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 5210 results
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Decision Reference DRN1794243
10 May 2019 Stagemount Limited UpheldBanking and creditMr G says Stagemount Limited (trading as Quid Market) irresponsibly lent to him and then didn’t treat him positively and sympathetically when he was unable to repay his loan.backgroundThis complaint is about a payday loan Quid Market provided to Mr G on 25 March ... (3 pages)View decision -
Decision Reference DRN-1299018
10 Jul 2020 Valour Finance Limited UpheldConsumer CreditDRN-1299018 The complaintMiss H complains that the three loans she was approved for by Valour Finance Limited (Valour) were lent irresponsibly. What happenedUsing information from Valour a brief loan table is here. Loans 1 and 2 were instalment loans for 12 months and Loan 2 was for 18 mo... (3 pages)View decision -
Decision Reference DRN2007058
24 Apr 2019 Virgin Money plc Not upheldBanking and creditMr Z complains that Virgin Money plc hasn’t applied rewards to his credit card account correctly.backgroundMr Z opened a credit card account with Virgin Money in June 2018. The account came with certain rewards which included the chance to earn airline miles. Aft... (3 pages)View decision -
Decision Reference DRN-4287257
27 Oct 2023 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-4287257 The complaint Mr L complains that Oplo PL Ltd (“Oplo”) irresponsibly granted him a personal loan agreement he couldn’t afford to repay. What happened In February 2019, Mr L took out a personal loan with Oplo. Oplo says the stated purpose was home improvements. Under the terms o... (3 pages)View decision -
Decision Reference DRN-3579792
14 Jul 2022 Oakbrook Finance Limited Not upheldConsumer CreditDRN-3579792 The complaint Mr M complains Oakbrook Finance Limited trading as Likely Loans irresponsibly lent to him when he couldn’t afford the loan. What happened In March 2022, Mr M took out a Fixed Loan Sum Agreement with Oakbrook for £2,000 payable over 36 months with a monthly repaym... (3 pages)View decision -
Decision Reference DRN8700351
11 Apr 2018 Casheuronet UK LLC UpheldBanking and creditMr W complains that CashEuroNet UK LLC (trading as QuickQuid) gave him loans which he couldn’t afford.backgroundMr W took 45 loans from December 2011 to February 2017. Most were repayable within a month or by Mr W’s next payday. Some repayment periods were longer th... (10 pages)View decision -
Decision Reference DRN-5102395
8 May 2025 Chetwood Financial Limited Not upheldConsumer CreditDRN-5102395 The complaint Miss C has complained that Chetwood Financial Limited trading as Better Borrow (“Better Borrow”) didn’t conduct appropriate affordability checks before it lent to her. What happened Miss C was granted one loan by Better Borrow in September 2022 of £10,000 to b... (6 pages)View decision -
Decision Reference DRN2210471
10 Sep 2019 NewDay Ltd UpheldBanking and creditComplaintMr S’s complaint is about NewDay Ltd – trading as Aqua (NewDay). He says it was irresponsible in allowing him to have the credit limit increases on his credit card. BackgroundMr S took out his NewDay card in May 2014. At that time he was given had a £100 credit limit. The followin... (6 pages)View decision -
Decision Reference DRN5149788
7 Jun 2018 Gain Credit LLC UpheldBanking and creditMr M complains Gain Credit LLC (trading as Lending Stream) lent to him irresponsibly.backgroundThe background to this complaint, and my initial findings on it, can be found in my provisional decision, which is attached to and forms a part of this final decision.Lend... (6 pages)View decision -
Decision Reference DRN-5898225
7 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5898225 The complaint Mr D complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In mid-2020, Mr D was told about an opportunity to invest with an investment company by a friend he had known for several year... (3 pages)View decision
