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-3046168
7 Dec 2021 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-3046168 The complaint Miss J said that Creation Consumer Finance Ltd irresponsibly lent to her. What happened Creation provided the following loan to Miss J: Date taken Loan status Number of monthly instalments Loan amount Approximate monthly repayment* March 2018 Outstanding 48 £10,00... (4 pages)View decision -
Decision Reference DRN4842754
18 Jun 2018 Casheuronet UK LLC UpheldBanking and creditMr M complains about the loans he took out with Casheuronet UK LLC trading as Pounds to Pocket. backgroundMr M took out two instalment loans with Pounds to Pocket from November 2013 to August 2015. Loan 1 was refinanced three times. I’ve called these refinanced loa... (4 pages)View decision -
Decision Reference DRN-3388030
12 Apr 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3388030 The complaint Mr B complained that Loans 2 Go Limited lent to him irresponsibly and provided him with an unaffordable loan. What happened Loans 2 Go provided a loan to Mr B as follows: Date taken Amount Term Monthly repayment Total amount repayable over loan term Date repaid 3/... (4 pages)View decision -
Decision Reference DRN-5806505
17 Sep 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5806505 The complaint Mr M says Madison CF UK Limited trading as 118 118 Money (‘118 118’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards two loans. He says that 118 118 should have done more before providing... (4 pages)View decision -
Decision Reference DRN-4362531
20 Feb 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-4362531 The complaint Miss E complained that Sainsbury's Bank Plc (“Sainsbury’s”) irresponsibly granted her two personal loans (in July and October 2022) that she couldn’t afford to repay. What happened Miss E took out the first loan in July 2022. The amount was £4,000, and the mo... (4 pages)View decision -
Decision Reference DRN-4917052
22 Jul 2024 MBNA Limited UpheldBanking and PaymentsDRN-4917052 The complaint Mr C complains that MBNA Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In... (4 pages)View decision -
Decision Reference DRN-4418956
25 Oct 2023 Nationwide Building Society UpheldConsumer CreditDRN-4418956 The complaint Mr B’s complaint is that Nationwide Building Society irresponsibly provided him with three unaffordable loans. What happened Nationwide provided Mr B with the following loans: Loan Date of loan Capital amount Term (months) Monthly repayments Total repayable value ... (5 pages)View decision -
Decision Reference DRN-4071732
26 Jul 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4071732 The complaint Miss R complains that Clydesdale Bank Plc (“Clydesdale”), trading as Virgin Money, irresponsibly granted her a credit card she couldn’t afford to repay. What happened Miss R entered into an agreement with Clydesdale to have access to credit with a credit card acco... (3 pages)View decision -
Decision Reference DRN-3320142
14 Mar 2022 Madison CF UK Limited Not upheldConsumer CreditDRN-3320142 The complaint Mr D complains that Madison CF UK Limited, trading as 118118 Money (Madison), lent to him irresponsibly. What happened Mr D has explained his circumstances at the time and I am sorry to hear it. And I understand his financial situation is better now. Mr D approach... (4 pages)View decision -
Decision Reference DRN-5485540
12 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5485540 The complaint Miss G complains Monzo Bank Ltd won’t refund the money she sent to an online casino which she now thinks was operating a scam. What happened In June 2024, Miss G used her Monzo card to deposit funds with an online casino (“O”). But when she tried to withdraw fr... (3 pages)View decision
