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 5123 results
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Decision Reference DRN-5694816
6 Oct 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5694816 The complaint Mr R complains that Madison CF UK Limited trading as 118 118 Money was irresponsible in its lending to him. Mr R wants the interest and charges refunded and all adverse information regarding the loan removed from his credit file. What happened Mr R was provided... (4 pages)View decision -
Decision Reference DRN9961077
9 Nov 2016 Express Finance (Bromley) Limited Not upheldBanking and creditMr C complained that Express Finance (Bromley) Limited (trading as Payday Express) gave him loans that he couldn’t afford to repay.background The background to this complaint was set out in the provisional decision I issued last month. An extract from this is attached ... (4 pages)View decision -
Decision Reference DRN-3272500
28 Feb 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3272500 The complaint Mr C complains that Nationwide Building Society failed to refund transactions he didn’t recognise. What happened Mr C transferred a large sum of money into his Nationwide account after he’d won the money using an online betting merchant I’ll refer to as M. The fun... (4 pages)View decision -
Decision Reference DRN-4730874
1 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4730874 The complaint Mr C has complained that Bank of Scotland plc trading as Halifax acted irresponsibly when it allowed him to continue using his overdraft when it had become unaffordable for him. Background Mr C held a current account with Halifax which had an overdraft facility on... (4 pages)View decision -
Decision Reference DRN2858075
9 Feb 2017 MYJAR Limited UpheldBanking and creditMr S complains that MYJAR Limited provided him with short-term loans he couldn’t afford to repay.backgroundBased on what I’ve seen, Mr S took five loans with MYJAR as follows:Agreement DatePrinciple Amount BorrowedNo. of repayments dueMaximum monthly payment including in... (4 pages)View decision -
Decision Reference DRN-5329702
10 Apr 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5329702 The complaint Mr R complains that Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) acted irresponsibly by lending to him. What happened In late May 2022 Mr R acquired a car when he entered into a hire purchase agreement with Oodle. The cash price of the ... (4 pages)View decision -
Decision Reference DRN-4673493
22 Mar 2024 Admiral Markets UK Ltd Not upheldInvestmentsDRN-4673493 The complaint Mr S complains that Admiral Markets UK Ltd failed to act in his best interests when it provided a Contract for Difference (CFD) trading facility to him. His representative says Mr S has a gambling addiction and the provision of an account by Admiral led to him inc... (4 pages)View decision -
Decision Reference DRN-3257686
17 Jan 2022 Chetwood Financial Limited UpheldConsumer CreditDRN-3257686 The complaint Mr N complains Chetwood Financial Limited trading as LiveLend (LiveLend) acted irresponsibly when it provided a loan facility to him. What happened Mr N says when he applied for a loan with LiveLend in November 2019, he was in financial difficulties and was strugg... (4 pages)View decision -
Decision Reference DRN-5836571
23 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5836571 The complaint Miss C complains that NewDay Ltd trading as Marbles 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 conclusion were set out in a provisional dec... (4 pages)View decision -
Decision Reference DRN-4829444
6 Jun 2024 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4829444 The complaint Mr M has complained that Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) gave him a loan he couldn’t afford to repay. What happened Tesco gave Mr M a 60-month loan of £15,000 on 12 November 2021. The monthly repayments were £327.68 and the total repayab... (4 pages)View decision
