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.
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Decision Reference DRN-3552683
25 Jul 2022 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3552683 The complaint Mr M complains that Tesco Personal Finance PLC, trading as Tesco Bank, was irresponsible when it allowed him to open a credit card account, and that it sent his debt to a third party debt collector in retaliation when he raised a complaint. What happened Mr M appl... (4 pages)View decision -
Decision Reference DRN-3465841
6 May 2022 Next Retail Limited UpheldConsumer CreditDRN-3465841 The complaint Mrs H says Next Retail Limited trading as Next Online (“Next”) irresponsibly lent to her. She has requested that the interest and late payment charges she paid on the account she had be refunded. What happened This complaint is about a catalogue shopping account p... (5 pages)View decision -
Decision Reference DRN-1715745
7 Aug 2020 S.D. Taylor Limited UpheldConsumer CreditDRN-1715745The complaintMrs K says S.D. Taylor Limited trading as Loans at Home (LAH) lent to her irresponsibly. She says that every time she had made a few repayments the agent encouraged her to take further borrowing to increase the amount of interest she would repay. She says the agent ... (2 pages)View decision -
Decision Reference DRN5951235
3 Apr 2020 NewDay Ltd UpheldBanking and creditComplaintMr C has complained that NewDay Ltd (“NewDay”) irresponsibly provided him with six different card accounts which it ought to have realised that he couldn’t afford to repay.BackgroundMr C applied for and was provided with six different credit accounts with NewDay between January 20... (3 pages)View decision -
Decision Reference DRN-4968860
20 Aug 2024 Cabot Credit Management Group Limited UpheldConsumer CreditDRN-4968860 The complaint Mr M complains that Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited (Cabot) incorrectly told him that it would remove a default from his credit file. What happened In April 2021, Cabot bought an outstanding credit card debt in ... (3 pages)View decision -
Decision Reference DRN-3708978
20 Sep 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3708978 The complaint Mr P complains that Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) irresponsibly gave him a credit card account and credit increases that he couldn’t afford. What happened In 2014, Mr P applied for a credit account with Barclaycard. It appears that th... (3 pages)View decision -
Decision Reference DRN-3621998
25 Aug 2022 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3621998 The complaint Mr F, who is represented by a third party, complains that Moneybarn No. 1 Limited (“Moneybarn) irresponsibly granted him a conditional sale agreement (“agreement”) he couldn’t afford to repay. What happened In January 2016, Mr F acquired a used car financed by an ... (2 pages)View decision -
Decision Reference DRN-2025700
26 Jul 2020 Stagemount Limited UpheldConsumer CreditDRN-2025700 The complaintMr B complains that Stagemount Limited trading as ‘Quid Market’ acted irresponsibly when lending to him. What happenedIn October and November 2019 Quid Market provided Mr B with loans, each due to be repaid by instalments over a number of months. In the event, Mr ... (4 pages)View decision -
Decision Reference DRN-5646219
11 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5646219 The complaint Miss O complains that Capital One (Europe) plc irresponsibly lent to her. What happened Miss O was approved for a Capital One credit card in July 2021 with a £500 credit limit. Capital One increased the credit limit to £750 in August 2023. The credit limit was ... (4 pages)View decision -
Decision Reference DRN-5523512
8 Sep 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5523512 Complaint Mr G has complained about a credit card Marks & Spencer Financial Services Plc (trading as “M&S Bank”) provided to him. He says that the credit card was unaffordable for him and caused him ongoing financial difficulty as he had to take out further credit to... (4 pages)View decision
