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-3652824
17 Aug 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3652824 The complaint Miss H has complained that Madison CF UK Limited trading as 118118 Money lent to her irresponsibly. What happened Miss H borrowed £5,000 from Madison in June 2021. The loan was due to be repaid in 36 monthly instalments of about £226. The total amount repayable wa... (3 pages)View decision -
Decision Reference DRN4868980
25 Aug 2017 National Westminster Bank Plc Not upheldBanking and creditMs R complains that National Westminster Bank Plc took £2,000 from her account and sent her a bank card in her father’s name. She also complains about abusive behaviour from NatWest’s staff and that a manager followed her into another bank to cause trouble.background ... (2 pages)View decision -
Decision Reference DRN-4213434
9 Nov 2023 Morses Club PLC Not upheldConsumer CreditDRN-4213434 The complaint Mr M complains that Morses Club PLC irresponsibly gave him a fixed sum loan agreement he couldn’t afford to repay. What happened In October 2022, Mr M applied for a personal loan with Morses. He borrowed £980 which was to be repaid by 52 weekly repayments of £36.7... (2 pages)View decision -
Decision Reference DRN-6086968
23 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6086968 The complaint National Westminster Bank PLC (‘NatWest’) provided Mr M with two loans in 2024 for the purpose of refinancing. He says both loans were provided irresponsibly. What happened NatWest provided Mr M with a personal loan in June 2024. The loan was for £24,500 and w... (2 pages)View decision -
Decision Reference DRN4319514
31 Mar 2015 Nationwide Building Society Not upheldBanking and creditMrs W complains that money has been removed from her Nationwide Building Society savings account and spent without her knowledge.backgroundIn late 2013 through to early 2014, several transfers were made from Mrs W’s Nationwide savings account. The money went to Mrs W’s... (2 pages)View decision -
Decision Reference DRN-2945616
1 Dec 2021 Nationwide Building Society Not upheldConsumer CreditDRN-2945616 The complaint Miss B complains that her loan with Nationwide Building Society (“Nationwide”) was lent to her irresponsibly. What happened In 2014 Miss B took out a £5,000 loan over 48 months. The loan was applied for and approved on Nationwide’s website. Miss B says she was in ... (3 pages)View decision -
Decision Reference DRN-5929326
7 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5929326 The complaint Mr C says Shawbrook Bank Limited (‘Shawbrook’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a loan. He says that he realistically couldn’t afford the loan as he was already in a debt m... (3 pages)View decision -
Decision Reference DRN-2984924
20 Jan 2022 Retail Money Market Ltd UpheldConsumer CreditDRN-2984924 The complaint Miss B says Retail Money Market Ltd (trading as RateSetter) facilitated a loan for her that she couldn’t afford. What happened Miss B took out a loan for £2,000 through RateSetter’s electronic system in January 2017. The loan total of £2,364.24, including interes... (3 pages)View decision -
Decision Reference DRN-1747601
7 Jul 2020 PDL Finance Limited Not upheldConsumer CreditDRN-1747601 The complaintMr S complains that PDL Finance Limited (trading as Mr Lender) was irresponsible to lend to him. What happenedMr S had two loans from Mr Lender between June and December 2017 as follows:Loan Date AmountTermMax Monthly Repayment Due Repaid 128 Jun 2017£3006m£1061 D... (2 pages)View decision -
Decision Reference DRN5706967
9 Sep 2016 PDL Finance Limited UpheldBanking and creditMr C complains that PDL Finance Limited (trading as Mr Lender) gave him loans he couldn’t afford to repay. He asks that it writes off the debt, corrects his credit file and pays compensation. backgroundMr C took two loans from Mr Lender in November 2012 and January... (2 pages)View decision