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 21091 results
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Decision Reference DRN-3309392
18 Feb 2022 Indigo Michael Limited Not upheldConsumer CreditDRN-3309392 The complaint Miss H has complained that Indigo Michael Limited trading as SafetyNet Credit (SNC) provided a credit facility she couldn’t afford to repay. Miss H is also unhappy with the communication and information she was given by SNC during the time when it was investigatin... (5 pages)View decision -
Decision Reference DRN-3519700
8 Jun 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3519700 The complaint Mr N says that National Westminster Bank Plc (“NatWest”) lent to him irresponsibly and took advantage by applying extremely high interest and overdraft charges. What happened One of our adjudicators looked into Mr N’s concerns and didn’t think NatWest had done any... (4 pages)View decision -
Decision Reference DRN8871207
14 May 2015 Mobile Money Limited Not upheldBanking and creditMr P complains that Mobile Money Limited (“MML”) did not check his credit file and bank statements before providing him with 12 loans from 2008 - 2014, and that it acted irresponsibly in providing him with these loans.backgroundMr P took out 12 loans with MML secure... (3 pages)View decision -
Decision Reference DRN-4014790
11 Apr 2023 J D Williams & Company Limited Not upheldConsumer CreditDRN-4014790 The complaint Mr L complains that J D Williams & Company Limited (“J D Williams”), trading as Jacomo, irresponsibly granted him a catalogue shopping account he says he couldn’t afford to repay. What happened In May 2019 Mr L entered into an agreement with J D Williams to ha... (2 pages)View decision -
Decision Reference DRN-4430995
11 Mar 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4430995 The complaint Mr P complains that Mitsubishi HC Capital UK plc, trading as Novuna Personal Finance, won’t refund to him the money that he paid for some holiday club membership point rights. He’s being represented in his complaint by a legal adviser. What happened Mr P and his w... (6 pages)View decision -
Decision Reference DRN-4949982
6 Aug 2024 Yorkshire Building Society Not upheldMortgagesDRN-4949982 The complaint Ms S has complained about irresponsible lending from her mortgage lender, Yorkshire Building Society trading as Chelsea Building Society and referred to here as YBS. Ms S is also unhappy that her mortgage remains on an interest-only rather than a capital repaym... (3 pages)View decision -
Decision Reference DRN-3803726
28 Nov 2022 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3803726 The complaint Ms F says The Royal Bank of Scotland Plc (RBS) irresponsibly lent to her. What happened Ms F applied for a credit card in February 2011. She was given a £6,300 credit limit. Ms F says she shouldn’t have been given this card, and her limit should never have been in... (3 pages)View decision -
Decision Reference DRN-4103701
17 Jan 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4103701 The complaint Mrs R complains that Mitsubishi HC Capital UK plc, trading as Novuna Personal Finance, won’t refund to her the money that she paid for some holiday club membership point rights. Her partner is also involved in her complaint and she’s being represented by a legal a... (6 pages)View decision -
Decision Reference DRN-5652067
27 Jun 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5652067 The complaint Miss B complains Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited have: Asked her to repay a debt she doesn’t think they should Been reporting a default incorrectly Delayed dealing with her court claim which lost her the c... (2 pages)View decision -
Decision Reference DRN-3826057
5 Dec 2022 Madison CF UK Limited Not upheldBanking and PaymentsDRN-3826057 The complaint Mr P complains that Madison CF UK Limited trading as 118 118 Money was irresponsible in its lending to him. What happened In April 2021, Mr P was provided with credit card by 118 118 Money with a credit limit of £1,200. There were no increases to the credit limit.... (2 pages)View decision