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-5470045
15 May 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5470045 The complaint Mr F complains that Tesco Personal Finance Limited trading as Tesco Bank was irresponsible in its lending to him. He wants all interest and charges refunded along with statutory interest and any adverse information removed from his credit file. Mr F is represen... (2 pages)View decision -
Decision Reference DRN-3444625
20 May 2022 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-3444625 The complaint Ms C complains that Blue Motor Finance Ltd (“BMF”) irresponsibly granted her hire purchase agreement she couldn’t afford to repay. What happened In June 2016, Ms C acquired a used car financed by way of a hire purchase agreement from BMF. Ms C was required to make... (2 pages)View decision -
Decision Reference DRN-4024927
3 Apr 2023 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4024927 The complaint Miss S complains that Santander Consumer (UK) Plc trading as Santander Consumer Finance irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In April 2017, Miss S acquired a used car financed by a conditional sale agre... (2 pages)View decision -
Decision Reference DRN-3850812
9 Dec 2022 MBNA Limited Not upheldBanking and PaymentsDRN-3850812 The complaint Miss C, who is represented by a third party, complains that MBNA Limited (“MBNA”) irresponsibly gave her a credit card account that she couldn’t afford. What happened Miss C applied for and was granted a credit account with MBNA in December 2016. She was given a c... (2 pages)View decision -
Decision Reference DRN-5879685
16 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5879685 Complaint Mr T has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to his current account. He’s effectively said that the overdraft was unaffordable and so he shouldn’t have been provided with it. Therefore, the cha... (6 pages)View decision -
Decision Reference DRN-6086844
20 Jan 2026 Santander UK Plc Not upheldConsumer CreditDRN-6086844 The complaint Santander UK Plc (‘Santander’) was for £19,000 and was to be repaid by way of 60 monthly repayments of £407.70. Mr M says the loan was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them ag... (2 pages)View decision -
Decision Reference DRN-4756742
22 Apr 2024 Metro Bank PLC Not upheldConsumer CreditDRN-4756742 The complaint Miss R complains that Metro Bank PLC trading as RateSetter (“Ratesetter”) irresponsibly gave her a fixed sum loan she couldn’t afford to repay. What happened In August 2022, Miss R applied for a fixed sum loan with RateSetter. She was given a loan for £7,000. The... (2 pages)View decision -
Decision Reference DRN-3919388
1 Feb 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3919388 The complaint Mr C says NewDay Ltd, trading as Aqua, irresponsibly lent to him. What happened Mr C applied for a credit card in March 2018. It was approved with a limit of £250. His credit limit was increased once to £1,250 in July 2022. After Mr C complained to NewDay saying t... (2 pages)View decision -
Decision Reference DRN4053275
17 Jan 2019 Creation Consumer Finance Ltd Not upheldBanking and creditMiss D complains that a loan made to her by Creation Consumer Finance Ltd was unaffordable and amounted to irresponsible lending. She wants any outstanding amount on the debt written off and any default removed from her credit file.backgroundMiss D says in early 2015 ... (2 pages)View decision -
Decision Reference DRN-4048602
18 May 2023 J D Williams & Company Limited Not upheldConsumer CreditDRN-4048602 The complaint Mr R complains that J D Williams & Company Limited (“J D Williams”), irresponsibly granted him two credit card accounts he couldn’t afford to repay. What happened Mr R entered into an agreement with J D Williams to have access to credit with two accounts that ... (2 pages)View decision