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 DRN3573633
23 Jan 2019 Madison CF UK Limited Not upheldBanking and creditMrs R complains that Madison CF UK Limited (trading as 118118Money) irresponsibly lent her money. backgroundIn December 2014 Mrs R took out a £1,500 loan with Madison repayable over 24 months. She got into financial difficulty and couldn’t pay it back as planned. She s... (2 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-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-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 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 -
Decision Reference DRN-4718862
28 Jun 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4718862 The complaint Mr C complains that Barclays Bank UK PLC, trading as Barclaycard (‘Barclaycard’), irresponsibly granted him a credit card he couldn’t afford to repay. What happened In or around January 2021 Mr C entered into an agreement with Barclaycard to have access to credit ... (3 pages)View decision -
Decision Reference DRN8612321
1 Nov 2018 MYJAR Limited UpheldBanking and creditMr K has complained about a series of payday loans he took out with MYJAR Limited (trading as “MYJAR”).He’s said MYJAR lent to him irresponsibly as it provided him with a number of loans over a period of almost five years. He’s also said that he had several other... (19 pages)View decision -
Decision Reference DRN6557961
26 Mar 2020 National Westminster Bank Plc UpheldBanking and creditComplaintMr W has complained about the overdraft facility on his National Westminster Bank Plc (“NatWest”) Select Platinum (initially Advantage Gold) packaged bank account. In essence, he’s unhappy with the charges applied to his overdraft and believes they’ve exacerbated his financial dif... (13 pages)View decision -
Decision Reference DRN7768274
27 Jun 2013 Marsh Finance Ltd UpheldBanking and creditMr K complains about a hire purchase agreement he took out to buy a car. He is unhappy Marsh Finance Ltd did not accept his request to voluntary terminate the agreement when he said he could not afford the monthly repayments. He also believes the hire purchase agreement was not afforda... (3 pages)View decision
