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-4223182
7 Jul 2023 Oakbrook Finance Limited Not upheldConsumer CreditDRN-4223182 Complaint Miss T has complained about a loan Oakbrook Finance Limited (trading as “Finio Loans”) provided to her. She says the loan was unaffordable and so shouldn’t have been provided. Background Finio Loans provided Miss T with a loan for £2,000.00 in August 2022. This loan w... (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-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-3660061
9 Sep 2022 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3660061 The complaint Miss J complains that Vanquis Bank Limited was irresponsible in its lending to her. What happened Miss J applied for a Vanquis credit card in September 2020. The application was accepted and a credit limit of £1,000 provided. In February 2021, the credit limit was... (2 pages)View decision -
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-3487890
20 May 2022 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-3487890 The complaint Mr M complains that Home Retail Group Card Services Limited trading as Argos Financial Services (‘Home Retail Group’) irresponsibly gave him a credit card account that he couldn’t afford. What happened On 10 December 2013, Mr M applied for a credit account with Ho... (3 pages)View decision -
Decision Reference DRN-4060888
11 May 2023 Next Retail Limited Not upheldConsumer CreditDRN-4060888 The complaint Miss P complains that Next Retail Limited (‘Next’) irresponsibly gave her a running account credit facility that she couldn’t afford. What happened In May 2018, Miss P applied for a catalogue shopping account through Next. She was given an initial credit limit of ... (2 pages)View decision -
Decision Reference DRN-4737850
30 Apr 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4737850 The complaint Mr C complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved his credit card application. What happened In August 2019 Mr C applied for a credit card with Virgin Money. In his application, Mr C said he was employed with an in... (2 pages)View decision -
Decision Reference DRN-3358681
6 Apr 2022 Lloyds Bank PLC Not upheldConsumer CreditDRN-3358681 The complaint Miss B and Mr L complain that Lloyds Bank PLC lent irresponsibly when it approved their loan application. Miss B and Mr L also complain that Lloyds advised they could renegotiate the interest rate once the loan was active. What happened In August 2011 Miss B and M... (2 pages)View decision -
Decision Reference DRN-3442948
25 Apr 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3442948 Complaint Mrs G has complained about a loan AvantCredit of UK, LLC (“Avant Credit”) provided to her. She says the loan was unaffordable. Background Avant Credit provided Mrs G with a loan for £5,000.00 in April 2016. This loan was due to be repaid in 36 monthly instalments of j... (2 pages)View decision