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 4727 results
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Decision Reference DRN9105000
13 Dec 2016 Lending Stream Llc UpheldBanking and creditMr C complains that Lending Stream LLC gave him eleven loans he couldn’t afford to repay. He’s also unhappy with how frequently they contacted him after he’d taken out the loans. Mr C feels that their text messages and emails were excessive and eventually made him feel ... (3 pages)View decision -
Decision Reference DRN-4348873
17 Oct 2023 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4348873 The complaint Mrs W complains that Vanquis Bank Limited irresponsibly lent to her. What happened Mrs W applied for a credit card from Vanquis in September 2014. It gave her a £250 credit limit and increased this to £500 in March 2015 and to £1,500 in March 2017. Vanquis upheld ... (2 pages)View decision -
Decision Reference DRN-3517008
6 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3517008 The complaint Mr B complains that NewDay Ltd trading as Aqua lent to him irresponsibly when it provided him with credit limits. What happened I issued my provisional decision about this complaint on 11 May 2022. I provisionally upheld the complaint. Here’s what I said: What hap... (6 pages)View decision -
Decision Reference DRN-4189833
18 Oct 2023 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-4189833 The complaint Mr B complains Specialist Motor Finance Limited (SMFL) irresponsibly approved a hire purchase agreement which he couldn’t afford. What happened Mr B took out a hire purchase agreement with SMFL on 11 April 2019. The cash value was £7,000 and the total amount repay... (4 pages)View decision -
Decision Reference DRN-4461725
16 Nov 2023 Chetwood Financial Limited Not upheldConsumer CreditDRN-4461725 The complaint Mr G complains Chetwood Financial Limited trading as BetterBorrow irresponsibly provided him with an unaffordable loan. What happened BetterBorrow provided Mr G with a loan of £10,000 in June 2022. The loan had 84 monthly repayments of around £192 and a total repa... (4 pages)View decision -
Decision Reference DRN-1945030
10 Jul 2020 PDL Finance Limited UpheldConsumer CreditDRN-1945030 The complaintMiss J complains that PDL Finance Limited (trading as ‘Mr Lender’) acted irresponsibly when lending to her. What happenedBetween July 2018 and March 2019 Mr Lender provided Miss J with four loans. Here’s a table setting out details of those loans:LoanDate Taken Da... (4 pages)View decision -
Decision Reference DRN-3619443
28 Jul 2022 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-3619443 The complaint and what happened Mr H complains that Tesco Personal Finance PLC, trading as Tesco Bank, lent to him irresponsibly and without carrying out proper affordability checks. He would like all the fees and charges associated with the loan refunded, along with some of th... (4 pages)View decision -
Decision Reference DRN-5020302
23 Sep 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5020302 Complaint Mr V complains that Oodle Financial Services Limited (trading as “Oodle” Car Finance) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable. Background In January 2019, Oodle provided Mr V... (3 pages)View decision -
Decision Reference DRN0822536
16 Jun 2017 Provident Personal Credit Limited Not upheldBanking and creditMr R complains that Provident Personal Credit Limited sold him home credit loans he couldn’t afford.backgroundBetween 2005 and 2014, Mr R took out 14 loans with Provident. In 2016 he complained to Provident that these had been unaffordable, and asked for a refund of th... (2 pages)View decision -
Decision Reference DRN-5256766
23 Jan 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5256766 The complaint Mr S complains that Capital One (Europe) plc lent irresponsibly when it approved his credit card application. What happened Mr S applied for a credit card with Capital One in June 2023. In his application, Mr S said he was employed with an income of £32,500. M... (3 pages)View decision
