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
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Decision Reference DRN-3663969
8 Dec 2022 Spreadex Limited Not upheldInvestmentsDRN-3663969 The complaint Mr R complains that Spreadex Limited should have gained a better understanding of his finances before allowing him to trade in his spread betting account and in failing to do so, contributed to his financial overcommitment and the losses he incurred. What happene... (3 pages)View decision -
Decision Reference DRN-4547185
7 Feb 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4547185 The complaint Mr P complains that credit limit increases offered by Capital One (Europe) plc, and a second credit card it lent him, were unaffordable. What happened Mr P took out a credit card with Capital One in November 2018, with an initial credit limit of £1,000. In Februar... (4 pages)View decision -
Decision Reference DRN5077734
1 Feb 2018 Euronetcash, Llc Not upheldBanking and creditMr S complains that EuroNetCash LLC (trading as On Stride Financial) gave him a loan that he couldn’t afford.backgroundIn 2015 Mr S took a loan for £1,000 with On Stride Financial. The loan was repayable by thirteen monthly instalments of £104.24.Mr S repaid the loan ... (2 pages)View decision -
Decision Reference DRN-3052071
14 Apr 2022 Madison CF UK Limited Not upheldConsumer CreditDRN-3052071 The complaint Mr F has complained that Madison CF UK Limited (trading as 118 118 Money) acted irresponsibly when it agreed to give him a loan in 2018. Background Mr F applied for a loan with 118 118 Money in October 2018. The loan was for a total of £1,000 to be repaid over 18 ... (2 pages)View decision -
Decision Reference DRN0353893
16 Apr 2018 Hitachi Capital (UK) Plc Not upheldBanking and creditMr M complains that Hitachi Capital (UK) Plc didn’t carry out affordability checks before accepting his loan application.backgroundMr M applied for a personal loan on 11 June 2015 for the sum of £10,000. On his application Mr M said he was living with his parents, ha... (3 pages)View decision -
Decision Reference DRN-5644682
8 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5644682 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved his credit card application. What happened Mr L applied for a Virgin Money credit card in July 2024. In his application, Mr L said he was earning £33,500 a year... (3 pages)View decision -
Decision Reference DRN-2956832
11 Aug 2021 Madison CF UK Limited Not upheldConsumer CreditDRN-2956832 The complaint Mr B says Madison CF UK Limited (trading as 118 118 Money) lent to him irresponsibly. What happened Mr B took out a 24-month loan for £1000 in June 2017. The monthly repayment was £98.71 and the total repayable was £2369.04. Mr B says 118 118 Money took advantage ... (3 pages)View decision -
Decision Reference DRN-5841904
25 Sep 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5841904 The complaint Miss C says Loans 2 Go Limited irresponsibly lent to her. What happened Miss C took out a loan for £400 over 18 months from Loans 2 Go on 19 September 2020. The monthly repayments were £91.42 and the total repayable was £1,645.56. She says Loans 2 Go did not d... (3 pages)View decision -
Decision Reference DRN-2792522
16 Jun 2021 PDL Finance Limited UpheldConsumer CreditDRN-2792522 The complaint Mr F complains that PDL Finance Limited (trading as ‘Mr Lender’) lent to him irresponsibly. What happened This complaint is about loans Mr Lender provided to Mr F as follows: Loan Date Taken Date Repaid Instalments Loan Amount Maximum Repayment 1 10/04/2018 15/08/... (5 pages)View decision -
Decision Reference DRN-5643945
10 Sep 2025 HSBC UK Bank Plc UpheldConsumer CreditDRN-5643945 The complaint Mr A complains that HSBC UK Plc lent to him when he could not afford it. And Mr A complains as to how they treated him when he was issued with a default. What happened Mr A applied for a £10,000 Graduate Loan in October 2018. This was due to cost him £250.33 a... (8 pages)View decision
