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
-
Decision Reference DRN-5237375
3 Jan 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5237375 The complaint Miss D complains that Tesco Personal Finance Limited trading as Tesco Bank irresponsibly lent to her. What happened Miss D applied for a Tesco credit card in August 2023, and her application was accepted. She was given a £8,500 credit limit. Miss D says that Te... (2 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 DRN-3359870
22 Jun 2022 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-3359870 The complaint Mr G complains that Capital One (Europe) plc (‘Capital One’) irresponsibly gave him a credit card account that he couldn’t afford. What happened On 29 July 2015, Mr G applied for and was given a credit card account with Capital One with a credit limit of £200. The... (2 pages)View decision -
Decision Reference DRN-2715453
14 Apr 2021 Hoist Finance UK Limited Not upheldConsumer CreditDRN-2715453 The complaint Mr D has complained that Hoist Finance UK Limited didn’t send him the documents he asked for. What happened This complaint is about a credit card account from 2013, which was sold to Hoist in 2018. In 2020, Mr D asked Hoist for certain documents such as the credit... (2 pages)View decision -
Decision Reference DRN-5706861
4 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5706861 The complaint Monzo Bank Ltd (“Monzo”) provided Mr M with an overdraft with a credit limit of £250 on 18 July 2023. Mr M says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here... (3 pages)View decision -
Decision Reference DRN-5008578
19 Sep 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-5008578 The complaint Miss Q has complained that National Westminster Bank Plc (“NatWest”) gave her a loan she couldn’t afford to repay because it didn’t carry out sufficient affordability checks. Miss Q has also raised a number of other points including that she didn’t understand ... (4 pages)View decision -
Decision Reference DRN-3704621
27 Sep 2022 Lloyds Bank PLC UpheldConsumer CreditDRN-3704621 The complaint Mr R complains through his representative (a relative) that Lloyds Bank PLC lent him monies on two loans he was unable to afford to repay. What happened Lloyds provided Mr R with the following loans: Date Amount Period of loan Monthly instalment* Loan 1 20/7/18 £5... (4 pages)View decision -
Decision Reference DRN-3757746
25 Oct 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3757746 The complaint Mr M has complained that NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr M opened a credit card account with NewDay (trading as Aqua) in April 2021. His credit limit was £900. In August 2021 it was increased to £1,200. Mr M is represented by... (2 pages)View decision -
Decision Reference DRN-5216943
19 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5216943 The complaint Mr C, represented by a third party, complains that NewDay was irresponsible in its lending to him. What happened In April 2017 NewDay provided Mr C with a credit card with an initial limit of £300. The limit was increased on five occasions bringing it to £4,85... (3 pages)View decision -
Decision Reference DRN-5253654
10 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5253654 The complaint Mrs L says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Mrs L took out an Aqua credit card from NewDay in December 2023. She was given a £1,200 credit limit. This was increased to £2,400 in April 2024. Mrs L says the repayments are unaf... (3 pages)View decision