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 4619 results
-
Decision Reference DRN-3583709
25 Jul 2022 Lendable Ltd Not upheldConsumer CreditDRN-3583709 The complaint Mr M complains through his representative that Lendable Ltd lent him money irresponsibly on a high cost loan that he couldn’t afford to repay. What happened Lendable provided Mr M with a loan on 17 February 2020 for £3,300, repayable over 60 months at the rate of ... (3 pages)View decision -
Decision Reference DRN-4251766
18 Jul 2023 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4251766 The complaint Miss B complains that Shop Direct Finance Company Limited (‘Shop Direct’) irresponsibly gave two credit accounts that she couldn’t afford. What happened On 16 November 2013, Miss B applied for a credit account with Shop Direct. Miss B was given a £800 credit limit... (3 pages)View decision -
Decision Reference DRN-3948025
6 Feb 2023 TSB Bank plc UpheldBanking and PaymentsDRN-3948025 The complaint Miss G has complained that she was consistently overdrawn for the past 14 year’s and that TSB Bank plc (“TSB”) acted unfairly by applying overdraft charges when she was in financial difficulty. What happened Miss G had a bank account with an overdraft limit of £2,... (3 pages)View decision -
Decision Reference DRN-5270346
3 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5270346 The complaint Mr B, through a representative, says NewDay Ltd, trading as Marbles Card, irresponsibly lent to him. What happened Mr B opened a credit card with NewDay in January 2018. He was given a £300 credit limit. This was increased to £1,200 in June 2018, to £2,600 in O... (3 pages)View decision -
Decision Reference DRN-5346650
3 Mar 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5346650 The complaint Mrs M says Brent Shrine Credit Union Limited, trading as My Community Bank (MCB), irresponsibly lent to her. What happened Mrs M took out a 24-month loan for £4,000 on 30 September 2019. The monthly repayments were £229.75 and the total repayable was £5,518.45... (3 pages)View decision -
Decision Reference DRN-4947225
12 Aug 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-4947225 Complaint Mr T has complained about a loan Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says that 118118 Money ought to have known that he was constantly using his large overdraft and other credit cards and therefore ought to have known the loan wa... (3 pages)View decision -
Decision Reference DRN-5188837
4 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5188837 The complaint Miss B complains Monzo Bank Ltd only refunded a portion of the funds she lost. What happened In summary, Miss B says she lost over £40,000 while in a coercive relationship with an ex- partner. Miss B complained as she said Monzo did not provide any support tho... (3 pages)View decision -
Decision Reference DRN-5425075
25 Mar 2025 Bank of Scotland Plc UpheldConsumer CreditDRN-5425075 The complaint Mr P has complained about a loan Bank of Scotland plc trading as Halifax provided to him. He says the loan was unaffordable and therefore shouldn’t have been given to him. Mr P is represented in bringing his complaint, but for ease I’ve written as if we’ve deal... (3 pages)View decision -
Decision Reference DRN-3410242
1 Apr 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3410242 The complaint Mr W complains Nationwide Building Society acted unfairly when it defaulted his accounts. What happened Mr W had two current accounts with Nationwide – a Flex account and a FlexDirect account. He says he’d been the victim of various phishing scams and there were t... (9 pages)View decision -
Decision Reference DRN8744970
20 Jul 2020 Retail Money Market Ltd UpheldBanking and creditMrs S complains that Retail Money Market Ltd wrongly allowed her then husband to take out a loan in her name, but has sought payment from her. Retail Money Market Ltd trades as RateSetter.backgroundIn June 2018 a £3,500 loan was taken out in Mrs S’s name. The loan proceeds were paid into t... (3 pages)View decision
