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
-
Decision Reference DRN-4795273
15 May 2024 Vanquis Bank Limited UpheldConsumer CreditDRN-4795273 The complaint Mr R says Vanquis Bank Limited lent to him irresponsibly. What happened This complaint relates to a loan Vanquis agreed for Mr R. But in order to explain my decision, I also need to refer to his credit card account with Vanquis which has been the subject of a simi... (3 pages)View decision -
Decision Reference DRN-5115361
1 Nov 2024 Gain Credit LLC UpheldConsumer CreditDRN-5115361 The complaint Miss B complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave her loans she couldn’t afford to repay, and Lending Stream would’ve realised that had it made better checks. What happened A summary of Miss B’s borrowing can be found in t... (8 pages)View decision -
Decision Reference DRN-5372363
7 Apr 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5372363 Complaint Mr M complains that MotoNovo Finance Limited (“MotoNovo”) unfairly entered into a hire- purchase agreement with him. He’s said the payments to his agreement were unaffordable. Background In December 2020, MotoNovo provided Mr M with finance for a used car. The cas... (3 pages)View decision -
Decision Reference DRN-2343561
10 Dec 2020 Carcashpoint Limited UpheldConsumer CreditDRN-2343561 The complaint Mr P complains that CarCashPoint Limited lent to him in an irresponsible manner. What happened Mr P was given four loans by CarCashPoint as shown in the table below. Each of the loans was secured on a vehicle that Mr P owned. It appears that, from time to time, Mr... (4 pages)View decision -
Decision Reference DRN8957992
19 Sep 2013 Bank of Scotland Plc Not upheldBanking and creditMr Q complains that Bank of Scotland plc refuses to refund a number of online payments made using his credit card, but without his knowledge or permission. background Mr Q opened an online gambling account in early 2012 and linked his Bank of Scotland credit card to it. One morning in ... (2 pages)View decision -
Decision Reference DRN-2864272
15 Sep 2021 TFS Loans Limited UpheldConsumer CreditDRN-2864272 The complaint Mr C complains TFS Loans Limited didn’t complete reasonable and proportionate checks when accepting him for a loan. What happened Mr C was accepted for a guarantor loan with TFS in May 2015. The loan was for £6,000 over a term of 36 months with a monthly repayment... (4 pages)View decision -
Decision Reference DRN-4418956
25 Oct 2023 Nationwide Building Society UpheldConsumer CreditDRN-4418956 The complaint Mr B’s complaint is that Nationwide Building Society irresponsibly provided him with three unaffordable loans. What happened Nationwide provided Mr B with the following loans: Loan Date of loan Capital amount Term (months) Monthly repayments Total repayable value ... (5 pages)View decision -
Decision Reference DRN-5538840
1 Jul 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5538840 Complaint Mr R complains that Stellantis Financial Services UK Limited (then trading as “PSA Finance” UK) unfairly entered into a conditional sale agreement with him. The finance was provided under PSA Finance’s Autobank trading name and so for the sake of consistency, I’ve ... (3 pages)View decision -
Decision Reference DRN6785388
13 Feb 2017 Wage Day Advance Limited UpheldBanking and creditMs L complains that Wage Day Advance Limited “Wage Day” lent her money she couldn’t afford to repay. backgroundWage Day provided Ms L with eleven loans between September 2012 and March 2016:(1)£100 – 27.09.12 (7) £100 – 08.07.15 (2) £100 – 24.01.14 (8) £250 – 01.09.1... (3 pages)View decision -
Decision Reference DRN5186681
18 Sep 2018 Active Securities Limited UpheldBanking and creditMr W complains that Active Securities Limited trading as 247 Moneybox gave him loans that he couldn’t afford to repay.background247 Moneybox gave Mr W 15 loans between April 2015 and April 2017. A summary of Mr W’s borrowing from 247 Moneybox is set out below. Loan ... (4 pages)View decision
