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-3908582
24 Feb 2023 Zopa Bank Limited Not upheldBanking and PaymentsDRN-3908582 The complaint Mr M complains that Zopa Limited (“Zopa”) irresponsibly granted him a credit card he couldn’t afford to repay. What happened In December 2021 Mr M entered into an agreement with Zopa to have access to credit by way of a credit card account. He was given a credit l... (2 pages)View decision -
Decision Reference DRN5110679
7 Oct 2019 TFS Loans Limited UpheldBanking and creditMiss A has complained that TFS Loans Limited (“TFS”) unfairly provided her with guarantor loans. She says that she feels the loans were unaffordable for her and if TFS had done correct checks it would have seen that she was already struggling financially. backgroundTFS provided Miss A with... (18 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-2859438
24 Feb 2022 R. Raphael & Sons Limited UpheldConsumer CreditDRN-2859438 The complaint Mr C complains that R. Raphael & Sons Limited (RRS) acted irresponsibly when providing him a loan that he believed was unaffordable. What happened In September 2015, Mr C took out a loan with RRS for £4500. The loan was to be repaid over a period of 48 months ... (3 pages)View decision -
Decision Reference DRN-3779272
24 Nov 2022 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-3779272 The complaint Miss D complains that Capital One (Europe) plc (‘Capital One’) irresponsibly gave her a credit card account that she couldn’t afford. What happened On 28 January 2019, Miss D’s credit card was opened by Capital One with an initial credit limit of £1,500. This cred... (2 pages)View decision -
Decision Reference DRN-6000123
5 Dec 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-6000123 The complaint Mr R complaints that Telefonica UK Limited trading as O2 gave him five fixed sum loan agreements for devices he couldn’t afford to repay. What happened O2 gave Mr R the following fixed sum loan agreements: Agreement Date DeviceTotal cost Repayment terms 1 Decem... (4 pages)View decision -
Decision Reference DRN-4709318
29 May 2024 Fairscore Ltd Not upheldConsumer CreditDRN-4709318 The complaint Mr D complains that Fairscore Ltd, trading as Updraft, provided him with credit that he couldn’t afford to repay. He also says that they were unreasonable to pursue the debt after he had told them he was dealing with a debt charity. What happened Fairscore approve... (2 pages)View decision -
Decision Reference DRN-3307135
6 Apr 2022 Marsh Finance Ltd Not upheldConsumer CreditDRN-3307135 The complaint Mrs C complains that Marsh Finance Ltd (“Marsh”) irresponsibly granted her a loan she couldn’t afford to repay. What happened In July 2014, Mrs C acquired a car and financed the deal through a hire purchase agreement with Marsh. Mrs C was required to make 59 month... (2 pages)View decision -
Decision Reference DRN-6014047
11 Dec 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-6014047 The complaint Shawbrook Bank Limited (‘Shawbrook’) provided Mr W with a loan in January 2020 to purchase a boiler. The loan was for £2,778 and was repayable by way of 60 monthly payments of £56.73. Mr W says the loan was provided irresponsibly. What happened The details of ... (2 pages)View decision