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-5512341
12 May 2025 Monzo Bank Ltd UpheldConsumer CreditDRN-5512341 The complaint Mr B complains that Monzo Bank Ltd was irresponsible in its lending to him. What happened Monzo provided Mr B with a £6,000 loan in July 2023. The loan term was 24 months and Mr B was required to make monthly repayments of £283. Mr B said that adequate checks w... (3 pages)View decision -
Decision Reference DRN-3800599
18 Sep 2023 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-3800599 The complaint Mrs A complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, won’t refund to her the money that she paid for some holiday club membership points. Her husband is also involved in her complaint and she’s being represented by a leg... (5 pages)View decision -
Decision Reference DRN-4755320
19 Aug 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4755320 The complaint Mr T complains that Bank of Scotland plc, trading as Halifax put a default on his credit report for a debt he disputes and wasn’t aware of, and this has affected his ability to obtain credit. What happened When Mr T checked his credit report he noticed a defau... (3 pages)View decision -
Decision Reference DRN-4511804
15 Dec 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4511804 The complaint Mr D complains about information recorded on his credit file by Vanquis Bank Limited after he raised a dispute. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr D has a credit card with V... (3 pages)View decision -
Decision Reference DRN0212305
23 Oct 2017 Lending Stream Limited Not upheldBanking and creditMr F complains about irresponsible lending from Lending Stream Limited.backgroundMr F applied for a £245 loan from Lending Stream on 31 August 2011. It was to be repaid in six monthly instalments.Mr F says Lending Stream was irresponsible to lend him the money it did... (1 page)View decision -
Decision Reference DRN-4333659
13 Oct 2023 Nationwide Building Society UpheldConsumer CreditDRN-4333659 The complaint Ms D complains Nationwide Building Society irresponsibly provided her with two unaffordable personal loans. Ms D is represented on her complaint, but for ease I’ll refer to all submissions as though they are her own. What happened Nationwide provided Ms D with the... (4 pages)View decision -
Decision Reference DRN2123549
16 Jul 2013 Blemain Finance Limited Not upheldBanking and creditMr N complains about the activities of Blemain Finance Limited (‘Blemain’) in respect of his loan.background In April 2007 Mr N – through his brokers - took out a self-certified loan over 5 years, partly for the purposes of debt consolidation. The loan was secured as a second charge ove... (2 pages)View decision -
Decision Reference DRN9408494
21 Feb 2014 Carcashpoint Limited Not upheldBanking and creditMr G complains that Carcashpoint Limited misrepresented the terms of his loan agreement, and the loan was unaffordable.backgroundMr G said that CarCashPoint did not ask for any proof of income when he applied for a loan, and this was irresponsible lending. He also said he was not provi... (2 pages)View decision -
Decision Reference DRN8429716
17 May 2019 Mobile Money Limited UpheldBanking and creditMr N has complained about eight logbook loans provided which were provided to him by Mobile Money Limited (“Mobile Money”). He says it was irresponsible for Mobile Money to give him these loans as he could not afford them at the time and proper checks that should’... (19 pages)View decision -
Decision Reference DRN-5620591
1 Jul 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5620591 The complaint Ms W complains that Santander Consumer (UK) Plc lent to her irresponsibly. What happened On 13 September 2009, Ms W entered into a fixed sum loan agreement with Santander to acquire a used vehicle. It was agreed on the following terms: Date Amount of credit Mo... (5 pages)View decision
