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-5358021
13 Mar 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5358021 The complaint Mr L complains that STARTLINE MOTOR FINANCE LIMITED (“Startline”) didn’t carry out proportionate checks before lending and had it done so it would’ve seen the agreement wasn’t affordable. What happened In March 2021, Startline provided Mr L with a hire purchas... (4 pages)View decision -
Decision Reference DRN-2707817
19 May 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2707817 The complaint Mr G complains that NewDay Ltd lent to him irresponsibly through two credit card accounts they gave him. He feels this led to him getting into a spiral of debt and having to go onto a debt management plan. What happened In November 2013 Mr G applied for a credit c... (4 pages)View decision -
Decision Reference DRN5393516
10 Aug 2018 Uncle Buck Finance LLP UpheldBanking and creditMr M complains Uncle Buck Finance LLP (“UBF”) lent to him irresponsibly.backgroundThe background to Mr M’s complaint, and my preliminary findings on it, can be found in my provisional decision which is attached to and forms a part of this final decision.In brief howev... (6 pages)View decision -
Decision Reference DRN-3444417
13 May 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3444417 The complaint Mr A complains about a loan from AvantCredit of UK, LLC, (“ACUK”), which he says was unaffordable. What happened ACUK provided Mr A with a loan of £4,750 in August 2018. ACUK also added a £250 administration fee to the credit amount. The interest rate was 35.51%, ... (7 pages)View decision -
Decision Reference DRN3101038
3 Sep 2019 NewDay Ltd UpheldBanking and creditMr W complains that NewDay Ltd (trading as Aqua) was irresponsible when it increased the credit limit on his credit card account. backgroundThe background to this complaint, and my initial conclusions, were set out in my provisional decision dated 13 August 2019 – a copy of which is attach... (5 pages)View decision -
Decision Reference DRN-3410242
1 Apr 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3410242 The complaint Mr W complains Nationwide Building Society acted unfairly when it defaulted his accounts. What happened Mr W had two current accounts with Nationwide – a Flex account and a FlexDirect account. He says he’d been the victim of various phishing scams and there were t... (9 pages)View decision -
Decision Reference DRN6600513
9 Sep 2016 MEM Consumer Finance Limited UpheldBanking and creditMr C complains that MEM Consumer Finance Limited (trading as Payday UK) gave him loans he couldn’t afford to repay. He asks that it writes off the debt, corrects his credit file and pays compensation.backgroundMr C took loans from Payday UK in November 2012 and January... (2 pages)View decision -
Decision Reference DRN1801468
28 Feb 2020 Bank of Scotland Plc Not upheldBanking and creditComplaintMr M complains that Bank of Scotland plc lent irresponsibly when it approved a loan for £3,000 in August 2015. BackgroundMr M applied for a loan online with Bank of Scotland on 10 August 2015. In the application, Mr M told Bank of Scotland he earned £1,150 a month and had commitme... (2 pages)View decision -
Decision Reference DRN3249328
4 Mar 2019 Gain Capital UK Limited Not upheldInvestment and pensionsMr G’s complaint is about his contracts for differences (CFD) trading account with Gain Capital UK Limited (trading as City Index). He says City Index did as follows: Closed, without his consent, three specific trades on 31 May 2018. Unfairly declined his request... (5 pages)View decision -
Decision Reference DRN2984314
5 Sep 2018 PDL Finance Limited Not upheldBanking and creditMr W complains that PDL Finance Limited, trading as Mr Lender, was irresponsible to give him loans at a time when his debts were mounting up due to a gambling addiction.backgroundMr W borrowed three times from Mr Lender between February 2014 and November 2016, as fol... (2 pages)View decision
