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 4726 results
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Decision Reference DRN-3141573
22 Dec 2021 TM Advances Limited UpheldConsumer CreditDRN-3141573 The complaint Mr M complains about a personal loan provided to him by TM Advances Limited, (“TMA”), which he says was irresponsibly lent. What happened TMA provided a loan for £4,000 to Mr M on 26 July 2018. The loan was repayable by 45 monthly payments of £289. The interest r... (5 pages)View decision -
Decision Reference DRN-3143962
4 Nov 2021 Evergreen Finance London Limited UpheldConsumer CreditDRN-3143962 The complaint Miss D has complained that Evergreen Finance London Limited (trading as MoneyBoat) held her liable for a loan which was taken out fraudulently in her name. What happened In 2019, a series of substantial loans were applied for in Miss D’s name. Some of these went t... (6 pages)View decision -
Decision Reference DRN-5294000
28 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5294000 The complaint Mr M has complained that Bank of Scotland plc trading as Halifax acted irresponsibly when it provided him with an overdraft facility on his current account. He has also said the bank failed in its duty of care to support him as a vulnerable consumer. Background... (5 pages)View decision -
Decision Reference DRN-3650171
14 Sep 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3650171 The complaint Mr O complains that Mitsubishi HC Capital UK Plc, trading as Hitachi Personal Finance (“Hitachi”) provided him with credit he couldn’t afford to repay. What happened Hitachi approved an £11,000 loan for Mr O in December 2021. He was to make 48 monthly repayments o... (3 pages)View decision -
Decision Reference DRN-3967082
30 Mar 2023 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3967082 The complaint Mr R complains that Moneybarn No. 1 Limited irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In December 2016, Mr R acquired a used car financed by a conditional sale agreement from Moneybarn. Mr R was required to m... (2 pages)View decision -
Decision Reference DRN-2961396
28 Oct 2021 Advanced Payment Solutions Limited Not upheldBanking and PaymentsDRN-2961396 The complaint Mr S complains that Advanced Payment Solutions Limited (trading as Cashplus) won’t refund him for transactions he says he didn’t make or authorise. What happened Mr S legitimately uses a gambling website I’ll refer to as S and he has no complaint about transaction... (3 pages)View decision -
Decision Reference DRN-3947605
8 Feb 2023 Madison CF UK Limited UpheldConsumer CreditDRN-3947605 The complaint Mr W complains that Madison CF UK Limited trading as 118 118 Money irresponsibly lent to him. He says at the time he had a gambling addiction and had borrowed three loans before 118 118 Money approved his loans. What happened 118 118 Money lent Mr W two loans, the... (3 pages)View decision -
Decision Reference DRN-4311456
5 Feb 2024 Western Circle Ltd Not upheldConsumer CreditDRN-4311456 The complaint Ms S complains that Western Circle Ltd trading as Cashfloat irresponsibly lent to her. What happened Cashfloat lent Ms S two loans, the first loan was in October 2021 for £750, repayable in six monthly instalments of £206.60. Ms S repaid this loan within the same ... (2 pages)View decision -
Decision Reference DRN-5429858
28 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5429858 The complaint Mr H complains that Vanquis Bank Limited (“Vanquis”) didn’t act responsibly when providing him with a credit card. Mr H is represented by a professional third party, but for ease of reference I’ll refer to Mr H throughout. What happened Mr H applied for a cre... (3 pages)View decision -
Decision Reference DRN6299310
4 Nov 2015 Lloyds Bank PLC Not upheldBanking and creditMr G complains that Lloyds Bank plc was irresponsible when it lent him money.backgroundLloyds agreed a £1,500 overdraft for Mr G in July 2012 and approved a credit card with a £2,250 limit in January 2013. By March 2013, Mr G’s overdraft was £3,000. In January 20... (2 pages)View decision
