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 4808 results
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Decision Reference DRN-3366774
11 Mar 2022 Logbook Money Limited UpheldConsumer CreditDRN-3366774 The complaint Miss G has complained that Logbook Money Limited (“LML” or “the lender”) was irresponsible to have agreed credit for her. What happened LML provided Miss G with two loans: her first was for £1,000 taken out on 17 October 2017 and her second was for £1,442 on 11 Fe... (5 pages)View decision -
Decision Reference DRN-3707403
16 Sep 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3707403 The complaint Mr H complains about two loans provided to him by Everyday Lending Limited, trading as Everyday Loans, (“ELL”), which he says were unaffordable. The complaint is brought to this service on Mr H’s behalf by a claims’ management company. But for ease, I shall refer ... (5 pages)View decision -
Decision Reference DRN-4210156
28 Jun 2023 Tandem Home Loans Ltd Not upheldMortgagesDRN-4210156 The complaint Mr and Mrs W’s complaint relates to a secured loan they have with Tandem Home Loans trading as 1 st Stop Secured Loans. They believe the loan was not affordable and that Tandem should have carried out further checks before agreeing to the application. They have co... (3 pages)View decision -
Decision Reference DRN-3963180
17 Feb 2023 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3963180 The complaint Mr R1, represented by Mr R2, says Tesco Personal Finance PLC, trading as Tesco Bank, irresponsibly lent to him. For ease of reading, I will refer to all points made by Mr R2 as being from Mr R1 and I will refer to Mr R1 as Mr R throughout this decision. What happe... (3 pages)View decision -
Decision Reference DRN-2339869
8 Dec 2020 Avantcredit Of Uk, Llc Not upheldConsumer CreditDRN-2339869 The complaint Mr D believes AvantCredit of UK, LLC trading as Avantcredit, acted irresponsibly by agreeing two loans he’d applied for. What happened In September 2015 Mr D took out a £1,000 loan with Avantcredit, to be repaid over 12 months with repayments of £98.48 a month. Th... (3 pages)View decision -
Decision Reference DRN-4158608
1 Aug 2023 Nationwide Building Society UpheldConsumer CreditDRN-4158608 The complaint Mr P complains that Nationwide Building Society lent to him irresponsibly. What happened Mr P took out three loans. The first was in August 2020 for £5,000, the second in September 2020 for £1,000 and the final loan was for £11,087 in March 2021. Mr P says he cou... (3 pages)View decision -
Decision Reference DRN8867829
16 Jul 2014 Bank of Ireland (UK) Plc UpheldBanking and creditMr R complains that Bank of Ireland (UK) Plc has held him liable for a number of credit card transactions that he said he did not make or authorise.backgroundIn October 2013 Mr R complained to Bank of Ireland about a number of credit card transactions made in December 2011 and January 20... (3 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-4170757
19 Jul 2023 Madison CF UK Limited Not upheldConsumer CreditDRN-4170757 The complaint Mr M, through his representative, complains that Madison CF UK Limited, trading as 118118 Money (“Madison”), lent to him irresponsibly. What happened Mr M, through his representative, complains that Madison CF UK Limited, trading as 118118 Money (“Madison”), lent ... (4 pages)View decision -
Decision Reference DRN-5247063
10 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5247063 The complaint Mr N, through his representative, complains that Lloyds Bank PLC lent to him when he could not afford it. Lloyds approved a credit card for Mr N on 22 March 2018 with a credit limit of £1,000. What happened The card was approved for Mr N in March 2018 with a £... (3 pages)View decision
