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 5478 results
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Decision Reference DRN-5603694
25 Jun 2025 Tandem Home Loans Ltd UpheldMortgagesDRN-5603694 The complaint Mrs and Mr B’s complaint is about a third charge mortgage they hold with Tandem Home Loans Ltd. They think the decision to lend to them was irresponsible as they don’t think proportionate checks were done and the mortgage was unaffordable. Mrs and Mr B are repr... (4 pages)View decision -
Decision Reference DRN-4451334
18 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4451334 The complaint Mr G complains about charges and interest applied to his account by National Westminster Bank Plc during a period of financial difficulty. What happened Mr G held a bank account with associated overdraft of £4,950 with NatWest for several years. Mr G has explaine... (4 pages)View decision -
Decision Reference DRN7655611
23 Apr 2019 Loans 2 Go Limited UpheldBanking and creditMr M complains that Loans 2 Go Limited (“L2G”) irresponsibly gave him a loan he couldn’t afford to pay. backgroundMr M was given a loan of £250 in May 2018. The loan was to be repaid in 18 monthly instalments of £56 and it had an APR of 961%. One of our adjudic... (2 pages)View decision -
Decision Reference DRN-1323656
5 Dec 2019 Barclays Bank UK PLC Not upheldBanking and PaymentsThe complaint Mr P complains that Barclays Bank UK Plc (trading as Barclaycard) are holding him liable for credit card transactions that he says he didn’t make or otherwise authorise. What happened Between 8.30pm on 26 January 2019 and 12.43am on 27 January 2019 there were ten payments mad... (2 pages)View decision -
Decision Reference DRN2521588
10 Aug 2016 PDL Finance Limited Not upheldBanking and creditMr V complains that PDL Finance Limited trading as Mr Lender (“Mr Lender”) gave him payday loans which were unaffordable and made it hard to pay all his debts. He wants the interest and fees paid on the loans refunded and the loans removed from his credit records.bac... (2 pages)View decision -
Decision Reference DRN-4005639
12 May 2023 Advantage Finance Ltd Not upheldConsumer CreditDRN-4005639 The complaint Miss T complains that Advantage Finance Ltd (“Advantage”) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In April 2018, Miss T acquired a used car financed by a hire purchase agreement from Advantage. Miss T was req... (2 pages)View decision -
Decision Reference DRN-2100472
21 Aug 2020 Advancis Limited UpheldConsumer CreditDRN-2100472 The complaintMiss C complains Advancis Limited trading as Buddy Loans lent to her irresponsibly. She says Buddy Loans did not complete proportionate and thorough checks before it agreed to lend to her. She says had it done so it would’ve realised the loan was unaffordable. Mis... (5 pages)View decision -
Decision Reference DRN-2232756
12 Jan 2021 Loans 2 Go Limited UpheldConsumer CreditDRN-2232756 The complaint Miss K complains that the loan she had from Loans 2 Go Limited was unaffordable to her. What happened Miss K took out a fixed sum loan with Loans 2 Go on 23 July 2019. She borrowed £1,200 and was due to repay £274.27 monthly for 18 months, finishing on 23 January... (4 pages)View decision -
Decision Reference DRN-1660370
23 Mar 2020 Gain Credit LLC UpheldConsumer CreditDRN-1660370ComplaintMr H has complained that Gain Credit LLC (trading as “Drafty”) irresponsibly provided him with unaffordable open-ended credit facilities. BackgroundDrafty provided Mr H with a total of seven open-ended credit facilities. These were running account facilities where a con... (4 pages)View decision -
Decision Reference DRN-4328254
6 Dec 2023 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4328254 The complaint Mr V is unhappy because although Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance upheld his unaffordability complaint, the interest applied under his agreement hasn’t been removed and he isn’t sure of his outstanding balance. What happened Mr V too... (2 pages)View decision