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-3696526
31 Oct 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3696526 The complaint Miss N complains that HSBC UK Bank Plc (HSBC) irresponsibly granted her credit that she couldn’t afford to pay. What happened HSBC approved a credit card application for Miss N in December 2019. It provided an initial credit limit of £1500. This was increased to £... (2 pages)View decision -
Decision Reference DRN0509010
8 Jul 2016 Casheuronet UK LLC Not upheldBanking and creditMiss H’s complaint is that Casheuronet UK LLC (“Casheuronet”) loaned to her irresponsibly, when it should have known the borrowing was unaffordable for her. backgroundMiss H took out loans with two of Casheuronet’s subsidiary businesses, Quickquid and Poundstopocket, ... (2 pages)View decision -
Decision Reference DRN-3238711
11 Apr 2022 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3238711 The complaint Mr G complains that Moneybarn No. 1 Limited (“Moneybarn”) irresponsibly granted him a loan he could not afford to repay. What happened In February 2016, Mr G acquired a car and financed the deal through a conditional sale agreement with Moneybarn. Mr G was require... (2 pages)View decision -
Decision Reference DRN-4521104
16 Jan 2024 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-4521104 The complaint Mr T says The Royal Bank of Scotland Plc (RBS) irresponsibly lent to him. What happened Mr T took out a loan online from RBS on 5 October 2022. The loan was for £15,000 over 78 months. The monthly repayments were £286 and the total repayable was £22,352.46. Mr T a... (3 pages)View decision -
Decision Reference DRN-5054574
3 Oct 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-5054574 The complaint Mr J complains that HSBC UK Bank Plc lent irresponsibly when it approved a managed loan to consolidate existing debts. What happened Mr J had a loan, overdraft and credit card with HSBC. Mr J’s explained that he wasn’t able to maintain the loan repayments and ... (4 pages)View decision -
Decision Reference DRN-1685715
15 Sep 2020 Gain Credit LLC UpheldConsumer CreditDRN-1685715The complaintMr R says Gain Credit LLC trading as Lending Stream, irresponsibly lent to him. He says that he couldn’t afford the loan repayments and struggled to meet his household expenditure. He says that Lending Stream should’ve seen this and not lent to him. What happenedThi... (3 pages)View decision -
Decision Reference DRN-1766649
29 Mar 2021 Loans 2 Go Limited Not upheldConsumer CreditDRN-1766649 The complaint Ms A complained that Loans 2 Go Limited lent to her irresponsibly and that it treated her unfairly when she had payment problems. What happened Ms A was given a single loan by Loans 2 Go. Here are the loan details: Loan Date taken Date repaid Number of monthly ins... (5 pages)View decision -
Decision Reference DRN-3628119
18 Aug 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3628119 The complaint Mrs W complains that Barclays Bank UK PLC, trading as Barclaycard (“Barclaycard”), irresponsibly granted her a credit card she couldn’t afford to repay. What happened In January 2018 Mrs W entered into an agreement with Barclaycard to have access to credit by way ... (2 pages)View decision -
Decision Reference DRN9045126
17 Jul 2017 NewDay Ltd UpheldBanking and creditMr O complains that NewDay Ltd (trading as Aqua) gave him a credit card irresponsibly at a time when he was struggling financially. He also complains the credit limit was increased after a short time and he’s now having difficulty paying off his debts.backgroundMr O ... (2 pages)View decision -
Decision Reference DRN9104090
17 May 2016 OPOS Limited UpheldBanking and creditMr H complains Opos Limited is asking him to repay money that he says wasn’t lent to him responsibly. He also complains about the interest and charges added to the loan. backgroundMr H borrowed around £200 a few years ago. He says he had several other loans at the... (2 pages)View decision
