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-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-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-5488389
30 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5488389 The complaint Miss B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss B applied for an Aqua credit card in December 2021. Aqua’s confirmed Miss B gave her incom... (3 pages)View decision -
Decision Reference DRN9522983
11 Apr 2019 Capital Cash Limited UpheldBanking and creditMr B complains that Capital Cash Limited (CCL) was irresponsible in that it lent to him and he was ‘trapped in a debt spiral’ such that he had to continue borrowing. Mr B says that proper checks would have revealed that his ‘finances were in a state of disarray... (4 pages)View decision -
Decision Reference DRN-5204397
11 Dec 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5204397 The complaint Ms S has complained that Volkswagen Financial Services (UK) Limited trading as Seat Finance (“VFSL”) acted irresponsibly when it approved her for a car finance agreement in May 2023. Background Ms S took out a Personal Contract Purchase (“PCP”) agreement with ... (3 pages)View decision -
Decision Reference DRN-5849582
3 Oct 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5849582 Complaint Miss B has complained about a loan Admiral Financial Services Limited (trading as “Admiral Money”) provided to her. She says that the loan was unaffordable given her circumstances at the time. Background Admiral Money provided Miss B with a loan for £5,000.00 in N... (4 pages)View decision -
Decision Reference DRN-4809041
30 May 2024 Valour Finance Limited Not upheldConsumer CreditDRN-4809041 The complaint Miss S complains that Valour Finance Limited trading as Savvy.co.uk (“Valour”) gave her a loan of £1,100 when she had only applied for a loan of £400. She said if further checks had been conducted prior to lending Valour wouldn’t have lent to her because she was g... (4 pages)View decision -
Decision Reference DRN-5561008
18 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5561008 The complaint Mr P complains that Vanquis Bank Limited lent to him irresponsibly. What happened On 4 January 2012, Mr P applied for a credit card with Vanquis. The card was approved with an initial credit limit of £500, which was subsequently increased as follows: Date Cred... (4 pages)View decision -
Decision Reference DRN-3337945
30 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3337945 The complaint Mr A complains that NewDay Ltd (trading as Opus) won’t reimburse money he lost when he says he fell victim to a binary options investment scam. What happened Mr A came across a binary options company called Golden Markets online. He contacted them and was promised... (4 pages)View decision -
Decision Reference DRN8461475
16 Jun 2020 NewDay Ltd UpheldBanking and creditMrs B has complained about two credit card accounts taken out with NewDay Ltd. Mrs B says that NewDay shouldn’t have increased the credit limit on her Aqua card in 2014 and that it should not have allowed her to take out the Opus card in 2018. backgroundIn February 2012 Mrs B took out the... (4 pages)View decision
