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-4817725
24 May 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-4817725 The complaint Ms B complains that Loans 2 Go Limited was irresponsible in its lending to her. She also complains that the application process and after care was confusing and that the loan is incurring excessive interest. She wants the interest rate on the loan to be reduced. W... (4 pages)View decision -
Decision Reference DRN-5540491
3 Jul 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5540491 The complaint Mrs H, through a representative, says Barclays Bank UK PLC trading as Tesco Bank, irresponsibly lent to her. What happened Mrs H took out a loan for £7,500 over 48 months from Tesco Bank on 4 February 2019. The monthly repayments were £165.87. Mrs H says Tesco... (2 pages)View decision -
Decision Reference DRN-5821990
15 Jan 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5821990 The complaint Miss C complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application. What happened Miss C applied for a Vanquis credit card in July 2024. In her application, Miss C said she had an annual income of £39,700 that Vanquis ca... (3 pages)View decision -
Decision Reference DRN4030568
11 Mar 2019 The Royal Bank of Scotland Plc Not upheldBanking and creditMr B took out a mortgage with The Royal Bank of Scotland Plc in 2008 through a government help-to-buy (HTB) scheme which assisted with the deposit. In 2009 he had a meeting with RBS to discuss consolidating his debts and to obtain help with home improvements.He says R... (2 pages)View decision -
Decision Reference DRN-2507114
15 Feb 2021 Provident Personal Credit Limited Not upheldConsumer CreditDRN-2507114 The complaint Mr M says that he repaid in full a loan from Provident Personal Credit Limited trading as Satsuma Loans. But he says Satsuma didn’t mark it as paid on its system. Because of this, it was also reported to the credit reference agencies as still being open. Mr M says... (2 pages)View decision -
Decision Reference DRN-3893995
20 Jan 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3893995 The complaint Ms F has complained that NewDay Limited irresponsibly lent to her What happened Ms F opened a shopping account with NewDay in May 2007. At that point her credit limit was set at £200. It was increased once in August 2007 to £900. Ms F says that she couldn’t affor... (2 pages)View decision -
Decision Reference DRN1424133
14 Jun 2019 Vanquis Bank Limited Not upheldBanking and creditMr A complains that Vanquis Bank Limited kept increasing the credit limit on his account when he couldn’t afford it. He says that this was irresponsible lending. backgroundMr A had a credit card with Vanquis over a number of years. Over time, Vanquis increased his c... (2 pages)View decision -
Decision Reference DRN-2377072
27 Nov 2020 Oakam Ltd UpheldConsumer CreditDRN-2377072 The complaint Mr W complained to Oakam Ltd (Oakam) that it irresponsibly provided him with a number of loans. Mr W also said, that he didn’t understand why he had an outstanding balance because Oakam had stopped taking payments from his account. What happened Our adjudicator up... (15 pages)View decision -
Decision Reference DRN-3434456
9 Jun 2022 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3434456 The complaint Miss M complains that Vanquis Bank Limited (“Vanquis”), irresponsibly granted her a credit card she couldn’t afford to repay. What happened In February 2021 Miss M entered into an agreement with Vanquis to have access to credit by way of a credit card account. Mis... (2 pages)View decision -
Decision Reference DRN-5882108
23 Jan 2026 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5882108 The complaint Stellantis Financial Services UK Limited (‘Stellantis’) provided Miss C with finance by way of a conditional sale agreement in March 2017 so that she could purchase a new car. Miss C, who is represented by a third party, says the finance was provided irresponsi... (2 pages)View decision