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 DRN5187342
26 Jul 2013 Vanquis Bank Limited Not upheldBanking and creditMs T complains that Vanquis Bank Limited (“Vanquis”) did not respond when she wrote to it about her credit card debt. She says the bank continued to levy charges. She complains about irresponsible lending. backgroundMs T wrote a letter to Vanquis in autumn 2012 saying that she was in fin... (2 pages)View decision -
Decision Reference DRN-5758037
10 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5758037 Complaint Mr T has complained about the overdraft charges HSBC UK Bank Plc (“HSBC”) applied to his account. Mr T is being represented, by the (“representative”), in his complaint. Background Mr T successfully applied for an overdraft on his HSBC current account in July 200... (6 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-5650445
29 Sep 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5650445 The complaint Mr S complains Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) irresponsibly lent because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable for him. What happened Mr S took out a hire purchase ag... (4 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 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 DRN4661861
27 May 2020 J D Williams & Company Limited Not upheldBanking and creditMiss D complains that J D Williams & Company Limited lent irresponsibly when it approved credit limit increases relating to a revolving credit agreement she had. backgroundThe background to this complaint and my initial conclusions are set out in my provisional decision dated 14 April ... (4 pages)View decision -
Decision Reference DRN1400009
9 Sep 2019 HSBC UK Bank Plc Not upheldBanking and creditMrs B complains that the loan HSBC UK Bank Plc gave her in December 2014 was unaffordable.backgroundMrs B said she was in financial difficulties and had health problems when HSBC accepted her application for a loan in 2014. She applied for a consolidation loan of £25,000 and asked HSBC to ... (3 pages)View decision -
Decision Reference DRN-4524178
21 Dec 2023 Lendable Ltd Not upheldBanking and PaymentsDRN-4524178 Complaint Mr M has complained about a credit card Lendable Ltd (trading as “Zable”) provided to him. He says the credit card and the subsequent credit limit increases were irresponsibly provided to him as they were unaffordable and provided while he suffered from a gambling add... (3 pages)View decision -
Decision Reference DRN-4411464
15 Nov 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4411464 The complaint Miss F says Lloyds Bank PLC irresponsibly lent to her. What happened Miss F opened a credit card with Lloyds in November 2012. She was given a £750 credit limit; this was increased to £1,250 in August 2013 and to £1,750 in September 2014. It was then reduced to £1... (2 pages)View decision