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
-
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-5872327
9 Oct 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5872327 Complaint Miss A has complained about high-cost short-term credit (“HCSTC”) instalment loans she took out with Propel Holdings (UK) Limited (trading as “Quid Market”). She says that Quid Market should not have provided her with these loans as they were unaffordable. Backgr... (6 pages)View decision -
Decision Reference DRN-5553646
12 May 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5553646 The complaint Mr G complains that Tesco Personal Finance Limited trading as Tesco Bank 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 ou... (3 pages)View decision -
Decision Reference DRN-5386434
28 May 2025 PDL Finance Limited Not upheldConsumer CreditThe complaint Miss S complains that PDL Finance Limited (PDL), trading as Mr Lender, acted irresponsibly when providing her with two loans. What happened In 2024, Miss S took out the following two loans with PDL: Loan Date of Loan Loan Amount Instalments Date Repaid 1 12/03/2024 £200 3 31/... (4 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-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-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 -
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-4660450
12 Apr 2024 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4660450 The complaint Mr P complains that Tesco Personal Finance PLC trading as Tesco Bank lent to him irresponsibly. What happened In July 2017, Mr P applied for and received a loan of £17,500 from Tesco. The loan was to be repaid in 84 monthly repayments of £262.71. Mr P says that at... (3 pages)View decision