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
-
Decision Reference DRN-5152747
18 Nov 2024 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5152747 The complaint Mr C has complained that Oakbrook Finance Limited, trading as Likely Loans, acted irresponsibly when it provided him with a loan for £1,000 in 2014. Background Mr C applied for a £1,000 loan with Likely Loans in December 2014. He has explained that at the time... (4 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-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 DRN8455447
2 May 2018 WDFC UK Limited Not upheldBanking and creditMrs K complains that WDFC UK Limited (trading as Wonga.com) didn’t do proper checks before approving her loan applications.backgroundMrs K had two instalment loans from Wonga between May 2017 and August 2017 as follows:LoanDateAmountTermInstalmentRepaidStatus111 May 2017£50... (2 pages)View decision -
Decision Reference DRN-2392507
13 Jan 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2392507 The complaint Miss M has complained that Santander UK Plc won’t refund transactions, which she says she didn’t authorise. What happened Miss M opened an account with an online gambling merchant in January 2018. She later registered with GAMSTOP to have herself excluded from gam... (4 pages)View decision -
Decision Reference DRN5782420
15 Mar 2016 The Royal Bank of Scotland Plc Not upheldBanking and creditMr W complains about the customer service he has received from the Royal Bank of Scotland Plc.backgroundMr W says he phoned RBS to check the balance on his account. But he struggled to understand the person he spoke to. So he asked to speak to someone else. When tha... (2 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
