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 5443 results
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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 -
Decision Reference DRN-5376957
12 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5376957 The complaint Mr N complains that HSBC UK Bank Plc (“HSBC”) acted irresponsibly when it failed to monitor his overdraft and act on patterns of reliance and that it failed to spot signs of his financial difficulties. What happened On 18 November 2018, Mr N opened a HSBC adva... (4 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-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-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 DRN2072082
7 Mar 2018 Emergency Cash Limited UpheldBanking and creditMr S complains that Emergency Cash Limited (trading as wizzcash.com) (the business) was irresponsible in its lending to him. backgroundMr S took out eight loans with the business between August 2015 and March 2017. He says that new loans were provided as soon as pre... (3 pages)View decision -
Decision Reference DRN-2936483
27 Oct 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2936483 The complaint Mr H complains that Vanquis Bank Limited (“Vanquis”) lent to him irresponsibly and didn’t carry out sufficient checks when they increased his credit limit on his credit card account. What happened Mr H was accepted for a credit card by Vanquis in August 2013 with ... (3 pages)View decision -
Decision Reference DRN-3301318
25 Mar 2022 Madison CF UK Limited Not upheldConsumer CreditDRN-3301318 The complaint Mrs M complains about the interest Madison CF UK Limited (trading as 118 118 Money) charged her when she settled her loan early. She also says it acted irresponsibly by granting her a loan that was unaffordable for her. What happened In late 2021, Mrs M took out a... (4 pages)View decision -
Decision Reference DRN-3136931
17 Feb 2022 Progressive Money Limited Not upheldConsumer CreditDRN-3136931 The complaint Mr M says Progressive Money Limited irresponsibly lent to him when it provided an unaffordable loan. What happened Progressive provided the following loan to Mr M: Date loan taken Loan amount Scheduled term Monthly repayment Total amount repayable Loan status 8.11... (3 pages)View decision -
Decision Reference DRN-5809933
30 Sep 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5809933 The complaint Mr R is complaining that Specialist Motor Finance Limited (SMFL) acted irresponsibly in lending to him. Mr R’s complaint has been handled by a representative, but for ease I’ve written as if we’ve dealt with him directly throughout. What happened In June 2022, ... (3 pages)View decision