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-5819754
5 Dec 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5819754 The complaint FIRST RESPONSE FINANCE LIMITED (‘First Response’) provided Mr B with a hire purchase agreement to purchase a car in 2023. Mr B paid a deposit of £500 and borrowed £5,495. He was due to make 49 monthly repayments of £189.41. Mr B says the finance was provided ir... (2 pages)View decision -
Decision Reference DRN-6086968
23 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6086968 The complaint National Westminster Bank PLC (‘NatWest’) provided Mr M with two loans in 2024 for the purpose of refinancing. He says both loans were provided irresponsibly. What happened NatWest provided Mr M with a personal loan in June 2024. The loan was for £24,500 and w... (2 pages)View decision -
Decision Reference DRN-4427962
31 Oct 2023 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4427962 The complaint Miss A complains that HSBC UK Bank Plc (‘HSBC Bank’) irresponsibly gave her three loans that she couldn’t afford. What happened HSBC Bank provided the following loans to Miss A: Loan 1 started on 1 June 2022 for £15,000 over 60 months and a monthly repayment of £3... (4 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 -
Decision Reference DRN-5402666
24 Mar 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5402666 The complaint Mr B complains that HSBC UK Bank Plc lent to him irresponsibly. What happened Mr B applied for and received the following loans from HSBC: Date Amount APR Repayment Term Total Payable Loan 1 23 March 2020 £5,000 15.9% £451.09 12 months £5,413.12 Loan 2 10 Sept... (4 pages)View decision -
Decision Reference DRN-4142340
4 Oct 2023 Studio Retail Limited Not upheldConsumer CreditDRN-4142340 The complaint Ms A complains that Studio Retail Limited (‘Studio Retail’) irresponsibly gave her a credit account that she couldn’t afford. What happened In June 2017, Ms A applied for a credit account with Studio Retail. Ms A was given a £100 credit limit. The credit limit was... (2 pages)View decision -
Decision Reference DRN-2817434
6 Aug 2021 Stagemount Limited Not upheldConsumer CreditDRN-2817434 The complaint Miss M says Stagemount Limited trading as Quidmarket lent to her irresponsibly. She says that she doesn’t think Quidmarket made proper checks for creditworthiness before lending. What happened This complaint is about two payday loans Quidmarket provided to Miss M... (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-4130939
23 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4130939 The complaint Mr S complains that NewDay Ltd trading as Aqua lent to him irresponsibly. What happened Mr S’s complaint is about three Aqua accounts and a Fluid account. The first Aqua account was opened in December 2016. NewDay gave Mr S a card with an initial credit limit of £... (2 pages)View decision -
Decision Reference DRN-1950828
14 Jul 2020 Greenwood Personal Credit Limited UpheldConsumer CreditDRN-1950828 The complaintMiss P complains that Greenwood Personal Credit Limited (referred to here as ‘Provident’) lent to her irresponsibly. What happenedProvident Personal Credit has explained ‘Greenwoods Personal Credit was purchased by the Provident Financial Group and after amalgamat... (5 pages)View decision