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 17876 results
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Decision Reference DRN-4765626
6 Nov 2024 Lowell Financial Ltd Not upheldConsumer CreditDRN-4765626 The complaint Mr P complains that Lowell Financial Ltd (Lowell) are incorrectly reporting a default on his credit file after it agreed to a medical write off of his account. What happened Mr P had a credit card account with a company I’ll call A for the purposes of this deci... (2 pages)View decision -
Decision Reference DRN2529553
19 Oct 2017 WDFC UK Limited Not upheldBanking and creditMr H complains that WDFC UK Limited (trading as wonga.com) gave him payday loans without checking that they were affordable. He’s also unhappy that his loans affected his credit file. He wants a refund of the interest he paid and the loans removed from his credit fi... (2 pages)View decision -
Decision Reference DRN-2752218
6 Aug 2021 Gain Credit LLC Not upheldConsumer CreditDRN-2752218 The complaint Mr T says Gain Credit LLC trading as Lending Stream hasn’t administered a refund of interest and charges correctly. Mr T would like this paid to him directly rather than it being used to reduce his outstanding balance. What happened Mr T borrowed four instalment l... (2 pages)View decision -
Decision Reference DRN-3198240
10 Dec 2021 Shelby Finance Ltd Not upheldConsumer CreditDRN-3198240 The complaint Mr A complains that Shelby Finance Ltd, trading as Dot Dot Loans, lent to him irresponsibly. And Mr A complains that he was informed by Shelby that a Direct Debit (DD) was set up but he says it was not. Mr A says that Shelby did not even try to take the payments f... (3 pages)View decision -
Decision Reference DRN-5417233
14 Apr 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5417233 The complaint Miss J complained that Capital One (Europe) plc trading as Capital One sent her threatening letters for payment and that she couldn’t afford to make her repayments due to the charges being applied to her account. She said that she was unable to talk on the phon... (4 pages)View decision -
Decision Reference DRN-4617416
11 Mar 2024 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-4617416 The complaint Ms S complains that Lantern Debt Recovery Services Ltd is unfairly attempting to collect a debt it acquired in her name. What happened In August 2023 Lantern purchased a debt in Ms S’ name from a business I’ll refer to as A. The debt related to a guarantor loan fo... (3 pages)View decision -
Decision Reference DRN-2883070
12 Jul 2021 Evergreen Finance London Limited UpheldConsumer CreditDRN-2883070 The complaint Mr E says that Evergreen Finance London Limited trading as Moneyboat: didn’t follow the FCA guidance in relation to helping customers during the Covid-19 pandemic; and didn’t calculate the loan interest correctly, and under the terms of the contract, when he req... (4 pages)View decision -
Decision Reference DRN-4674571
13 Jun 2024 Next Retail Limited Not upheldConsumer CreditDRN-4674571 The complaint Miss M complains that Next Retail Limited trading as Next Online (“Next”) irresponsibly provided her with, and increased the credit limit on, a credit account (“account”). What happened In February 2020 Miss M opened a pay with order account with Next. In Novemb... (3 pages)View decision -
Decision Reference DRN-2714912
12 Apr 2021 Next Retail Limited UpheldConsumer CreditDRN-2714912 The complaint Ms A says Next Retail Limited irresponsibly lent to her when it increased the credit limit on her NextPay account in September 2017. What happened Ms A opened a NextPay account in 2006. She previously brought a complaint to this service about irresponsible lending... (3 pages)View decision -
Decision Reference DRN-3053398
27 Sep 2021 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3053398 The complaint Mr M has complained that Bank of Scotland plc (trading as Halifax) irresponsibly increased his overdraft limit. He says that Halifax ought to have realised that he had a gambling problem, and that he would therefore struggle to repay the overdraft. What happened M... (2 pages)View decision
