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 4727 results
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Decision Reference DRN-2763092
22 Jun 2021 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-2763092 The complaint Mr R has complained that Shop Direct Finance Company Limited trading as Very was irresponsible when it increased the credit limit on his catalogue shopping account. What happened Very opened an account for Mr R in September 2014 with a credit limit of £600. This t... (4 pages)View decision -
Decision Reference DRN-5340933
22 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5340933 The complaint Mr L complains that Vanquis Bank Limited irresponsibly lent to him. Mr L is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr L himself. What happen... (4 pages)View decision -
Decision Reference DRN3766550
24 May 2018 Total Home Loans Direct Limited UpheldBanking and creditMr B complains that Total Home Loans Direct Limited, trading as THL Direct, gave him loans he couldn’t afford to repay.backgroundMr B took out the following instalment loans with THL Direct:date£ amount borrowed110 March 2016200210 May 2016350328 June 2016400427 September... (4 pages)View decision -
Decision Reference DRN2746828
31 Jul 2019 NewDay Ltd UpheldBanking and creditMr W complains that NewDay Ltd (trading as Marbles) was irresponsible when it increased the credit limit on his credit card account. backgroundThe background to this complaint, and my initial conclusions, were set out in my provisional decision dated 9 July 2019 – a copy of which is attach... (5 pages)View decision -
Decision Reference DRN-4435433
16 Nov 2023 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4435433 The complaint Mr C believes Startline Motor Finance Limited acted irresponsibly by agreeing a hire purchase agreement he’d applied for. What happened In June 2021, Mr C was supplied with a used car through a hire purchase agreement with Startline. He paid a deposit of £250, and... (4 pages)View decision -
Decision Reference DRN2324604
23 Mar 2018 Gain Credit LLC UpheldBanking and creditMr S complains that Gain Credit LLC (trading as Lending Stream) lent him money he couldn’t afford to repay.backgroundMr S took out 20 instalment loans between August 2014 and January 2017. He says Lending Stream shouldn’t have agreed to lend as he was carrying a l... (4 pages)View decision -
Decision Reference DRN5894603
15 Jan 2020 Capital One (Europe) plc UpheldBanking and creditMr A complains that Capital One (Europe) plc lent to him irresponsibly.backgroundMr A took out a credit card with Capital One in 2006, with a limit of £500. It then increased his credit limit twice, in October 2016 to £1,500, and October 2017 to £2,500. He feels that it was irresponsible t... (5 pages)View decision -
Decision Reference DRN-5280693
27 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5280693 Complaint Miss W has complained that Aqua Ltd (trading as “Aqua”) irresponsibly provided a credit card as well and the subsequent credit limit increases to her. She says that they were unaffordable and became unmanageable. Background Aqua provided Miss W with a credit card... (5 pages)View decision -
Decision Reference DRN-3727431
2 Nov 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3727431 The complaint Mr S complains that Avant Credit of UK, LLC trading as SpringCoin and as AvantCredit, lent to him when it had not carried out thorough credit checks and if it had it would not have lent to him. What happened Using information from AvantCredit here is a brief loan ... (5 pages)View decision -
Decision Reference DRN-5274022
13 Feb 2025 National Westminster Bank Plc UpheldConsumer CreditDRN-5274022 The complaint This complaint is brought on behalf of the estate of Mr B. Mrs B is acting as the deceased’s representative for the purposes of this complaint. She complains that National Westminster Bank Plc (‘NatWest’) irresponsibly agreed to lend to Mr B by way of two perso... (4 pages)View decision
