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-3450598
7 Jun 2022 Madison CF UK Limited Not upheldConsumer CreditDRN-3450598 The complaint Ms S complains that Madison CF UK Limited (trading as 118 118 Money) acted irresponsibly by granting her a loan that was unaffordable for her. She’s also raised concerns about how Madison has dealt with her when she made it aware that she was struggling to make he... (3 pages)View decision -
Decision Reference DRN-5156684
4 Dec 2024 Lendable Ltd Not upheldConsumer CreditDRN-5156684 The complaint Mrs P, through a representative, says Lendable Ltd irresponsibly lent to her. What happened Mrs P took out two instalment loans from Lendable. The first, in February 2021, was for £5,500 over 48 months; the monthly repayments were £182.83 and the total repayabl... (3 pages)View decision -
Decision Reference DRN-5753593
26 Aug 2025 Vodafone Limited Not upheldConsumer CreditDRN-5753593 Complaint Mrs D has complained about loans Vodafone Limited (“Vodafone”) provided to her. She says that she shouldn’t have been provided with so many agreements and that it was irresponsible for Vodafone to do so when her credit score was poor. Background Vodafone entered i... (3 pages)View decision -
Decision Reference DRN7306431
20 May 2015 Barclays Bank Plc Not upheldBanking and creditMr R complains that Barclays Bank Plc approved two personal loan applications that he made in 2014 when he “was not in a capable state of mind”. He is not able to make the monthly repayments and says Barclays should “write-off” the debt.backgroundBetween September... (2 pages)View decision -
Decision Reference DRN6291616
3 Nov 2017 Instant Cash Loans Limited UpheldBanking and creditMr A complains that Instant Cash Loans Limited (trading as Payday UK) gave him loans that he couldn’t afford to repay. He asks that it refunds interest and charges and removes information about the loans from his credit file.backgroundMr A took out five loans between Mar... (2 pages)View decision -
Decision Reference DRN3291640
28 Dec 2016 Express Finance (Bromley) Limited UpheldBanking and creditMr B complains that Express Finance (Bromley) Limited (trading as Payday Express) didn’t carry out proper affordability checks and irresponsibly granted him unaffordable payday loans. He wants the charges and interest refunded and his credit file amended.backgroundPayday ... (2 pages)View decision -
Decision Reference DRN-4027300
25 Oct 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4027300 The complaint Mr D has complained Tesco Personal Finance PLC, trading as Tesco Bank, has lodged a fraud-related marker on the industry fraud database, CIFAS, which has inconvenienced him. What happened In 2019 Mr D amended his direct debit with Tesco Bank so that the full amoun... (2 pages)View decision -
Decision Reference DRN2290103
13 Feb 2019 Stagemount Limited Not upheldBanking and creditMr W complains that Stagemount Limited, trading as Quid Market, gave him loans he couldn’t afford to repay.backgroundMr W took out the following loans with Quid Market:date£ amount borroweddate repaid12 May 201422530 May 201421 June 201430030 June 201433 July 201430031 Ju... (2 pages)View decision -
Decision Reference DRN-2372555
24 Nov 2020 Greenlight Credit Ltd UpheldConsumer CreditDRN-2372555 The complaint Mr C has complained that Greenlight Credit Ltd trading as Varooma lent to him irresponsibly. What happened I issued a provisional decision about this complaint in November 2020 that I summarise below. Mr C was given two logbook loans by Varooma in May and November... (4 pages)View decision -
Decision Reference DRN-5677103
11 Jul 2025 Marsh Finance & Commercial Limited Not upheldConsumer CreditDRN-5677103 The complaint Mr A complains through a representative that Marsh Finance & Commercial Limited (“Marsh”) failed to carry out sufficient affordability checks before it lent to him. What happened In October 2019, Marsh provided Mr A with a hire purchase agreement, for a us... (3 pages)View decision
