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 DRN-5624609
26 Jun 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-5624609 The complaint Mr E complains that Telefonica UK Limited, trading as 02, irresponsibly provided him with fixed sum loans. What happened Between 2021 and 2024, Mr E entered into several fixed sum loan agreements with Telefonica for various devices. Mr E provided nine credit a... (2 pages)View decision -
Decision Reference DRN1998332
3 Apr 2019 Trusted Cash Limited UpheldBanking and creditMr V complains that Trusted Cash Limited, trading as Trusted Quid, (“TQ”), gave him threeloans that were unaffordable. The complaint has been brought to this service on Mr V’sbehalf by a firm of solicitors. But for ease I shall refer below to all actions being ta... (6 pages)View decision -
Decision Reference DRN-2410982
25 Mar 2021 Loans 2 Go Limited UpheldConsumer CreditDRN-2410982 The complaint Mr B complains about a personal loan provided to him by Loans 2 Go Limited, trading as Loans 2 Go, (“L2G”), which he says was unaffordable. What happened L2G agreed a loan for £250 for Mr B in July 2018. The loan was repayable by 18 monthly payments of £56.64. The... (6 pages)View decision -
Decision Reference DRN-6006356
9 Dec 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-6006356 The complaint Mr D complains that Specialist Motor Finance Limited (SMFL) failed to complete sufficient affordability checks prior to approving him for finance, resulting in him experiencing financial hardship. What happened In November 2023, Mr D acquired a car through a Hi... (6 pages)View decision -
Decision Reference DRN-3597734
3 Aug 2022 Evergreen Finance London Limited UpheldConsumer CreditDRN-3597734 The complaint Miss K complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (MoneyBoat) didn’t carry out proportionate affordability checks before it granted her loans. Had it done so, MoneyBoat would’ve discovered that she couldn’t afford to repay them. Wh... (6 pages)View decision -
Decision Reference DRN6770182
27 Mar 2014 HSBC Bank plc Not upheldBanking and creditMiss G complains that a mortgage and loans granted to her by HSBC Bank Plc were irresponsible.our initial conclusionsOur adjudicator didn’t recommend the complaint should be upheld. He was satisfied that Miss G met lending criteria and that HSBC was unaware of the issues which re... (2 pages)View decision -
Decision Reference DRN0657693
13 Dec 2013 Vanquis Bank Limited UpheldBanking and creditMr F complains that Vanquis Bank Limited (Vanquis) has continued sending him statements about his credit card saying he has available credit even though he has asked for the account to be closed.our initial conclusionsOur adjudicator recommended that this complaint be upheld. Sh... (2 pages)View decision -
Decision Reference DRN4142665
7 Aug 2018 Evergreen Finance London Ltd UpheldBanking and creditMr O complains that Evergreen Finance London Limited (trading as MoneyBoat.co.uk) was irresponsible to lend to him as the repayments were unaffordable.backgroundMr O had five instalment loans from MoneyBoat between August 2016 and March 2017:LoanDateAmountTermDueInstalmentS... (2 pages)View decision -
Decision Reference DRN-5875125
29 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5875125 The complaint Mr H has complained HSBC UK Bank plc won’t refund him for gambling transactions he didn’t authorise. What happened On 23 August Mr H contacted HSBC as he’d seen numerous transactions made with his debit card at an online casino. Although Mr H had an account wit... (2 pages)View decision -
Decision Reference DRN9499034
16 Feb 2018 Gain Credit LLC Not upheldBanking and creditMiss B has complained that Gain Credit LLC, trading as Lending Stream (“Lending Stream”), provided several short term loans which were unaffordable for her.backgroundLending Stream says it agreed 42 loans for Miss B between October 2010 and December 2016. These loans ... (6 pages)View decision