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-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 -
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-4037982
5 Apr 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4037982 The complaint Mr L complains that Lloyds Bank PLC lent to him irresponsibly. What happened Mr L applied for a credit card with Lloyds in October 2019. Lloyds approved the application and gave Mr L a credit card with a credit limit of £5000. Mr L complained that the lending was ... (2 pages)View decision -
Decision Reference DRN-6024306
9 Jan 2026 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-6024306 The complaint Blue Motor Finance Ltd (‘Blue Motor’) provided Mr J with a hire purchase agreement for a used car. He says the finance was provided irresponsibly and he couldn’t afford to repay it. What happened In December 2024, Mr J was accepted for a hire purchase agreemen... (2 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-5750839
13 Aug 2025 Apfin Ltd UpheldConsumer CreditDRN-5750839 The complaint Miss M argues that APFIN LTD trading as cashasap.co.uk (referred to as “cashasap” throughout) gave her three loans she couldn’t afford to repay. What happened cashasap gave Miss M the following three instalment loans: • Loan one - £300 loan in October 2021 rep... (3 pages)View decision -
Decision Reference DRN-4446384
19 Dec 2023 Santander UK Plc Not upheldConsumer CreditDRN-4446384 The complaint Mrs F says Santander UK Plc irresponsibly lent to her. What happened Mrs F took out a 48-month loan for £9,400 on 5 February 2019. The monthly repayments were £269.20 and the total repayable was £12,921.60. Mrs F says she was in a debt management plan at the time ... (2 pages)View decision -
Decision Reference DRN-3737374
16 Feb 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3737374 The complaint Mrs T complained that Tesco Personal Finance PLC, trading as Tesco Bank (“Tesco”), irresponsibly increased the credit limit on her credit card account such that she couldn’t afford to repay it. What happened Mrs T took out a credit card with Tesco in July 2013, wi... (3 pages)View decision -
Decision Reference DRN-3013849
14 Dec 2021 Northridge Finance Limited Not upheldConsumer CreditDRN-3013849 The complaint Mrs M complains that Northridge Finance Limited (“Northridge”) irresponsibly granted her a loan she couldn’t afford to repay. What happened In April 2015 Mrs M acquired a used car that she financed through a regulated consumer credit agreement with Northridge Fina... (2 pages)View decision -
Decision Reference DRN-3098393
10 Nov 2021 Loans 2 Go Limited UpheldConsumer CreditDRN-3098393 The complaint Mr D says Loans 2 Go Limited lent to him irresponsibly. What happened Mr D took out an 18-month instalment loan for £500 from Loans 2 Go on 10 January 2020. The monthly repayments were £114.28 and the total repayable was £2057.04. Mr D says since taking the loan h... (4 pages)View decision