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 18463 results
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Decision Reference DRN-3380974
10 Jun 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3380974 The complaint Miss P complains Bank of Scotland plc trading as Halifax (Halifax) refunded some interest and charges having admitted it mis managed her credit card account, but this only covered a short period of time. What happened Miss P says she received a letter from Halifax... (3 pages)View decision -
Decision Reference DRN4104489
14 May 2018 WDFC UK Limited UpheldBanking and creditMr C complains WDFC UK Limited, trading as Wonga, lent to him irresponsibly.backgroundI issued a provisional decision on 14 June 2018, explaining why I thought this complaint should be upheld. A copy of the provisional is attached and forms part of this final decision... (4 pages)View decision -
Decision Reference DRN4003908
25 Jun 2019 Black Horse Limited Not upheldBanking and creditMr H complains on behalf of Ms H, a friend, of irresponsible lending by Black Horse Limited (trading as Landrover Financial Services (LRFS)) leading to negative information on Ms H’s credit file. Ms H would like the negative data removed. And compensation to cover legal fees and the stress... (6 pages)View decision -
Decision Reference DRN-4760540
24 Apr 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4760540 The complaint Mrs T says Vanquis Bank Limited irresponsibly lent to her. What happened Mrs T applied for a credit card from Vanquis in August 2023. Her application was accepted and Vanquis gave her a £1,200 credit limit. Mrs T says Vanquis did not complete sufficient checks. It... (3 pages)View decision -
Decision Reference DRN6055776
24 Feb 2016 Casheuronet UK LLC Not upheldBanking and creditMr H complains that Casheuronet UK LLC (trading as Quick Quid) sent him marketing material to apply for another loan after he had complained about irresponsible lending.backgroundMr H explains that he made a complaint about irresponsible lending. As soon as that complaint... (2 pages)View decision -
Decision Reference DRN-4766913
8 Aug 2024 PRA Group (UK) Limited Not upheldConsumer CreditDRN-4766913 The complaint Miss J complains about PRA Group (UK) Limited’s decision to use a refund received after she made a successful irresponsible lending complaint to reduce an outstanding balance it previously agreed to write off. What happened In October 2022 PRA purchased a cred... (3 pages)View decision -
Decision Reference DRN-3819490
9 Dec 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3819490 The complaint The executor representing the estate of Mrs S complains that Barclays Bank UK PLC trading as Barclaycard lent irresponsibly to Mrs S. What happened In 2021, Mrs S passed away and her executor was appointed to her estate. When going through paperwork relating to Mr... (3 pages)View decision -
Decision Reference DRN-4503912
7 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4503912 The complaint Miss F complains about the way in which Bank of Scotland plc trading as Halifax handled her DSAR request. What happened In March 2023 Miss F made a DSAR to Halifax as part of her complaint about irresponsible lending. When Miss F received the DSAR it was outside o... (2 pages)View decision -
Decision Reference DRN2304467
19 Apr 2018 Shop Direct Finance Company Limited Not upheldBanking and creditMr G has complained Shop Direct Finance Company Limited lent to him irresponsibly. backgroundMr G opened an account with Shop Direct in November 2010 and was given a credit limit of £1,000. He doesn’t think Shop Direct should have opened an account for him. It should’... (3 pages)View decision -
Decision Reference DRN-3989572
28 Feb 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-3989572 The complaint Miss J complains that Capital One (Europe) plc irresponsibly lent to her. What happened Miss J applied for a credit card online on 6 August 2019, she was given a credit limit of £1.500. The credit limit wasn’t increased at any stage. The account defaulted in March... (2 pages)View decision
