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 77331 results
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Decision Reference DRN-2977008
16 Aug 2021 Everyday Lending Limited UpheldConsumer CreditDRN-2977008 The complaint Mr S complains that Everyday Lending Limited irresponsibly provided him with an unaffordable loan. What happened Everyday Lending provided Mr S with a loan as follows: Loan Date taken Loan status Number of monthly instalments Loan amount Approximate monthly repaym... (5 pages)View decision -
Decision Reference DRN-6160689
17 Feb 2026 WorldPay (UK) Limited UpheldBanking and PaymentsDRN-6160689 The complaint W complains WorldPay (UK) Limited didn’t carry out proper checks when setting up a merchant services agreement resulting in it being chased for payments it didn’t owe as well as reputational damage and considerable inconvenience. What happened W is a small busi... (3 pages)View decision -
Decision Reference DRN-2115619
28 Oct 2020 BW Legal Services Limited Not upheldConsumer CreditDRN-2115619 The complaint Mr P is unhappy that BW Legal Services Limited pursued him for debts that weren’t his. He says he was the victim of identity theft and it’s unfair for BW Legal to hold him responsible for loans he didn’t take out. Mr P also complains about BW Legal’s verification ... (3 pages)View decision -
Decision Reference DRN-4516734
5 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4516734 The complaint Mr W complains that NewDay Ltd trading as Aqua was irresponsible when it offered him credit and later increased his credit limit. Mr W bought his complaint via a representative but I will refer to him throughout for simplicity. What happened NewDay opened a credit... (3 pages)View decision -
Decision Reference DRN1117367
19 Aug 2015 Harrington Brooks (Accountants) Limited UpheldBanking and creditMiss N complains Harrington Brooks (Accountants) Limited mis-sold her a debt repayment plan.background Miss N called Harrington Brooks as she wanted to reduce the amount of interest she was paying her creditors. She says Harrington Brooks told her that it would be abl... (2 pages)View decision -
Decision Reference DRN-3600267
25 Aug 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3600267 The complaint Ms G complains that Everyday Lending Limited, trading as Everyday Loans (“Everyday”), irresponsibly granted her a loan that she couldn’t afford to repay. What happened Everyday provided a £10,000 loan to Ms G in July 2016. Once interest was added the total to pay ... (2 pages)View decision -
Decision Reference DRN-4414608
13 Nov 2023 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-4414608 The complaint Mr P complains that Tesco Personal Finance PLC trading as Tesco Bank (‘Tesco Bank’) irresponsibly gave a loan that he couldn’t afford. What happened In July 2016 Mr P asked for and was given a loan for £6,000 which had a term of five years. The purpose of the loan... (3 pages)View decision -
Decision Reference DRN-5290217
31 Jan 2025 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-5290217 The complaint Mrs W has complained through a representative that Marks & Spencer Financial Services Plc (“M&S") gave her loans without carrying out proportionate affordability checks. Had better checks been made than M&S would’ve discovered the loans weren’t... (6 pages)View decision -
Decision Reference DRN7635749
21 Oct 2014 Web Loan Processing Limited UpheldBanking and creditMr Q has complained that Web Loan Processing Limited (trading as Toothfairy Finance) did not treat him sympathetically and positively when he told them he was in financial difficulties.backgroundMr Q had a loan with Toothfairy Finance which he was due to repay in December 2012. He phone... (2 pages)View decision -
Decision Reference DRN4554949
9 Sep 2015 Bank of Scotland Plc Not upheldBanking and creditMs S has an account with Bank of Scotland plc, trading as Halifax. She complains the bank has: cancelled a payment arrangement without notice, applied charges to her account after it had agreed the account should be closed, failed to update her address, and fail... (2 pages)View decision