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-5631878
27 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5631878 The complaint Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance provided Mrs B with an £8,000 loan in February 2021. It had a 60-month term, and the monthly repayments were £237.90. Mrs B says the loan was provided irresponsibly. What happened The details of t... (2 pages)View decision -
Decision Reference DRN-4284861
20 Dec 2023 Next Retail Limited Not upheldConsumer CreditDRN-4284861 The complaint Ms W complains, via a third party, that Next Retail Limited trading as Next Online (“Next”) lent to her irresponsibly. What happened In November 2019 Ms W applied for an account with Next which was granted with a credit limit of £300. This credit limit was never i... (2 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-4431788
11 Dec 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-4431788 Complaint Ms Y has complained about a credit card Nationwide Building Society (“Nationwide”) provided to her. She says the limit on the credit card was irresponsibly increased after she was continually paying the minimum payment and even when she was consistently applying balan... (3 pages)View decision -
Decision Reference DRN-4522384
22 Apr 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4522384 The complaint Mr E complains that Zopa Bank Limited (“Zopa”) irresponsibly granted him two credit cards he couldn’t afford to repay. What happened In February 2022 Mr E entered into an agreement with Zopa to have access to credit by way of a credit card account. He was given a ... (2 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-4974214
11 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4974214 The complaint Mr J complains that NewDay Ltd, trading as Aqua, irresponsibly lent to him. What happened NewDay provided Mr J with a credit card account in April 2020. Initially, his credit limit was set at £450; Mr J’s credit limit was then increased twice, to £1,200 in Aug... (3 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-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