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-3691180
20 Sep 2022 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3691180 The complaint Mr P complains that Moneybarn No. 1 Limited irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In June 2020, Mr P acquired a used car financed by a conditional sale agreement from Moneybarn. Mr P was required to make ... (2 pages)View decision -
Decision Reference DRN-3618927
23 Aug 2022 Next Retail Limited Not upheldConsumer CreditDRN-3618927 The complaint Ms M complains that Next Retail Limited (“Next”) irresponsibly gave her a shopping credit account facility that she couldn’t afford. What happened Ms M has complained about unaffordable lending on a shopping credit account she took out with Next in February 2021. ... (2 pages)View decision -
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 DRN5513819
13 Apr 2018 Vanquis Bank Limited Not upheldBanking and creditMiss W complains that Vanquis Bank Limited acted irresponsibly when it increased her credit limit in 2015. backgroundMiss W opened a Vanquis credit card account in January 2014 with a credit facility of £500. It carries out a risk assessment of all its customers ev... (2 pages)View decision -
Decision Reference DRN-2956669
12 Nov 2021 Oakam Ltd Not upheldConsumer CreditDRN-2956669 The complaint Miss R complains that Oakam Ltd wouldn’t lend to her. She said Oakam had lent to her previously and these loans were repaid. Miss R says she applied for more lending but Oakam didn’t approve this lending. She says this is despite her financial situation improving.... (2 pages)View decision -
Decision Reference DRN4336816
14 Oct 2016 Wage Day Advance Limited Not upheldBanking and creditMr H’s unhappy about Wage Day Advance Limited’s irresponsible lending to him. He wants the amount he owes written off, compensation and his credit file amended. backgroundWage Day Advance says Mr H took out one loan for £300 on the 22 January 2016. It was repayable o... (2 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-3764485
4 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3764485 Complaint Mr B says HSBC UK Bank plc (“HSBC”) irresponsibly provided him with an overdraft and allowed him to continue using it after it had already been made aware he was vulnerable and struggled to manage money. Mr B is being assisted and represented in his complaint by his m... (3 pages)View decision -
Decision Reference DRN-3460516
30 Jun 2022 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-3460516 The complaint Mr V complains that Shop Direct Finance Company Limited (‘Shop Direct’) irresponsibly gave him a running account credit facility that he couldn’t afford. What happened On 4 August 2010, Mr V applied for a running account credit facility with Shop Direct. He was gi... (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