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 DRN5816545
27 Mar 2018 Instant Cash Loans Limited Not upheldBanking and creditMr M complains that Instant Cash Loans Limited, trading as Payday UK, gave him loans he couldn’t afford to repay.backgroundMr M took out the following loans with Payday UK:date£ amount borroweddate repaid14 March 20151002 April 201525 April 201530026 April 2015313 ... (2 pages)View decision -
Decision Reference DRN5092520
4 Jan 2019 Uncle Buck Finance LLP UpheldBanking and creditMr H complains that Uncle Buck Finance LLP lent him money he couldn’t afford to repay.backgroundMr H took out five loans with Uncle Buck between May and October 2014.Mr H says Uncle Buck was irresponsible to agree to lend to him. Mr H says he had a gambling addict... (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-3967082
30 Mar 2023 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3967082 The complaint Mr R complains that Moneybarn No. 1 Limited irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In December 2016, Mr R acquired a used car financed by a conditional sale agreement from Moneybarn. Mr R was required to m... (2 pages)View decision -
Decision Reference DRN-3650171
14 Sep 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3650171 The complaint Mr O complains that Mitsubishi HC Capital UK Plc, trading as Hitachi Personal Finance (“Hitachi”) provided him with credit he couldn’t afford to repay. What happened Hitachi approved an £11,000 loan for Mr O in December 2021. He was to make 48 monthly repayments o... (3 pages)View decision -
Decision Reference DRN-4311456
5 Feb 2024 Western Circle Ltd Not upheldConsumer CreditDRN-4311456 The complaint Ms S complains that Western Circle Ltd trading as Cashfloat irresponsibly lent to her. What happened Cashfloat lent Ms S two loans, the first loan was in October 2021 for £750, repayable in six monthly instalments of £206.60. Ms S repaid this loan within the same ... (2 pages)View decision -
Decision Reference DRN-3947605
8 Feb 2023 Madison CF UK Limited UpheldConsumer CreditDRN-3947605 The complaint Mr W complains that Madison CF UK Limited trading as 118 118 Money irresponsibly lent to him. He says at the time he had a gambling addiction and had borrowed three loans before 118 118 Money approved his loans. What happened 118 118 Money lent Mr W two loans, the... (3 pages)View decision -
Decision Reference DRN-5429858
28 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5429858 The complaint Mr H complains that Vanquis Bank Limited (“Vanquis”) didn’t act responsibly when providing him with a credit card. Mr H is represented by a professional third party, but for ease of reference I’ll refer to Mr H throughout. What happened Mr H applied for a cre... (3 pages)View decision -
Decision Reference DRN-5283115
21 Feb 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5283115 The complaint Mr N says Starling Bank Limited (“Starling”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr N has disp... (2 pages)View decision