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 4744 results
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Decision Reference DRN-3669632
26 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3669632 The complaint Mrs H complains that NewDay Ltd provided her with two credit cards and increased the limit on both without adequately checking that she could afford any repayments. What happened Mrs H applied for and was provided with two credit cards by NewDay. The cards and dat... (5 pages)View decision -
Decision Reference DRN-4573717
26 Apr 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4573717 The complaint Miss F complains that Shop Direct Finance Company Limited (“Shop Direct”), provided her with two catalogue shopping accounts that she could not afford, and continued to increase her credit limit when it shouldn’t have. What happened In November 2019 Shop Direct ap... (2 pages)View decision -
Decision Reference DRN-3044148
27 Sep 2021 TSB Bank plc UpheldBanking and PaymentsDRN-3044148 The complaint Mr F has complained that TSB Bank plc (“TSB”) that changes to its overdraft pricing structure and continuing to charge him excessive amounts for his overdraft caused him financial difficulty. What happened Mr F says TSB acted unfairly by continuing to apply charge... (2 pages)View decision -
Decision Reference DRN-5172181
30 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5172181 The complaint Ms F says Revolut Ltd (“Revolut”) refuses to refund her for transactions on her account she didn’t authorise. What happened The facts of this case are well known to both parties, and due to Ms F’s vulnerabilities, I understand it is beneficial to keep things sh... (2 pages)View decision -
Decision Reference DRN-4400143
18 Oct 2023 Salad Finance Limited Not upheldConsumer CreditDRN-4400143 The complaint Miss K says Salad Finance Limited, trading as Salad Money, irresponsibly lent to her. What happened Miss K took out a £1,000 loan over 12 months from Salad Money on 12 October 2021. The monthly repayments were £112.58 and the total repayable was £1,347.48. Miss K ... (2 pages)View decision -
Decision Reference DRN5062209
22 Dec 2017 MYJAR Limited Not upheldBanking and creditMr M complains that MYJAR Limited gave him loans that he couldn’t afford to repay.backgroundMr M was given three loans by MYJAR between December 2015 and January 2016. His first two loans were repayable the following month. His third loan was repayable in three, monthl... (2 pages)View decision -
Decision Reference DRN1607654
24 Dec 2019 Apfin Ltd UpheldBanking and creditMr L complains that his loan from Aprin Ltd (trading as cashasap.co.uk) was unaffordable.backgroundMr L borrowed £300 from CashASAP on 24 July 2016 which was repaid on 20 August 2016. He says if CashASAP had done better checks it would have realised he couldn’t afford the repayments. Mr L ... (2 pages)View decision -
Decision Reference DRN9307706
8 Nov 2016 WDFC UK Limited UpheldBanking and creditMr B complains that WDFC UK Limited (trading as Wonga.com) gave him payday loans that he couldn’t afford to repay.backgroundMr B first borrowed from Wonga in April 2011. His final loan was taken in May 2016. During this period Mr B borrowed on a total of 79 occasion... (4 pages)View decision -
Decision Reference DRN-4308556
19 Jan 2024 Stagemount Limited Not upheldConsumer CreditDRN-4308556 The complaint Mr R complained through a representative that Stagemount Limited trading as Quidmarket (“Quidmarket”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr R’s borrowing can be found in the table below. loan number loan... (4 pages)View decision -
Decision Reference DRN-3583669
7 Jul 2022 1plus1 Loans Limited Not upheldConsumer CreditDRN-3583669 The complaint Mr M complained that 1Plus1 Loans Limited irresponsibly lent to him when it provided a loan that was unaffordable. What happened Mr M was given a loan by 1Plus1 as follows: Date taken Number of monthly instalments Loan amount Monthly repayment* Total payable Novem... (5 pages)View decision
