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-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-3707403
16 Sep 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3707403 The complaint Mr H complains about two loans provided to him by Everyday Lending Limited, trading as Everyday Loans, (“ELL”), which he says were unaffordable. The complaint is brought to this service on Mr H’s behalf by a claims’ management company. But for ease, I shall refer ... (5 pages)View decision -
Decision Reference DRN-3366774
11 Mar 2022 Logbook Money Limited UpheldConsumer CreditDRN-3366774 The complaint Miss G has complained that Logbook Money Limited (“LML” or “the lender”) was irresponsible to have agreed credit for her. What happened LML provided Miss G with two loans: her first was for £1,000 taken out on 17 October 2017 and her second was for £1,442 on 11 Fe... (5 pages)View decision -
Decision Reference DRN-2961396
28 Oct 2021 Advanced Payment Solutions Limited Not upheldBanking and PaymentsDRN-2961396 The complaint Mr S complains that Advanced Payment Solutions Limited (trading as Cashplus) won’t refund him for transactions he says he didn’t make or authorise. What happened Mr S legitimately uses a gambling website I’ll refer to as S and he has no complaint about transaction... (3 pages)View decision -
Decision Reference DRN-3616284
29 Jul 2022 Loans 2 Go Limited Not upheldConsumer CreditDRN-3616284 The complaint Mr K complains about a loan Loans 2 Go Limited provided to him. He says that Loans 2 Go Limited didn’t carry out proper lending checks and, if they had done so, would have seen that he had a gambling addiction. Mr K says Loans 2 Go Limited shouldn’t have lent to h... (4 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-4153587
25 May 2023 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4153587 The complaint Miss T complains that Capital One (Europe) plc lent irresponsibly when it approved her 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. ... (3 pages)View decision -
Decision Reference DRN-2918032
19 Aug 2021 Advanced Payment Solutions Limited Not upheldBanking and PaymentsDRN-2918032 The complaint Mr R complains as a director of C (a limited company) that Advanced Payment Solutions Limited trading as Cashplus (“Cashplus”) has held him liable for transactions he’s said were carried out fraudulently. What happened Three transactions equalling around £4,000 le... (3 pages)View decision -
Decision Reference DRN-5553098
22 Jul 2025 Bamboo Limited Not upheldConsumer CreditDRN-5553098 The complaint Mr N complains that Bamboo Limited trading as Bamboo Loans irresponsibly lent to him. Mr N says he was struggling with gambling at the time Bamboo lent, and had it carried out sufficient checks, it would have seen that he couldn’t repay what it agreed to lend h... (3 pages)View decision