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 4630 results
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Decision Reference DRN-4075703
3 Aug 2023 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-4075703 The complaint Mr R complains that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) lent to him irresponsibly. What happened In October 2021, Mr R applied to MCB for a loan of £5,000. It was agreed and was to be repaid in 48 monthly instalments of approximate... (3 pages)View decision -
Decision Reference DRN-2853427
8 Jun 2021 PDL Finance Limited Not upheldConsumer CreditDRN-2853427 The complaint Mr L complains that PDL Finance Limited, trading as Mr Lender, lent to him irresponsibly. What happened Using information provided by PDL and Mr L, here is a brief table showing the approved loans. It has been amended since my last provisional decision dated 7 May... (6 pages)View decision -
Decision Reference DRN-2735324
18 Jun 2021 My Finance Club Limited UpheldConsumer CreditDRN-2735324 The complaint Mr W says My Finance Club Limited lent to him irresponsibly. He says that he took on a large amount of debt and he struggled to keep on top of all of it. He says My Finance Club should have made better checks and found out about this. Mr W says it wouldn’t have le... (4 pages)View decision -
Decision Reference DRN-4114046
6 Oct 2023 TSB Bank plc Not upheldBanking and PaymentsDRN-4114046 The complaint Mr W complains that TSB Plc, trading as TSB Bank (‘TSB’), irresponsibly gave him a credit card account that he couldn’t afford. What happened Mr W was granted his credit card account in September 2021. The opening credit limit was £2,500. It was never increased. M... (2 pages)View decision -
Decision Reference DRN-5283115
21 Feb 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5283115 The complaint Mr N says Starling Bank Limited (“Starling”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr N has disp... (2 pages)View decision -
Decision Reference DRN-2909011
5 Jul 2021 Loans 2 Go Limited Not upheldConsumer CreditDRN-2909011 The complaint Mr M is unhappy that Loans 2 Go Limited approved him for a loan which he feels was unaffordable for him at that time. What happened In December 2018, Mr M applied for a loan with Loans 2 Go. His application was approved, and Mr M received the loan funds later that... (4 pages)View decision -
Decision Reference DRN9363696
22 May 2017 IG Index Limited Not upheldInvestment and pensionsMr F’s complaint is about the administration of his spread betting account with IG Index Limited. IG closed three positions he held in GBP/USD. Mr F is unhappy IG closed his positions causing a large loss. Mr F thinks he had guaranteed stop loss orders which should ... (2 pages)View decision -
Decision Reference DRN-3477207
23 May 2022 Logbook Money Limited UpheldConsumer CreditDRN-3477207 The complaint Miss H has complained that Logbook Money Limited (“LBM”) was irresponsible to have agreed credit for her. What happened LBM provided Miss H with a loan of £1,500 on 26 April 2021. The total amount of £4,200, including interest and charges, was to be repaid in 78 w... (3 pages)View decision -
Decision Reference DRN-5359456
3 Mar 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5359456 Complaint Mr M complains that Startline Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said he shouldn’t have been lent to given his previous credit history. Background In September 2017, SMF provided Mr M with finance for a us... (3 pages)View decision -
Decision Reference DRN-5273558
27 Jan 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5273558 Complaint Mr D complains that Stellantis Financial Services UK Limited (trading as “Vauxhall Finance”) unfairly entered into a conditional sale agreement with him. The finance was provided under the GMAC trading name and so for the sake of clarity, I’ve referred to GMAC thr... (4 pages)View decision
