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 19711 results
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Decision Reference DRN-2715453
14 Apr 2021 Hoist Finance UK Limited Not upheldConsumer CreditDRN-2715453 The complaint Mr D has complained that Hoist Finance UK Limited didn’t send him the documents he asked for. What happened This complaint is about a credit card account from 2013, which was sold to Hoist in 2018. In 2020, Mr D asked Hoist for certain documents such as the credit... (2 pages)View decision -
Decision Reference DRN-5216943
19 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5216943 The complaint Mr C, represented by a third party, complains that NewDay was irresponsible in its lending to him. What happened In April 2017 NewDay provided Mr C with a credit card with an initial limit of £300. The limit was increased on five occasions bringing it to £4,85... (3 pages)View decision -
Decision Reference DRN1661010
3 Jan 2014 Provident Personal Credit Limited UpheldBanking and creditMr H makes several complaints about loans he took out with Provident Personal Credit Limited. In short, he complains that Provident is guilty of irresponsible lending, maladministration of his account, poor complaint handling and poor customer service.backgroundMr H took out seven Prov... (4 pages)View decision -
Decision Reference DRN-2909131
16 Aug 2021 Vehicle Credit Limited Not upheldConsumer CreditDRN-2909131 The complaint Mr R is unhappy with the service provided by Vehicle Credit Limited (‘VCL’), when they supplied him with a car under a hire purchase agreement. What happened On 8 July 2017, Mr R was supplied with a used car through a hire purchase agreement with VCL. The agreemen... (5 pages)View decision -
Decision Reference DRN-5253654
10 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5253654 The complaint Mrs L says NewDay Ltd, trading as Aqua, irresponsibly lent to her. What happened Mrs L took out an Aqua credit card from NewDay in December 2023. She was given a £1,200 credit limit. This was increased to £2,400 in April 2024. Mrs L says the repayments are unaf... (3 pages)View decision -
Decision Reference DRN-4446384
19 Dec 2023 Santander UK Plc Not upheldConsumer CreditDRN-4446384 The complaint Mrs F says Santander UK Plc irresponsibly lent to her. What happened Mrs F took out a 48-month loan for £9,400 on 5 February 2019. The monthly repayments were £269.20 and the total repayable was £12,921.60. Mrs F says she was in a debt management plan at the time ... (2 pages)View decision -
Decision Reference DRN2384153
29 May 2020 arvato Financial Solutions Limited Not upheldBanking and creditMr H complains Arvato Financial Solutions Limited (AFS) have treated him unfairly. He says it hasn’t properly communicated with all parties and as a result his credit file has been adversely affected. backgroundOn 27 August 2013, Mr H took out a loan with a third party provider. On 16 Octo... (3 pages)View decision -
Decision Reference DRN-2293573
30 Oct 2020 S.D. Taylor Limited UpheldConsumer CreditDRN-2293573 The complaint Miss M complains that S.D. Taylor Limited (trading as Loans at Home (LAH)) lent to her irresponsibly. What happened Our adjudicator thought the complaint should be upheld in part. LAH disagreed with the adjudicator’s opinion. The complaint was then passed to an om... (7 pages)View decision -
Decision Reference DRN-5009007
23 Sep 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-5009007 The complaint Miss M complains about issues with her loan account, including that Loans 2 Go Limited hasn’t sent account statements to her and that the amount outstanding doesn’t reflect her loan repayments. What happened Miss M entered into a fixed sum loan agreement with L... (4 pages)View decision -
Decision Reference DRN-3116146
24 Oct 2021 TFS Loans Limited UpheldConsumer CreditDRN-3116146 The complaint Mr M has complained that TFS Loans Limited (“TFS Loans”) provided him with an unaffordable loan. What happened TFS Loans provided Mr M with a loan of £5,000 in August 2010. This loan had a 48-month term with a monthly repayment amount of £244.80. This all meant th... (4 pages)View decision
