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-3917115
26 Jan 2023 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-3917115 The complaint Mr M complains that Marks & Spencer Financial Services Plc trading as M&S Bank (‘M&S Bank’) irresponsibly gave him a credit card that he couldn’t afford. What happened 18 May 2011 Mr M applied for a credit card online with M&S Bank. He was given an... (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-6002203
8 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6002203 The complaint HSBC UK Bank Plc provided Mr W with a credit card in September 2008. It’s not clear what the credit limit was or if it was ever increased, but in December 2020 it was £6,500. On 14 January 2025, Mr W complained to HSBC saying had lent to him irresponsibly. What... (2 pages)View decision -
Decision Reference DRN-5672440
10 Dec 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5672440 The complaint Creation Consumer Finance Ltd (Creation) provided Mrs S with a loan for £10,000 in 2018. Mrs S 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. The facts a... (2 pages)View decision -
Decision Reference DRN-4639116
5 Mar 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4639116 The complaint Mr H says Zopa Bank Limited irresponsibly lent to him. What happened Mr H took out a loan for £12,500 over 24 months on 22 June 2023. The monthly repayments were £628.80 and the total repayable was £15,091.29. Mr H complained to Zopa that the loan should never hav... (2 pages)View decision -
Decision Reference DRN8845451
25 Apr 2019 Casheuronet UK LLC UpheldBanking and creditMs W has complained about a series of short term loans she took out with Casheuronet UK LLC (under its two trading names of Quick Quid and Pounds to Pocket). Ms W, together with her representatives, has said that these loans contributed to her ‘debt spiral’. She’s ... (30 pages)View decision -
Decision Reference DRN4245642
28 Jan 2014 Santander UK Plc Not upheldBanking and creditMr D is unhappy that Santander UK Plc allowed transactions to debit his account when there were insufficient funds to cover the payments, and charges resulted. He is also unhappy that Santander allowed him to have an overdraft facility while he was on income based benefit.backgroundMr ... (2 pages)View decision -
Decision Reference DRN-4171018
6 Jun 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4171018 The complaint Miss M says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Miss M applied for a credit card from NewDay in October 2017. It was approved with a limit of £600. She was given six subsequent credit limit increases, and one decrease, as set out ... (4 pages)View decision -
Decision Reference DRN-5937128
17 Feb 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-5937128 The complaint Zopa Bank Limited (‘Zopa’) provided Mr L with a personal loan in December 2024. The loan was for £15,000 and was to be repaid by way of 48 monthly repayments of £465.86. Mr L says the loan was provided irresponsibly. What happened The details of this complaint... (2 pages)View decision