about a credit card Vanquis provided. Our adjudicator upheld Ms M’s complaint, as it believed the lending was unaffordable. Vanquis asked for some evidence from u... (2 pages)View decision -
Decision Reference DRN-4706718
15 Apr 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-4706718 The complaint Mrs C complains that Loans 2 Go Limited (“Loans 2 Go”) shouldn’t have lent to her because it ought reasonably to have realised that she might struggle to make her repayments. Mrs C has brought her complaint through a representative, so references to her submission... (2 pages)View decision -
Decision Reference DRN-5394059
13 Mar 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5394059 The complaint Mr R complains ACI-UK Limited haven’t removed a default applied to his credit file for a debt they hold when he thinks they should. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevan... (5 pages)View decision -
Decision Reference DRN-5811506
15 Sep 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5811506 The complaint Mr and Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (‘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 (‘CCA’). (2) Deciding against... (4 pages)View decision -
Decision Reference DRN-5623434
23 Sep 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5623434 The complaint Admiral Financial Services Limited provided Miss M with a £3,000 loan in 2023, and it had a 24-month term. The total amount repayable was £4,225.20 with monthly repayments of £176.05. Miss M says the loan was provided irresponsibly. What happened The details o... (2 pages)View decision -
Decision Reference DRN7800949
10 Jun 2015 Nextcredit Limited UpheldBanking and creditMr B has complained that Nextcredit Limited granted him a number of loans that were unaffordable and unsuitable.backgroundMr B entered into eight high-cost short-term loans with Nextcredit between December 2012 and October 2013. He feels that these were unaffordable, as ... (2 pages)View decision -
Decision Reference DRN-3439108
24 May 2022 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-3439108 The complaint Miss M complains that Creation Consumer Finance Ltd (“Creation”), trading as Creation, irresponsibly granted her a fixed sum loan agreement she couldn’t afford to repay. What happened In August 2018, entered into a fixed sum loan agreement with Creation in order t... (2 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