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 21385 results
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Decision Reference DRN8077694
21 May 2014 Shop Direct Finance Company Limited Not upheldBanking and creditMr B complains that Shop Direct Finance Company Limited (“Shop Direct”) acted irresponsibly in giving him a credit account. Mr B is assisted in his complaint by his father. backgroundMr B made an online application for a credit account in January 2013. Shop Direct carried out a credit s... (2 pages)View decision -
Decision Reference DRN-3696526
31 Oct 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3696526 The complaint Miss N complains that HSBC UK Bank Plc (HSBC) irresponsibly granted her credit that she couldn’t afford to pay. What happened HSBC approved a credit card application for Miss N in December 2019. It provided an initial credit limit of £1500. This was increased to £... (2 pages)View decision -
Decision Reference DRN-5721615
23 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5721615 The complaint Mr W complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to him. What happened Mr W was approved for a Virgin Money credit card in February 2022 with a £6,600 credit limit. The credit limit was increased to £11,600 in November 2022. Mr... (4 pages)View decision -
Decision Reference DRN0509010
8 Jul 2016 Casheuronet UK LLC Not upheldBanking and creditMiss H’s complaint is that Casheuronet UK LLC (“Casheuronet”) loaned to her irresponsibly, when it should have known the borrowing was unaffordable for her. backgroundMiss H took out loans with two of Casheuronet’s subsidiary businesses, Quickquid and Poundstopocket, ... (2 pages)View decision -
Decision Reference DRN-1685715
15 Sep 2020 Gain Credit LLC UpheldConsumer CreditDRN-1685715The complaintMr R says Gain Credit LLC trading as Lending Stream, irresponsibly lent to him. He says that he couldn’t afford the loan repayments and struggled to meet his household expenditure. He says that Lending Stream should’ve seen this and not lent to him. What happenedThi... (3 pages)View decision -
Decision Reference DRN-3600267
25 Aug 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3600267 The complaint Ms G complains that Everyday Lending Limited, trading as Everyday Loans (“Everyday”), irresponsibly granted her a loan that she couldn’t afford to repay. What happened Everyday provided a £10,000 loan to Ms G in July 2016. Once interest was added the total to pay ... (2 pages)View decision -
Decision Reference DRN-5028737
30 Dec 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-5028737 The complaint Mr F through his representative complains that PayPal (Europe) Sarl Et Cie Sca (“PayPal”) approved a credit account for him in 2018 when he could not afford it and then approved a series of credit limit increases irresponsibly. What happened Mr F took a PayPal ... (4 pages)View decision -
Decision Reference DRN-3020054
17 Nov 2021 UK Credit Limited Not upheldConsumer CreditDRN-3020054 The complaint Mrs S complains about a loan provided to her by UK Credit limited, (“UK Credit”) which she says was unaffordable. What happened Mrs S was given a guarantor loan by UK Credit. She took the loan out in July 2018 for £7500 and was due to repay it in 60 monthly instal... (3 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-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