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-4108931
4 May 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4108931 The complaint Miss L says HSBC UK Bank Plc irresponsibly lent to her. What happened Miss L took out a credit card from HSBC in June 2019 with a credit limit of £1,000. The credit limit was never increased. The account defaulted in September 2020. Miss L said HSBC should never h... (2 pages)View decision -
Decision Reference DRN-3657347
4 Oct 2022 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-3657347 The complaint Ms S complains that Capital One (Europe) plc (“Capital One”) irresponsibly provided her with credit she couldn’t afford to repay. What happened Capital One approved a credit card application for Ms S in December 2018 and they provided a credit limit of £1,000. In ... (2 pages)View decision -
Decision Reference DRN-3815160
24 Jan 2023 Equifinance Limited Not upheldMortgagesDRN-3815160 The complaint Ms G’s complaint is about a joint second charge mortgage taken out in 2019 that is secured on a property in her sole name. She considers that Equifinance Limited shouldn’t have granted the loan for the amount it did, as the property was only in her name and so onl... (2 pages)View decision -
Decision Reference DRN-5488707
14 Jul 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5488707 The complaint Mrs W is unhappy with how Madison CF UK Limited, trading as 118 118 Money, offered to settle her irresponsible lending complaint. She wants the balance writing off in full. What happened Mrs W took out a loan for £5,000 over 36 months on 23 July 2024. The month... (2 pages)View decision -
Decision Reference DRN2092072
9 Apr 2020 Harvey & Thompson Limited UpheldBanking and creditComplaintMr L says Harvey & Thompson Limited (“H&T”) irresponsibly lent to him.BackgroundThis complaint is about an instalment loan that H&T provided to Mr L in May 2018. Our adjudicator upheld Mr L’s complaint and thought that he shouldn’t have been provided with his loan. H&a... (2 pages)View decision -
Decision Reference DRN5460133
15 Jun 2018 Avantcredit Of Uk, Llc Not upheldBanking and creditMrs N complains that AvantCredit of UK, LLC (“AC”) engaged in irresponsible lending to her.backgroundMrs N says when she applied for her loan she was told her bank statements were a requirement of the application process, to prove her income and expenditure and to s... (2 pages)View decision -
Decision Reference DRN-5833114
16 Dec 2025 Hastings Financial Services Limited Not upheldConsumer CreditDRN-5833114 The complaint Hastings Financial Services Limited (‘Hastings’) provided Mr B with a personal loan in July 2024. Mr B borrowed £15,000 and he was due to make 60 monthly repayments of £318.23. Mr B says the credit was provided irresponsibly and he can’t afford to repay it. Wh... (2 pages)View decision -
Decision Reference DRN-4111457
16 May 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4111457 The complaint Mr C complains that Creation Financial Services Limited lent to him irresponsibly. What happened Mr C applied for a Creation credit card in 2011. The account was closed in 2016. Mr C complained to Creation. He said it had lent irresponsibly to him. Our investigato... (2 pages)View decision -
Decision Reference DRN-5729980
16 Jan 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5729980 The complaint Miss M complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) lent to her irresponsibly. What happened Here is a brief table of the lending. Loan Approved Amount Repayments Repaid 1 8 November 2024 £8006 months 4 March 2025 2 1... (2 pages)View decision -
Decision Reference DRN-4057625
10 May 2023 Bank of Scotland Plc Not upheldConsumer CreditDRN-4057625 The complaint Mr E complains that Bank of Scotland plc trading as Halifax (‘Halifax’) irresponsibly gave him a loan account that he couldn’t afford. What happened In 2020, Mr E took out a loan for £1,500. The loan funds were paid to reduce the overdraft on a current account. In... (2 pages)View decision