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-2301430
23 Nov 2020 Greenlight Credit Ltd UpheldConsumer CreditDRN-2301430 The complaint Miss K complains that Greenlight Credit Ltd (trading as Varooma) lent to her in an irresponsible manner. What happened I issued a provisional decision relating to this complaint in August 2020. In that decision I explained why I thought most of Miss K's compl... (3 pages)View decision -
Decision Reference DRN8537443
17 Dec 2018 Loans 2 Go Limited UpheldBanking and creditMiss Y complains that Loans 2 Go Limited provided her with a fixed sum loan that was unaffordable. She says Loans 2 Go should have realised the loan was unaffordable based on the information she provided.backgroundMiss Y took out a £1,000 loan in July 2013 which ... (2 pages)View decision -
Decision Reference DRN-1704817
8 Apr 2020 TSB Bank plc Not upheldBanking and PaymentsDRN-1704817The complaintMr C complains TSB Bank plc treated him unfairly when it considered his application for an overdraft and when it took the decision to close his account. What happenedMr C opened a current account with TSB in late 2019. He made an appointment to discuss getting an ov... (2 pages)View decision -
Decision Reference DRN9520951
12 Jul 2016 Capital One (Europe) plc Not upheldBanking and creditMr M complains about the way Capital One (Europe) plc dealt with payments from his account he said he did not make and that it has charged interest on his borrowing.backgroundMr M says that he did not make five payments (totalling £1,800) to an online gambling websit... (2 pages)View decision -
Decision Reference DRN2707521
7 Jan 2019 Vanquis Bank Limited Not upheldBanking and creditMr S complains that Vanquis Bank Limited was irresponsible when it opened a credit card account for him and then increased the credit limit.backgroundMr S opened a credit card account with Vanquis in March 2011. It then increased the limit even though he says he’d... (2 pages)View decision -
Decision Reference DRN2060087
8 Nov 2017 Emergency Cash Limited UpheldBanking and creditMiss L complains that Emergency Cash Limited (trading as wizzcash) gave her loans that she couldn’t afford to repay. She asks that it refunds interest and charges.backgroundMiss L took out an instalment loan with wizzcash in January 2017. The loan was repayable in three ... (2 pages)View decision -
Decision Reference DRN2310385
12 Sep 2014 Hitachi Capital (UK) Plc UpheldBanking and creditMr V complains about a loan provided to him by Hitachi Capital (UK) PLC, trading as Hitachi Capital Consumer Finance (“HCCF”). He said that the loan was unaffordable, and that HCCF had failed to undertake a responsible assessment of his creditworthiness. He would like the loan written ... (3 pages)View decision -
Decision Reference DRN-5829672
12 Feb 2026 Vodafone Limited UpheldConsumer CreditDRN-5829672 The complaint Mr D complains that Vodafone Limited acted irresponsibly when it lent him five fixed-sum personal loans, as they were unaffordable for him. What happened In 2021 and 2022, Mr D took out five fixed-sum loan agreements with Vodafone, each to purchase a smartphone... (2 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-3819107
22 Nov 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3819107 The complaint Mr J complains that NewDay Ltd (“NewDay”) irresponsibly granted him two credit card accounts he couldn’t afford to repay. What happened In March 2017 Mr J entered into an agreement with NewDay to have access to credit by way of a Marbles credit card account. He wa... (3 pages)View decision