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 DRN-5619601
8 Dec 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5619601 Complaint Mr B has complained about a personal loan Plata Finance Limited (“Plata”) provided to him. He says the loan was unaffordable and if his bank statements had been requested it would have been clear that he was taking this loan to fund his gambling addiction. Backgro... (3 pages)View decision -
Decision Reference DRN-5188837
4 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5188837 The complaint Miss B complains Monzo Bank Ltd only refunded a portion of the funds she lost. What happened In summary, Miss B says she lost over £40,000 while in a coercive relationship with an ex- partner. Miss B complained as she said Monzo did not provide any support tho... (3 pages)View decision -
Decision Reference DRN-5346650
3 Mar 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5346650 The complaint Mrs M says Brent Shrine Credit Union Limited, trading as My Community Bank (MCB), irresponsibly lent to her. What happened Mrs M took out a 24-month loan for £4,000 on 30 September 2019. The monthly repayments were £229.75 and the total repayable was £5,518.45... (3 pages)View decision -
Decision Reference DRN-5270346
3 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5270346 The complaint Mr B, through a representative, says NewDay Ltd, trading as Marbles Card, irresponsibly lent to him. What happened Mr B opened a credit card with NewDay in January 2018. He was given a £300 credit limit. This was increased to £1,200 in June 2018, to £2,600 in O... (3 pages)View decision -
Decision Reference DRN-5955629
16 Feb 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5955629 The complaint Miss E complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket (“Quidmarket”) gave her a loan without carrying out sufficient affordability checks. What happened Miss E was advanced one instalment loan of £300 in July 2025 and she was due to make 4 m... (3 pages)View decision -
Decision Reference DRN4676717
26 Jan 2017 Instant Cash Loans Limited UpheldBanking and creditMiss L complains that Instant Cash Loans Limited (trading as Payday Express) gave her loans she couldn’t afford to repay. She asks that it refunds interest and charges, plus 8% interest, and removes the loans from her credit file.backgroundMiss L took out seven loans b... (3 pages)View decision -
Decision Reference DRN-5366730
13 Aug 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5366730 The complaint Mr C complains that Tesco Personal Finance Limited (“Tesco”) irresponsibly provided him with a loan. What happened In April 2024 Mr C applied for a loan with Tesco. The application was approved and he was given a £7,500 loan to be repaid over 60 months at a mo... (3 pages)View decision -
Decision Reference DRN6520857
31 May 2017 MEM Consumer Finance Limited UpheldBanking and creditMr T complains that MEM Consumer Finance Limited (trading as Payday UK) gave him loans he couldn’t afford to repay. He asks for compensation and a full refund. Mr T is represented by a claims management company.backgroundMr T took out nine loans with Payday UK ... (5 pages)View decision -
Decision Reference DRN8744970
20 Jul 2020 Retail Money Market Ltd UpheldBanking and creditMrs S complains that Retail Money Market Ltd wrongly allowed her then husband to take out a loan in her name, but has sought payment from her. Retail Money Market Ltd trades as RateSetter.backgroundIn June 2018 a £3,500 loan was taken out in Mrs S’s name. The loan proceeds were paid into t... (3 pages)View decision -
Decision Reference DRN4855415
17 Mar 2017 Creation Financial Services Limited UpheldBanking and creditMr S is unhappy that Creation Financial Services Limited (‘Creation’) charged him a cash advance fee when he used his credit card to buy some gift vouchers.backgroundIn December 2016, Mr S bought a £100 gift card with his credit card. On receipt of his credit card stat... (2 pages)View decision