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 5125 results
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Decision Reference DRN8037662
5 Oct 2017 Madison CF UK Limited Not upheldBanking and creditMr S entered into a 12 month fixed term loan agreement in December 2014 with Madison CF UK Limited (trading as 118 118 Money). He complains that 118 118 lent to him irresponsibly. He wants this loan to be removed from his credit file, and all interest charged to be ... (3 pages)View decision -
Decision Reference DRN9818476
30 Nov 2018 Amigo Loans Ltd Not upheldBanking and creditMr M complains that Amigo Loans Ltd (“Amigo”) lent to him irresponsibly as he couldn’t afford the loans they provided. He had a gambling addiction at the time.backgroundMr M had four loans with Amigo, as follows:1. £2,200 taken out in July 2012 and settled in July ... (2 pages)View decision -
Decision Reference DRN-4522384
22 Apr 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4522384 The complaint Mr E complains that Zopa Bank Limited (“Zopa”) irresponsibly granted him two credit cards he couldn’t afford to repay. What happened In February 2022 Mr E entered into an agreement with Zopa to have access to credit by way of a credit card account. He was given a ... (2 pages)View decision -
Decision Reference DRN-5077769
28 Oct 2024 Stagemount Limited UpheldConsumer CreditDRN-5077769 The complaint Mr M complains that Stagemount Limited trading as Quidmarket was irresponsible in its lending to him. He wants all interest and charges applied to his loans refunded. What happened Mr M was provided with four loans by Quidmarket between June 2022 and January 20... (4 pages)View decision -
Decision Reference DRN-4674879
26 Apr 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-4674879 The complaint Mr K complains that Sainsbury’s Bank Plc agreed two loans which were unaffordable for him. What happened On 29 June 2023 Sainsbury’s agreed to lend Mr K a £2,500 loan to be repaid over 60 months. The monthly loan repayment was £72.01 and the APR was 26.9%. The tot... (5 pages)View decision -
Decision Reference DRN-5622318
17 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5622318 The complaint Mr O complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr O applied for an Aqua credit card in February 2018. In his application, Mr O said he was emplo... (3 pages)View decision -
Decision Reference DRN-3091261
6 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3091261 The complaint Mr B complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card and later increased the credit limit twice. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. In ... (3 pages)View decision -
Decision Reference DRN-1562198
21 Sep 2020 MBNA Limited Not upheldBanking and PaymentsDRN-1562198The complaintMr P is unhappy that MBNA Limited allowed him to increase his credit limit and to make money transfers. He said the card was unaffordable. What happenedMr P took out a credit card with MBNA. This had a 0% promotional rate on money transfers for the first 20 months. ... (3 pages)View decision -
Decision Reference DRN2682615
30 Apr 2020 NewDay Ltd UpheldBanking and creditMr C complains that it was irresponsible of NewDay Ltd trading as Aqua to issue a credit card to him with a £300 credit limit and then later to increase that limit to £800.backgroundI set out the background to Mr C’s complaint in my provisional decision. In that decision I explained why I ... (4 pages)View decision -
Decision Reference DRN-3741381
8 Nov 2022 Match the Cash Limited UpheldConsumer CreditDRN-3741381 Complaint Mr S has complained that Match the Cash Limited (“Match the Cash”) unfairly brought about an unaffordable guarantor loan for him. He said that he was in a spiral of debt and that the loan was unaffordable. Background Match the Cash operated the electronic system in re... (2 pages)View decision
