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 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 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 DRN4649221
8 Jan 2014 Santander UK Plc UpheldBanking and creditMrs G complains that Santander UK Plc (‘the bank’) lent irresponsibly to her. backgroundOur adjudicator agreed to an extent, and recommended that the bank write off part of what Mrs G owed. This would broadly have the effect of putting her back in the position she was in before the irr... (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-5753345
25 Nov 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5753345 The complaint Mr K complains that Loans 2 Go Limited (L2G) acted irresponsibly by agreeing to lend to him. What happened Around March 2022 Mr K entered into a Fixed Sum loan agreement with L2G for £1,000. The total amount repayable was £3,700.08 over 18 months by monthly ins... (3 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 -
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-5624864
24 Sep 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5624864 The complaint Miss N complains that Everyday Lending Limited trading as Evlo was irresponsible in its lending to her. She wants all interest and charges refunded along with statutory interest and any adverse information removed from her credit file. What happened Miss N was ... (2 pages)View decision -
Decision Reference DRN-3344591
29 Mar 2022 Oakbrook Finance Limited Not upheldConsumer CreditDRN-3344591 Complaint Mr H has complained about a loan Oakbrook Finance Limited (trading as “Likely Loans”) provided to him. He says the loan was irresponsibly provided to him. Background One of our adjudicators reviewed what Mr H and Likely Loans had told us. And she didn’t uphold the com... (2 pages)View decision