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 17876 results
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Decision Reference DRN-4904501
3 Oct 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4904501 The complaint Miss L has complained that Capital One (Europe) plc (“Capital One”), irresponsibly granted her a credit card account, which she couldn’t afford to repay. What happened Miss L took out a credit card with Capital One in March 2021, with a credit limit of £200. T... (3 pages)View decision -
Decision Reference DRN-4830087
19 Jun 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4830087 The complaint Mr M, through a representative, says Tesco Personal Finance PLC, trading as Tesco Bank, irresponsibly lent to him. What happened Mr M took out a credit card from Tesco Bank in January 2022. He was given a £250 credit limit. Mr M says Tesco Bank failed to conduct p... (2 pages)View decision -
Decision Reference DRN-1894322
3 Dec 2020 Oplo PL Ltd Not upheldConsumer CreditDRN-1894322 The complaint Mr C believes that 1 st Stop Personal Loans Limited lent to him irresponsibly by providing him with an unaffordable loan. What happened Mr C took out a fixed sum loan around June 2015. Mr C doesn't think 1 st Stop carried out the necessary checks on his fina... (2 pages)View decision -
Decision Reference DRN2104475
16 Dec 2018 Gain Credit LLC UpheldBanking and creditMr W has complained about short-term loans granted to him by Gain Credit LLC trading as Lending Stream.Mr W says that Lending Stream didn’t carry out proper affordability checks and so lent to him when he couldn’t afford to repay. He says that his credit reports w... (22 pages)View decision -
Decision Reference DRN-4149463
6 Jun 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4149463 The complaint Mr K complains that Barclays Bank UK PLC trading as Barclaycard was irresponsible in its lending to him. What happened Mr K was provided with a credit card by Barclays in December 2016. The initial credit limit was set at £400 and wasn’t increased. Mr K says that ... (2 pages)View decision -
Decision Reference DRN-3780582
13 Dec 2022 Next Retail Limited UpheldConsumer CreditDRN-3780582 The complaint Miss U says Next Retail Limited (“Next”) irresponsibly lent to her. She has requested that the interest and late payment charges she paid on the account she had be refunded. What happened This complaint is about a catalogue shopping account provided by Next to Mis... (3 pages)View decision -
Decision Reference DRN-4829343
31 Jul 2024 Next Retail Limited Not upheldConsumer CreditDRN-4829343 The complaint Miss C complains about the amount Next Retail Limited (“Next”) refunded to her as part of an irresponsible lending complaint. What happened In July 2020 Miss C entered into a Debt Arrangement Scheme (DAS) and a Debt Payment Programme (DPP) was agreed. Under the... (2 pages)View decision -
Decision Reference DRN5684867
11 Jun 2014 Halifax Investment Services Ltd Not upheldInvestment and pensionsMr K has brought a complaint on behalf of his son, Mr C, concerning a stocks and shares ISA. He has said Halifax Investment Services Ltd has mismanaged his son’s ISA. Halifax has also failed to listen to its risk adviser. Therefore, due to its poor management of its business the val... (2 pages)View decision -
Decision Reference DRN-4730415
9 Apr 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4730415 The complaint Mr F complains National Westminster Bank Plc (NatWest) have unfairly charged him overdraft fees during a period of financial difficulties. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the rel... (4 pages)View decision -
Decision Reference DRN4608982
25 Mar 2019 Express Finance (Bromley) Limited Not upheldBanking and creditMr A complains that Express Finance (Bromley) Limited trading as Payday Express lent to him irresponsibly. background Payday Express’ records show that a running account credit agreement was entered into with Mr A on 19 December 2011. The ‘drawdowns’ were for specific ti... (2 pages)View decision
