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 19738 results
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Decision Reference DRN0952462
11 Nov 2016 Rooftop Mortgages Limited Not upheldBanking and creditMr and Mrs F complained that they’d been mis-sold their mortgage with Rooftop Mortgages Limited.backgroundMr and Mrs F took out a mortgage with Rooftop in early 2006. They were sold the mortgage by a broker from an organisation which I’ll call A. The mortgage offer ... (2 pages)View decision -
Decision Reference DRN-3198240
10 Dec 2021 Shelby Finance Ltd Not upheldConsumer CreditDRN-3198240 The complaint Mr A complains that Shelby Finance Ltd, trading as Dot Dot Loans, lent to him irresponsibly. And Mr A complains that he was informed by Shelby that a Direct Debit (DD) was set up but he says it was not. Mr A says that Shelby did not even try to take the payments f... (3 pages)View decision -
Decision Reference DRN-5417233
14 Apr 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5417233 The complaint Miss J complained that Capital One (Europe) plc trading as Capital One sent her threatening letters for payment and that she couldn’t afford to make her repayments due to the charges being applied to her account. She said that she was unable to talk on the phon... (4 pages)View decision -
Decision Reference DRN-4617416
11 Mar 2024 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-4617416 The complaint Ms S complains that Lantern Debt Recovery Services Ltd is unfairly attempting to collect a debt it acquired in her name. What happened In August 2023 Lantern purchased a debt in Ms S’ name from a business I’ll refer to as A. The debt related to a guarantor loan fo... (3 pages)View decision -
Decision Reference DRN-2883070
12 Jul 2021 Evergreen Finance London Limited UpheldConsumer CreditDRN-2883070 The complaint Mr E says that Evergreen Finance London Limited trading as Moneyboat: didn’t follow the FCA guidance in relation to helping customers during the Covid-19 pandemic; and didn’t calculate the loan interest correctly, and under the terms of the contract, when he req... (4 pages)View decision -
Decision Reference DRN-4674571
13 Jun 2024 Next Retail Limited Not upheldConsumer CreditDRN-4674571 The complaint Miss M complains that Next Retail Limited trading as Next Online (“Next”) irresponsibly provided her with, and increased the credit limit on, a credit account (“account”). What happened In February 2020 Miss M opened a pay with order account with Next. In Novemb... (3 pages)View decision -
Decision Reference DRN-2097791
26 Feb 2021 Evolution Lending Limited Not upheldMortgagesDRN-2097791 The complaint Miss M complains that Evolution Lending Limited shouldn’t have lent her money secured by a further charge on her property. Miss M would like Evolution to refund the interest she paid and remove any adverse credit information it registered. What happened Miss M too... (2 pages)View decision -
Decision Reference DRN-5491825
23 May 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5491825 The complaint Mr G is unhappy with the settlement Lloyds Bank PLC offered after it upheld his complaint about irresponsible lending. What happened Mr G took out a loan for £25,000 over 60 months from Lloyds in January 2013. After he complained to the bank, saying the lending... (2 pages)View decision -
Decision Reference DRN7513208
5 Jun 2015 WDFC UK Limited UpheldBanking and creditMr V complains that WDFC UK Limited (the business) has recorded incorrect information on his credit file. This complaint has also been investigated in regard to irresponsible lending by the business.backgroundMr V says that he looked at this credit report before app... (2 pages)View decision -
Decision Reference DRN4003908
25 Jun 2019 Black Horse Limited Not upheldBanking and creditMr H complains on behalf of Ms H, a friend, of irresponsible lending by Black Horse Limited (trading as Landrover Financial Services (LRFS)) leading to negative information on Ms H’s credit file. Ms H would like the negative data removed. And compensation to cover legal fees and the stress... (6 pages)View decision
