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 5162 results
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Decision Reference DRN-5199818
18 Dec 2024 Inclusive Finance Limited UpheldConsumer CreditDRN-5199818 The complaint Mr M has complained that Inclusive Finance Limited trading as Creditspring (“Creditspring”) gave him a loan without properly considering his finances. Mr M says that had further checks been made Creditspring would’ve concluded he couldn’t afford to repay the re... (5 pages)View decision -
Decision Reference DRN-5811527
19 Sep 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5811527 The complaint Mrs P argues that Creation Consumer Finance Ltd (trading as Creation) lent irresponsibly to her when it agreed a loan. What happened In February 2023 Creation agreed a £25,000 loan for Mrs P. The loan was to be repaid over 60 months, with a monthly repayment of... (5 pages)View decision -
Decision Reference DRN0265835
31 Mar 2014 HSBC Bank plc Not upheldBanking and creditMr F complains that HSBC Bank Plc has refused to refund disputed transactions on his bank account. Mr F says he is the victim of fraud and wants HSBC to refund the money.backgroundWhile Mr F was abroad he transferred £20,000 from the credit balance of his account with an on-line gaming ... (3 pages)View decision -
Decision Reference DRN-3034741
28 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3034741 The complaint Mr G complains that NewDay Ltd (“NewDay”) has refused to refund transactions (made using his NewDay (Aqua) Mastercard credit card) to a fraudulent investments trading company (CFD Corporate). What happened The circumstances of this complaint are well known to both... (6 pages)View decision -
Decision Reference DRN0824293
14 Oct 2019 Total Home Loans Direct Limited Not upheldBanking and creditMr W complains that Total Home Loans Direct Limited (THL) lent to him irresponsibly. He also complains that it did not send to him a final response letter after he complained to it. Mr W expresses concern at an on-line social media invitation to connect which he says he received from a Dir... (5 pages)View decision -
Decision Reference DRN3179173
3 Aug 2018 Provident Personal Credit Limited Not upheldBanking and creditMiss R complains that Provident Personal Credit Limited, trading as Satsuma Loans, (“SL”), gave her a loan that she couldn’t afford to repay. She is also unhappy about the way SL has dealt with her financial difficulties. backgroundMiss R took out an instalment loan for £7... (5 pages)View decision -
Decision Reference DRN-4066220
11 Apr 2023 Evergreen Finance London Limited Not upheldConsumer CreditDRN-4066220 The complaint Mr B complains that Evergreen Finance London Limited, trading as MoneyBoat.co.uk, lent to him when he could not afford it. What happened Mr B applied for and was approved for two loans. One was for £200 on 23 May 2018, and then a second one for £400 loan on 2 Aug... (5 pages)View decision -
Decision Reference DRN-5454274
22 May 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5454274 The complaint Miss B complains Starling Bank Limited unfairly blocked and closed her account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened The detailed background to this complaint... (5 pages)View decision -
Decision Reference DRN-5648141
26 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5648141 Complaint Mr R has complained about a personal loan that Mitsubishi HC Capital UK PLC (trading as Novuna Personal Finance) provided to him. He’s said that the loan was unaffordable, shouldn’t have been approved because of his financial situation and as a result led to missed... (5 pages)View decision -
Decision Reference DRN-5896412
6 Nov 2025 Tandem Home Loans Ltd UpheldMortgagesDRN-5896412 The complaint Mr M says that a secured (third charge) loan he took out in 2020 with Tandem Home Loans Ltd (previously 1 st Stop Home Loans Limited) was unaffordable and irresponsibly lent. Mr M has been represented in bringing this complaint. For ease I will only refer to Mr... (5 pages)View decision
