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 DRN4698265
1 Mar 2019 Trusted Cash Limited Not upheldBanking and creditMr P has complained about two instalment loans Trusted Cash Limited (TCL) T/A Trusted Quid lent to him. He has said he was struggling financially at the time and had TCL carried out sufficient checks, it wouldn’t have lent to him. Mr P has also said that on one occa... (4 pages)View decision -
Decision Reference DRN3166390
16 Jan 2019 Gracombex Ltd UpheldBanking and creditMr S complains that Gracombex Ltd trading as The Money Platform (“TMP”) gave him loans that he couldn’t afford to repay.backgroundMr S was given five loans by TMP between July 2017 and January 2018. Mr S successfully repaid his first four loans before the agreed ... (3 pages)View decision -
Decision Reference DRN0080704
22 Sep 2017 Capfin Limited UpheldBanking and creditMrs A complains that Capfin Limited (trading as Ecashwindow) gave her loans that she couldn’t afford to repay.backgroundThe background to this complaint was set out in the provisional decision I issued earlier this month. An extract from this is attached and forms part ... (4 pages)View decision -
Decision Reference DRN-3997586
10 Mar 2023 Novaloans Ltd Not upheldConsumer CreditDRN-3997586 The complaint Miss B complains Novaloans Ltd trading as cash4unow (Novaloans) gave her loans without carrying out sufficient affordability checks. What happened Miss B was advanced three loans between June 2021 and March 2022. A summary of her borrowing can be found below. loan... (4 pages)View decision -
Decision Reference DRN-3289801
23 Jun 2022 Morses Club PLC Not upheldConsumer CreditDRN-3289801 The complaint Mr O complains that Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted him a loan. Had it done so, Mr O says Morses would’ve seen that he had a large amount of debt and was spending significant sums on gambling. What ha... (4 pages)View decision -
Decision Reference DRN-3549881
17 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3549881 The complaint Mr and Mrs K complain that HSBC UK Bank Plc won’t refund money they lost to a binary options investment scam. As most of the correspondence is from Mr K, I’ll treat all submissions as having come from him in this decision. What happened Around October 2017, Mr K ... (5 pages)View decision -
Decision Reference DRN-3204023
24 Feb 2022 Carcashpoint Limited UpheldConsumer CreditDRN-3204023 Complaint Ms B has complained that CarCashPoint Limited (“CCP”) provided her with an unaffordable logbook loan. She’s said that she’d had bad credit all her life and couldn’t afford the payments. Background CCP provided Ms B with a logbook loan for £1,860.00 in February 2019. T... (4 pages)View decision -
Decision Reference DRN-5894200
21 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5894200 The complaint Miss B complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) lent to her irresponsibly. What happened Miss B took out a credit card with Virgin, in June 2016. The credit limit given to Miss B was £6,000 and this hasn’t been increased. Around £5,50... (4 pages)View decision -
Decision Reference DRN-2299667
8 Jan 2021 Creative Finance Corp Ltd UpheldConsumer CreditDRN-2299667 The complaint Mrs S complains that Creative Finance Corp Ltd trading as Motorkitty (“Creative”) lent to her in an irresponsible manner. What happened Mrs S was given one loan by Creative. She borrowed £1,000 in December 2018 and agreed to repay the loan in 36 monthly instalment... (4 pages)View decision -
Decision Reference DRN-4908600
22 Jul 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4908600 Complaint Mr L has complained about a credit card and subsequent credit limit increases that MBNA Limited (“MBNA”) provided to him. He says his financial situation was not considered adequately and this resulted in him being issued with a credit card and a limit increase wh... (4 pages)View decision
