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 DRN2104475
16 Dec 2018 Gain Credit LLC UpheldBanking and creditMr W has complained about short-term loans granted to him by Gain Credit LLC trading as Lending Stream.Mr W says that Lending Stream didn’t carry out proper affordability checks and so lent to him when he couldn’t afford to repay. He says that his credit reports w... (22 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 DRN-3457854
14 Jun 2022 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-3457854 The complaint Mr W complains that Shop Direct Finance Company Limited trading as Littlewoods and Very (‘Shop Direct’) irresponsibly gave him two running account credit facilities that he couldn’t afford. What happened In October 2018, Mr W applied for two credit accounts with S... (2 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-3761265
28 Nov 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3761265 The complaint Mr B says Tesco Personal Finance PLC trading as Tesco Bank (‘Tesco Bank’) irresponsibly lent to him. What happened This complaint is about a credit card account Tesco Bank provided. The account was opened in April 2014. Mr B was given an initial credit limit of £1... (3 pages)View decision -
Decision Reference DRN-3579470
15 Jul 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3579470 The complaint Mr O complains that NewDay Ltd (“NewDay”), trading as Aqua, irresponsibly granted him a credit card account that he couldn’t afford to repay. What happened Mr O entered into an agreement with NewDay to have access to credit with an account that was opened for him ... (2 pages)View decision -
Decision Reference DRN-4802572
5 Jun 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4802572 Complaint Mr U has complained that Shop Direct Finance Company Limited (trading as “Very”) irresponsibly provided him with a catalogue shopping account. Background Mr U was provided with a catalogue shopping account which had an initial limit of £600 by Very in November 2022. T... (3 pages)View decision -
Decision Reference DRN-5601312
24 Jun 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5601312 The complaint Mr N complains that Capital One (Europe) plc (“Capital One”) acted irresponsibly in giving him a credit card with a £200 credit limit and stopped taking repayments from his pre-paid credit card which resulted in a County Court Judgement (CCJ) against him for ... (3 pages)View decision