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 DRN5644397
20 Sep 2016 WDFC UK Limited UpheldBanking and creditMr D complains that WDFC UK Limited (trading as Wonga) should’ve realised that the loans he took out with the company were unaffordable that it was irresponsible in lending to him. He says that he was in a spiral of debt and using other payday lenders to repay lo... (3 pages)View decision -
Decision Reference DRN-4088039
20 Jun 2023 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-4088039 The complaint Mr L complains about what he considers to be irresponsible lending to him by Virgin Media Mobile Finance Limited (“Virgin Mobile”). What happened Over a period of around three and a half years Mr L took out eight Virgin Mobile phone contracts. The contracts mostly... (3 pages)View decision -
Decision Reference DRN-2315325
26 Nov 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2315325 The complaint Mr T says that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly when it increased his credit limits four times over a 14 month period. Mr T wants a refund of all interest paid and any late payment charges. What happened Aqua opened Mr T’s account in Dec... (5 pages)View decision -
Decision Reference DRN2749754
5 Feb 2019 Wageme.Com Limited UpheldBanking and creditMr E complains that WAGEME.COM LTD (“WCL”), gave him loans that he couldn’t afford to repay.backgroundMr E took 6 loans from WCL between June 2015 and September 2015 as follows:-Loan numberDate of LoanLoan repayment (including initial interest amount) Date repaid1.3/6/2015£... (5 pages)View decision -
Decision Reference DRN-4742046
30 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4742046 The complaint Mr P complains that Monzo Bank Ltd irresponsibly gave him a credit card account that he couldn’t afford to repay What happened Mr P held a current account with Monzo. In February 2022, he applied for a credit card that would be linked to his current account. Monzo... (6 pages)View decision -
Decision Reference DRN-4883358
22 Jul 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-4883358 The complaint Mr O complains that in 2017 Bank of Scotland plc, trading as Halifax, lent to him without doing the right checks. He says he had other debt which Halifax ought to have known about. Mr O says that Halifax did not account for his mental health at the time and an... (6 pages)View decision -
Decision Reference DRN-4536793
8 Jan 2024 FirstRand Bank Limited Not upheldConsumer CreditDRN-4536793 Complaint Miss W complains that FirstRand Bank Limited (trading as “MotoNovo” Finance) unfairly entered into a hire-purchase agreement with her. She’s said the payments to her agreement were unaffordable and so it shouldn’t have been provided to her. Background In February 2018... (3 pages)View decision -
Decision Reference DRN6292245
31 Oct 2019 MYJAR Limited UpheldBanking and creditMiss G complains that MYJAR Limited gave her loans that she couldn’t afford.backgroundMiss G took out three short term loans with MYJAR. Loans 1 and 2 were repayable by three monthly instalments. Loan 3 was repayable by 12 monthly instalments. Loan 3 hasn’t been repaid. Miss G’s loan histo... (6 pages)View decision -
Decision Reference DRN-4401690
16 Feb 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4401690 The complaint Mr D complains TSB Bank plc said he went overdrawn on his current account but couldn’t explain how. He’s also unhappy at them asking him to repay the balance. And he’s unhappy they’ve subsequently closed his account while reporting negative information. What happe... (5 pages)View decision -
Decision Reference DRN-5696365
9 Oct 2025 Gain Credit LLC UpheldConsumer CreditDRN-5696365 The complaint Mr B complains that Gain Credit LLC trading as Lending Stream lent to him when he could not afford it. He says that he had gambling issues and lived in his overdraft for years. Better checks by Lending Stream would have shown this and it would not have lent to ... (5 pages)View decision
