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-2853058
3 Jun 2021 Capital One (Europe) plc UpheldBanking and PaymentsDRN-2853058 The complaint Mr D is complaining about how Capital One (Europe) plc treated him in respect of his credit card when he was in financial difficulty. What happened Mr D had a credit card with Capital One. He says that in October 2017 he spoke with Capital One and told them he was... (3 pages)View decision -
Decision Reference DRN-3664789
24 Aug 2022 Lendable Ltd UpheldConsumer CreditDRN-3664789 The complaint Miss V complains that Lendable Ltd irresponsibly lent her money on a high cost loan that she couldn’t afford to repay. What happened Lendable provided Miss V with a loan on 2 March 2019 for £10,000, repayable over 60 months at the monthly rate of around £315. She ... (4 pages)View decision -
Decision Reference DRN5816545
27 Mar 2018 Instant Cash Loans Limited Not upheldBanking and creditMr M complains that Instant Cash Loans Limited, trading as Payday UK, gave him loans he couldn’t afford to repay.backgroundMr M took out the following loans with Payday UK:date£ amount borroweddate repaid14 March 20151002 April 201525 April 201530026 April 2015313 ... (2 pages)View decision -
Decision Reference DRN7112842
10 Apr 2017 National Westminster Bank Plc Not upheldBanking and creditMr I complains that National Westminster Bank Plc (NatWest) irresponsibly lent money to him in October 2015.background Mr I took out a NatWest loan online for £1500 on 15 October 2015. He then took out a further loan for £1000 on 19 October 2015. He says at the time... (2 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-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-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 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
