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 5478 results
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Decision Reference DRN-4170879
5 Jul 2023 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4170879 The complaint Miss R complains that BMW Financial Services(GB) Limited (“BMWFS”) irresponsibly approved a hire purchase agreement with her that she couldn’t afford. What happened In July 2020 Miss R acquired a new car using a hire purchase agreement from BMWFS. The agreement re... (4 pages)View decision -
Decision Reference DRN1355315
28 Dec 2018 CURO TRANSATLANTIC LIMITED Not upheldBanking and creditMr M complains that Curo Transatlantic Limited trading as Wage Day Advance (WDA) was irresponsible to lend to him.backgroundMr M took out two loans with WDA. Mr M was due to repay just under £184 on the first loan that he took out in April 2018. Mr M took out th... (2 pages)View decision -
Decision Reference DRN-4985261
21 Mar 2025 IG Index Limited Not upheldInvestmentsDRN-4985261 The complaint Mr H complains that IG Index Limited (‘IG’) should’ve stopped him from trading on its platform. What happened In March 2020 Mr H opened a spread betting account with IG. As part of that he completed an online appropriateness test which IG used to decide whether... (3 pages)View decision -
Decision Reference DRN-4535254
11 Mar 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4535254 Complaint Mrs M has complained about an overdraft that TSB Bank plc (“TSB”) provided to her. She says the overdraft she was provided with was unaffordable for her. Background TSB provided Mrs M with an overdraft that had a limit of £500 in November 2020. The credit limit on the... (3 pages)View decision -
Decision Reference DRN-6077457
16 Jan 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-6077457 The complaint Mrs M complains that Barclays Bank UK PLC lent to her irresponsibly. What happened On 7 November 2019, Mrs M applied for – and was given – a loan from Barclays on the following terms: Date Amount Term Monthly repayment 7 November 2019 £10,600 60 months £208.29... (5 pages)View decision -
Decision Reference DRN2509152
7 Aug 2018 Vanquis Bank Limited Not upheldBanking and creditMs M complains that Vanquis Bank Limited gave her a credit card and increased balances which were unaffordable. She says it was irresponsible of Vanquis to do this.backgroundIn June 2011, Ms M applied for and was granted a credit card with Vanquis with an initial lim... (2 pages)View decision -
Decision Reference DRN-4195852
6 Jul 2023 Lendable Ltd Not upheldBanking and PaymentsDRN-4195852 The complaint Mr W complains that Lendable Ltd trading as Zable lent to him irresponsibly. What happened In September 2021 Mr W applied for a credit card with Zable. Zable approved the application and gave Mr W a card with an initial credit limit of £500. The credit limit was i... (2 pages)View decision -
Decision Reference DRN5440551
14 Nov 2017 Gracombex Ltd Not upheldBanking and creditMrs W, on behalf of her son Mr W, complains that Gracombex Ltd (trading as The Money Platform) (TMP) lent him a peer to peer instalment loan that was unaffordable. She’s also unhappy with its systems and processes. Mrs W wants it to stop all interest and agree a re... (2 pages)View decision -
Decision Reference DRN-5956071
22 Jan 2026 Gain Credit LLC Not upheldConsumer CreditDRN-5956071 The complaint Miss B complains that Gain Credit LLC trading as Lending Stream lent to her irresponsibly. What happened Miss B took two loans from Lending Stream. Loan 1 was taken in August 2024 for £550 and paid off 28 March 2025. Loan 2 was taken in April 2025 for £1,000. I... (2 pages)View decision -
Decision Reference DRN-4774513
1 May 2024 My Finance Club Limited UpheldConsumer CreditDRN-4774513 The complaint Mr M complains that My Finance Club Limited trading as Ondal.co.uk (“MFC”) gave him a loan without carrying out the correct affordability checks. Mr M says that had further checks been carried out MFC would’ve realised Mr M was already in a significant amount of d... (5 pages)View decision