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-4887295
5 Jul 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4887295 The complaint Mr B says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to him. What happened Mr B took out three instalment loans from 118 118 Money and later complained it would have known they were unaffordable had it checked his situation properly. 118 1... (3 pages)View decision -
Decision Reference DRN-5023145
21 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5023145 The complaint Mr L complains Monzo Bank Ltd (“Monzo”): Closed his account with immediate effect and without explanation. Lent to him irresponsibly when increasing his credit card account limit to £4,500. Is unfairly holding him liable for his credit card balance as it ... (6 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-5439431
29 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5439431 The complaint Mr A complains that HSBC UK Bank Plc unfairly defaulted his credit card account. What happened In 2023, Mr A raised a complaint with HSBC about irresponsible lending on his credit card account. When he was unsatisfied with the response from HSBC, he brought it... (4 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-4012051
11 Apr 2023 Barclays Bank UK PLC Not upheldMortgagesDRN-4012051 The complaint Mrs M’s complaint is about a mortgage account and related mortgage current account (MCA) she used to hold with Barclays Bank UK PLC. Mrs M says that the MCA was mis-sold and that it was irresponsible of Barclays to increase the limit on the MCA reserve, as this le... (4 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-1695971
8 Jun 2020 Provident Personal Credit Limited UpheldConsumer CreditDRN-1695971The complaintMrs V complains that Provident Personal Credit Limited, trading as Satsuma, lent to her irresponsibly. What happenedSatsuma lent to Mrs V eight times and these sums ranged from £300 to £1,600 between June 2017 and June 2019. The last loan was approved after Mrs V ha... (4 pages)View decision -
Decision Reference DRN8435410
24 May 2019 Nextcredit Limited UpheldBanking and creditMr N complains that Nextcredit Limited lent to him irresponsibly in relation to a loan approved in June 2017.Mr N complains also that Nextcredit handled his requests poorly which were requests for his repayment dates to be altered, and for the interest to be frozen. ... (5 pages)View decision
