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-3192972
7 Mar 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3192972 The complaint Mr F complained that Madison CF UK Limited trading as 118 118 Money lent to him irresponsibly and provided him with an unaffordable loan. What happened Mr F was given a loan by 118 118 Money as follows: Loan start date Loan amount Monthly repayment Total amount pa... (3 pages)View decision -
Decision Reference DRN-3236519
27 Jan 2022 MBNA Limited UpheldBanking and PaymentsDRN-3236519 The complaint Mr L has complained that MBNA Limited was irresponsible in lending to him. What happened In 2016, Mr L took out a credit card with MBNA for £10,000. The limit was increased to £13,000 over the following 18 months. The account was later closed. In 2021, Mr L compla... (3 pages)View decision -
Decision Reference DRN-5594478
18 Jul 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5594478 The complaint Mr C complains that JAJA FINANCE LTD’s, trading as JaJa Credit Card, decision to issue him with a credit card was irresponsible. What happened In May 2024, Mr C applied for a JAJA credit card. On 17 May 2024, JAJA opened an account and issued Mr C with a cred... (3 pages)View decision -
Decision Reference DRN1499237
23 Jan 2020 Emergency Cash Limited UpheldBanking and creditMr C says Emergency Cash Limited, trading as wizzcash.com (“ECL”) irresponsibly lent to him.backgroundThis complaint is about three instalment loans ECL provided to Mr C between March 2015 and October 2016. Mr C’s borrowing history is as follows:Mr C has said he should not have been given ... (3 pages)View decision -
Decision Reference DRN7279552
13 Dec 2016 PDL Finance Limited UpheldBanking and creditMiss S complains that PDL Finance Limited, trading as Mr Lender (PDL), gave her five instalment loans that were unaffordable.backgroundMiss S took five instalment loans with PDL between 28 May 2015 and 15 December 2015. date taken principal amount borrowed £ term of loan... (3 pages)View decision -
Decision Reference DRN1664834
7 Mar 2017 Cfo Lending Limited UpheldBanking and creditMr W complains that CFO Lending Limited gave him loans he couldn’t afford to pay back. backgroundMr W took out nine loans with CFO lending. Some of the loans were deferred and Mr W hasn’t yet repaid the last loan. date takenamountDeferrals/top upsDate repaid10 November... (3 pages)View decision -
Decision Reference DRN6641088
14 Apr 2020 S.D. Taylor Limited UpheldBanking and creditMrs T complains about irresponsible lending for home credit loans approved for her by SD Taylor Limited. She says that “They did not take the correct actions to ensure the loans were affordable and stop lending. I was in a lot of debt and they kept offering these loans.”backgroundMrs T com... (4 pages)View decision -
Decision Reference DRN8924781
26 Jan 2019 Nationwide Building Society Not upheldBanking and creditMr J complains that problems with Nationwide Building Society’s systems prevented him from making payments to place bets online which caused him financial loss.backgroundMr J attempted to make several payments to an online gambling account in November 2018 but the payme... (1 page)View decision -
Decision Reference DRN8574619
22 Mar 2017 WDFC UK Limited UpheldBanking and creditMiss W complains that WDFC UK Limited, trading as Wonga, provided her with loans which she couldn’t afford.backgroundMiss W took a number of loans from Wonga between February and December 2013. When Miss W complained to Wonga last year, it didn’t agree it had done ... (4 pages)View decision -
Decision Reference DRN2270979
8 Jan 2014 Bank of Scotland Plc Not upheldBanking and creditK complains through its directors that Bank of Scotland plc (trading in this instance as Halifax) failed to identify fraudulent activity on the account of one its customers, and that this caused K loss. backgroundK employed Mr D as its bookkeeper. Mr D arranged fraudulent transfers from ... (1 page)View decision
