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-4158082
28 Oct 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4158082 The complaint Mr W complains about a cash advance fee applied to his credit card account by Clydesdale Bank Plc trading as Virgin Money. What happened In September 2021, Mr W opened a credit card account with Virgin Money. In July 2022 Mr W used his Virgin Money credit card to ... (3 pages)View decision -
Decision Reference DRN9663799
11 Apr 2019 Tesco Personal Finance PLC Not upheldBanking and creditMs B complains that Tesco Personal Finance Plc trading as Tesco Bank (Tesco) charged her a transaction fee and additional interest when she used her credit card for a purchase. She says the fee should only have applied to cash withdrawals and she hadn’t been charge... (3 pages)View decision -
Decision Reference DRN-2904561
7 Jul 2021 Western Circle Ltd UpheldConsumer CreditDRN-2904561 The complaint Mr B complains that Western Circle Ltd trading as Cashfloat irresponsibly gave him loans he couldn’t afford to pay back. What happened Cashfloat gave Mr B four loans as follows: Loan Date Taken Date Repaid Instalments Loan Amount Maximum Repayment 1 15/05/2019 26/... (6 pages)View decision -
Decision Reference DRN0645089
20 Nov 2018 Active Securities Limited UpheldBanking and creditMr G complains that Active Securities Limited, trading as 247 Moneybox, (“ASL”), gave him loans that he couldn’t afford to repay. The complaint is brought to this service on Mr G’s behalf by a claims management company. But for ease I shall refer below to all actions... (5 pages)View decision -
Decision Reference DRN-3975934
11 May 2023 Stagemount Limited Not upheldConsumer CreditDRN-3975934 The complaint Mr M complains Stagemount Limited trading as Quidmarket (Quidmarket) gave him loans without carrying out proportionate affordability checks. What happened Mr M took three loans from Quidmarket between October 2021 and February 2022. I’ve outlined a summary of his ... (5 pages)View decision -
Decision Reference DRN-2631321
13 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2631321 The complaint Ms T complains that NewDay Ltd – trading as Aqua – were irresponsible in approving a credit card for her because she thinks it was unaffordable, and she says she was vulnerable due to her poor mental health at the time. When I refer to what Ms T has said, and Aqua... (7 pages)View decision -
Decision Reference DRN7184249
20 Sep 2017 Lending Stream Llc UpheldBanking and creditMr M complains that Lending Stream LLC gave him unaffordable instalment loans. He wants his position restored.backgroundMr M had eight instalment loans from Lending Stream between August 2013 and August 2014. He said he was in financial difficulties at the time, borrowin... (2 pages)View decision -
Decision Reference DRN1701868
23 Aug 2017 Active Securities Limited UpheldBanking and creditMr G has complained about loans he took out with Active Securities Limited, trading as 247 Moneybox. Mr G has said the loans were unaffordable and shouldn’t have been offered to him.backgroundMr G took out two loans with 247 Moneybox, one in 2012 and one in 2013. I... (3 pages)View decision -
Decision Reference DRN-4172584
11 Aug 2023 Lendable Ltd UpheldConsumer CreditDRN-4172584 The complaint Mr M complains that Lendable Ltd lent to him irresponsibly six times over three years from 2019. What happened Using information from Lendable’s records, here is a loan table of the approved loans: Loan Date taken Amount Term Monthly repayment Capital paid Mr M Da... (7 pages)View decision -
Decision Reference DRN-4537245
4 Jan 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-4537245 The complaint Mr C complained through a representative that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) failed to take reasonable steps to ensure the loans it lent him were affordable. What happened A summary of Mr C’s borrowing can be found below.... (5 pages)View decision
