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 DRN-3167681
21 Feb 2022 Oakbrook Finance Limited Not upheldConsumer CreditDRN-3167681 The complaint Mr R complained that OAKBROOK FINANCE LIMITED trading as Likely Loans irresponsibly provided him with an unaffordable loan. What happened Likely Loans provided Mr R with a loan as follows: Date taken Amount received Term Monthly repayment Amount payable Date repai... (3 pages)View decision -
Decision Reference DRN4427052
22 Jun 2018 Active Securities Limited UpheldBanking and creditMr C complains that Active Securities Limited, trading as 247 Moneybox, (“ASL”), gave himloans that were unaffordable and that it provided him with unsatisfactory customer service.backgroundMr C was given 24 loans by ASL between September 2015 and June 2017 as foll... (8 pages)View decision -
Decision Reference DRN-1514171
21 Jan 2021 TFS Loans Limited UpheldConsumer CreditDRN-1514171 The complaint Mr G complains about a guarantor loan provided to him by TFS Loans Limited (“TFS”) which he says was unaffordable. What happened TFS provided Mr G with a loan of £10,000 on 12 January 2018. The loan was secured by a guarantor who would be responsible for repaying ... (5 pages)View decision -
Decision Reference DRN-4037432
10 May 2023 Vodafone Limited UpheldConsumer CreditDRN-4037432 The complaint Mr G complains that two finance agreements that he took out with Vodafone Limited (“Vodafone”) were unaffordable and or that the decisions to lend to him were inappropriate. What happened Mr G took out two interest free finance agreements with Vodafone one in Augu... (5 pages)View decision -
Decision Reference DRN-3162005
16 Nov 2021 TFS Loans Limited Not upheldConsumer CreditDRN-3162005 The complaint Mr K complains TFS Loans Limited lent to him irresponsibly. What happened In May 2016 Mr K applied for, and was given a loan for £4,000, which was repayable over a period of 48 months. The repayments were around £170 a month, and in total Mr K agreed to pay back j... (5 pages)View decision -
Decision Reference DRN-3714094
25 Nov 2022 Next Retail Limited UpheldConsumer CreditDRN-3714094 The complaint Miss B complains that Next Retail Ltd (“Next”) irresponsibly granted her credit for a catalogue account that she couldn’t afford to repay. What happened Miss B entered into an agreement with Next to have access to credit with a Next catalogue account in January 20... (4 pages)View decision -
Decision Reference DRN-5771578
30 Oct 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5771578 The complaint Mr W complains North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) acted irresponsibly by failing to carry out sufficient checks before approving him for credit. What happened In December 2023, Mr W took out a fixed sum loan w... (4 pages)View decision -
Decision Reference DRN-4143388
2 Aug 2023 Shelby Finance Ltd Not upheldConsumer CreditDRN-4143388 The complaint Mr H complains that Shelby Finance Ltd, trading as Dot Dot Loans (“Shelby”) lent to him irresponsibly. What happened Using information from Shelby here is a loan table giving some details of the approved loans: Loan Approved Amount Repayments in months repaid 1 20... (4 pages)View decision -
Decision Reference DRN-4132802
7 Jun 2023 Lloyds Bank PLC Not upheldConsumer CreditDRN-4132802 The complaint Mr F complains that Lloyds Bank PLC declined his loan application. He believes he has been discriminated against because of his age. What happened Mr F applied for a loan with Lloyds, but the application was declined. He has several accounts with them already and ... (6 pages)View decision -
Decision Reference DRN-1615880
27 Feb 2020 FCL Consumer Finance Ltd Not upheldConsumer CreditDRN-1615880ComplaintMrs S says FCL Consumer Finance Ltd (trading as Smart-Pig.com) lent to her irresponsibly.BackgroundI sent Mrs S and Smart-Pig my provisional findings on this complaint on 24 February 2020. I asked both parties to let me know if there was anything else they wanted me to ... (4 pages)View decision
