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 21385 results
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Decision Reference DRN-5477300
18 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5477300 The complaint Mr H complains that NewDay Ltd trading as Newpay lent to him irresponsibly. What happened In December 2019 Mr H applied for a credit card with NewDay. NewDay approved the application and gave Mr H a card with a credit limit of £1500. Mr H complained that NewDay... (3 pages)View decision -
Decision Reference DRN-6086844
20 Jan 2026 Santander UK Plc Not upheldConsumer CreditDRN-6086844 The complaint Santander UK Plc (‘Santander’) was for £19,000 and was to be repaid by way of 60 monthly repayments of £407.70. Mr M says the loan was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them ag... (2 pages)View decision -
Decision Reference DRN-5650564
22 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5650564 Complaint Mr B has complained about a credit card HSBC UK Bank Plc (trading as “HSBC”) provided to him. He says that the credit card was unaffordable for him and he had to go onto payment plans which caused ongoing difficulty. Background HSBC provided Mr B with a credit car... (4 pages)View decision -
Decision Reference DRN-4005639
12 May 2023 Advantage Finance Ltd Not upheldConsumer CreditDRN-4005639 The complaint Miss T complains that Advantage Finance Ltd (“Advantage”) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In April 2018, Miss T acquired a used car financed by a hire purchase agreement from Advantage. Miss T was req... (2 pages)View decision -
Decision Reference DRN-5270356
3 Feb 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5270356 Complaint Mr D has complained about a credit card MBNA Limited (“MBNA”) provided to him. He says that the credit card and the subsequent limit increases were unaffordable for him and they caused him ongoing financial difficulty as he had to borrow further in order to make hi... (5 pages)View decision -
Decision Reference DRN-6070589
14 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6070589 The complaint Mrs G complains that NewDay Ltd (‘NewDay’) irresponsibly gave her Fluid and Aqua credit card accounts which she couldn’t afford to repay As the complaint about the Aqua account has been made too late, I will only be considering the merits of the Fluid card com... (2 pages)View decision -
Decision Reference DRN-5307937
28 Mar 2025 Western Circle Ltd UpheldConsumer CreditDRN-5307937 The complaint Mrs B complains that Western Circle Ltd, trading as Cashfloat, lent to her irresponsibly. What happened Mrs B took one loan from Western Circle on 3 October 2021 for £600 plus interest to be repaid over four instalments of just under £234 each month. The total... (4 pages)View decision -
Decision Reference DRN-4048862
11 Apr 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4048862 Complaint Mr M has complained about a personal loan Everyday Lending Limited (trading as “Everyday Loans”) provided to him. He says the loan was unaffordable. Background Everyday Loans provided Mr M with a loan for £1,000.00 in October 2019. This loan had an APR of 127.1% and a... (2 pages)View decision -
Decision Reference DRN-3760337
9 Nov 2022 Madison CF UK Limited Not upheldConsumer CreditDRN-3760337 Complaint Ms H has complained about a loan Madison CF UK Limited (trading as “118 118 Money”) provided to her. She says that the loan was irresponsibly lent. Background 118 118 Money provided Ms H with a first loan for £2,500.00 in November 2021. This loan was due to be repaid ... (2 pages)View decision -
Decision Reference DRN-4036245
24 Mar 2023 Madison CF UK Limited Not upheldConsumer CreditDRN-4036245 Complaint Mrs G has complained about a loan Madison CF UK Limited (trading as “118 118 Money”) provided to her. She says that the loan was irresponsibly lent. Background 118 118 Money provided Mrs G with a first loan for £3,500.00 in June 2021. This loan was due to be repaid in... (2 pages)View decision