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 DRN7969369
11 Sep 2018 The Car Finance Company (2007) Ltd UpheldBanking and creditMr W complains that The Car Finance Company (2007) Ltd (“TCFC”) approved lending to him when he couldn’t afford it. backgroundMr W entered into a hire purchase agreement with TCFC for a second hand car in October 2016. The agreement was for 36 months with repayments ... (3 pages)View decision -
Decision Reference DRN-2896764
27 Sep 2021 Sporting Index Limited Not upheldInvestmentsDRN-2896764 The complaint Mr V complains that Sporting Index Limited allowed him to open a spreadbetting account with a credit facility which he wasn’t told about. As a result, he now owes a debt – when he thought the most he could lose was his deposit. What happened In March 2020 Mr V ope... (4 pages)View decision -
Decision Reference DRN-1562198
21 Sep 2020 MBNA Limited Not upheldBanking and PaymentsDRN-1562198The complaintMr P is unhappy that MBNA Limited allowed him to increase his credit limit and to make money transfers. He said the card was unaffordable. What happenedMr P took out a credit card with MBNA. This had a 0% promotional rate on money transfers for the first 20 months. ... (3 pages)View decision -
Decision Reference DRN-5622318
17 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5622318 The complaint Mr O complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr O applied for an Aqua credit card in February 2018. In his application, Mr O said he was emplo... (3 pages)View decision -
Decision Reference DRN-3091261
6 Oct 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3091261 The complaint Mr B complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card and later increased the credit limit twice. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. In ... (3 pages)View decision -
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 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 DRN-6023341
30 Dec 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-6023341 The complaint Mr S complains that Startline Motor Finance Limited lent to him irresponsibly. What happened In April 2024, Mr S applied for and was given, a hire purchase agreement (HP) to enable him to acquire a used car. The terms were as follows: Cash value Deposit Amount... (4 pages)View decision -
Decision Reference DRN-5389244
29 Mar 2025 Stagemount Limited UpheldConsumer CreditDRN-5389244 The complaint Mr B argues that Stagemount Limited trading as Quidmarket gave him loans he couldn’t afford to repay. What happened Mr B initially complained about all the loans Quidmarket agreed between 2014 until 2024. Our service concluded that his complaint in relation to... (4 pages)View decision