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-4211006
12 Jul 2023 Lowell Financial Ltd Not upheldBanking and PaymentsDRN-4211006 The complaint Mrs K complains about the way that Lowell Financial Ltd (Lowell) has managed the collection of a debt in her name. What happened Lowell Portfolio I Limited bought an outstanding debt in Mrs K’s name and appointed Lowell to manage collection on its behalf. The debt... (2 pages)View decision -
Decision Reference DRN-5921590
9 Dec 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5921590 The complaint Zopa Bank Limited provided Mr T with a loan for £15,000 in 2021 and a loan for £20,000 in 2022. Mr T says the loans were provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The ... (2 pages)View decision -
Decision Reference DRN-5799038
16 Dec 2025 Argos Limited Not upheldConsumer CreditDRN-5799038 The complaint Argos Limited trading as Argos Card (“Argos”) provided Miss Q with a store card in March 2019. It had a credit limit of £750 that wasn’t changed during the time Miss Q held the card. Miss Q says the credit was provided irresponsibly. What happened The details ... (2 pages)View decision -
Decision Reference DRN-2031334
24 Jul 2020 Gain Credit LLC UpheldConsumer CreditDRN-2031334 The complaintMr M complains that he was frustrated at the technical issues surrounding his on-line account with Gain Credit LLC, trading as Lending Stream. What has happenedThe history and facts of this complaint are in my provisional decision which I issued on 18 June 2020, a... (4 pages)View decision -
Decision Reference DRN-4519765
18 Dec 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4519765 The complaint Mr R complains that Bank of Scotland Plc (BoS) was responsible for maladministration of his overdraft. What happened On 6 April 2023 Mr R made a formal complaint to BoS about his overdraft and the fees he was incurring. BoS said it should have reviewed his overdra... (2 pages)View decision -
Decision Reference DRN-5472566
21 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5472566 Complaint Miss C has complained that Capital One Europe plc (“Capital One”) irresponsibly provided credit cards as well as subsequent credit limit increases to her. She says that the credit cards and limit increases were unaffordable and she’s never been able to get out of ... (6 pages)View decision -
Decision Reference DRN-5948357
28 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5948357 The complaint The Royal Bank of Scotland Plc provided Miss J with an overdraft in July 2019 with a limit of £300. Subsequently there were four applications from Miss J to increase the overdraft limit. The last of these was on 21 August 2019 when the limit was at £1,250. Ther... (2 pages)View decision -
Decision Reference DRN-3744631
14 Dec 2022 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-3744631 The complaint Miss R complains that Shop Direct Finance Company Limited (‘Shop Direct’) irresponsibly gave her a running account credit facility that she couldn’t afford. What happened In August 2017, Miss R applied for a catalogue shopping accounts through Shop Direct. She was... (2 pages)View decision -
Decision Reference DRN-5641622
8 Oct 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5641622 The complaint Miss M, who is represented by a third party, complains that Shop Direct Finance Company Limited (“Shop Direct”), trading as Very, irresponsibly gave her a running account credit facility she couldn’t afford. What happened In November 2022 Miss M was granted a ... (2 pages)View decision -
Decision Reference DRN-5956488
12 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5956488 The complaint Miss F complains that Barclays Bank UK PLC trading as Tesco Bank irresponsibly lent to her. What happened Miss F was approved for a Tesco credit card in March 2022, with a £4,900 credit limit. The credit limit was increased to £6,500 in October 2022. Miss F say... (4 pages)View decision