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-5213951
16 Dec 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5213951 The complaint Mr T has complained that Moneybarn No. 1 Limited acted irresponsibly when it provided him with a finance agreement in March 2022. Background Mr T approved for a finance agreement with Moneybarn in March 2022. The agreement was for £15,000 over 60 months and Mr ... (3 pages)View decision -
Decision Reference DRN-5635944
19 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5635944 Complaint Mrs P has complained that Lloyds Bank PLC (“Lloyds”) irresponsibly provided a credit card as well as a subsequent credit limit increase to her. She says that Lloyds provided her with this card and then increased her credit limit to unaffordable levels. She’s said ... (6 pages)View decision -
Decision Reference DRN0902924
11 Feb 2019 HSBC UK Bank Plc Not upheldBanking and creditMr and Mrs A complain that HSBC UK Bank Plc gave them the wrong information when they took out a personal loan.backgroundIn February 2018 Mr and Mrs A applied for an HSBC loan. The interest rate was high but they told us HSBC said they could go back to their local... (2 pages)View decision -
Decision Reference DRN6918894
16 Mar 2020 Avantcredit Of Uk, Llc Not upheldBanking and creditMr G says AvantCredit of UK, LLC (AvantCredit) acted unfairly when it lent him money in 2015.backgroundIn September 2015, AvantCredit lent Mr G £2,000, which Mr G agreed to repay, with interest, over 35 months. The monthly instalment was £116.95, so if Mr G made all the payments on time he... (2 pages)View decision -
Decision Reference DRN-4739282
14 Oct 2024 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4739282 Complaint Mr S is unhappy with what Clydesdale Financial Services Limited (trading as Barclays Partner Finance “Barclays PF”) has done in order to settle a complaint he’s made. Mr S complained that Barclays PF failed to carry out any affordability checks and he also complai... (4 pages)View decision -
Decision Reference DRN-5442466
11 Aug 2025 First Rate Credit Union Limited Not upheldConsumer CreditDRN-5442466 The complaint Miss M is complaining that First Rate Credit Union Limited (FRCUL) lent to her irresponsibly by providing her with a personal loan. What happened In December 2023, Miss M applied for a loan with FRCUL. They lent her £9,000 over a five- year term. The loan requi... (4 pages)View decision -
Decision Reference DRN-6050664
13 Feb 2026 Fairscore Ltd Not upheldConsumer CreditDRN-6050664 The complaint Fairscore Ltd, trading as Updraft, provided Miss K with the following loan: Date Amount Monthly repayments Term (months) February 2025 £4,500£144.67 48 Miss K says the loan was unaffordable and provided irresponsibly. What happened The details of this compla... (2 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 DRN7415605
27 Mar 2020 Provident Personal Credit Limited UpheldBanking and creditMs C complains that Provident Personal Credit Limited was irresponsible when it provided her with 18 loans between June 2006 and December 2014.backgroundThe 18 loans Provident provided to Ms C were home-collected loans. This meant that a Provident agent engaged with Ms C at her home during... (6 pages)View decision -
Decision Reference DRN-2946140
28 Jul 2021 Capital One (Europe) plc UpheldBanking and PaymentsDRN-2946140 The complaint Ms J complains that lending made to her by Capital One (Europe) plc was irresponsible. What happened Ms J said that she took out two cards with Capital One which had high credit limits. She said that when Capital One agreed to lend her this money, late 2015 and e... (3 pages)View decision