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-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-3664661
12 Sep 2022 Valour Finance Limited Not upheldConsumer CreditDRN-3664661 The complaint Mr C complained about several aspects relating to the lending by Valour Finance Limited trading as Savvy.co.uk. He complains that it lent to him irresponsibly. Mr C also complains that Savvy wrongly accused him of credit fraud. And Mr C complains that Savvy mis-ma... (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-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 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-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-5237375
3 Jan 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5237375 The complaint Miss D complains that Tesco Personal Finance Limited trading as Tesco Bank irresponsibly lent to her. What happened Miss D applied for a Tesco credit card in August 2023, and her application was accepted. She was given a £8,500 credit limit. Miss D says that Te... (2 pages)View decision -
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-5609376
26 Aug 2025 JDB Enterprise Group Ltd Not upheldConsumer CreditDRN-5609376 The complaint Mr B complains that JDB Enterprise Group Ltd trading as Fast Loan UK (Fast Loan) lent to him irresponsibly. Mr B says that Fast Loan did not carry out the correct checks and if it had it would not have lent to him. In February 2025 Mr B complained that JDB Ent... (8 pages)View decision
