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 DRN4104489
14 May 2018 WDFC UK Limited UpheldBanking and creditMr C complains WDFC UK Limited, trading as Wonga, lent to him irresponsibly.backgroundI issued a provisional decision on 14 June 2018, explaining why I thought this complaint should be upheld. A copy of the provisional is attached and forms part of this final decision... (4 pages)View decision -
Decision Reference DRN-5002451
11 Sep 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-5002451 The complaint Ms F says Loans 2 Go Limited irresponsibly lent to her. What happened Ms F took out a 24-month instalment loan for £1,500 from Loans 2 Go on 27 January 2023. The monthly repayments were £202 and the total repayable was £4,848. Ms F says this loan with its high... (3 pages)View decision -
Decision Reference DRN-5423558
23 May 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-5423558 The complaint Miss L complains that PayPal (Europe) Sarl Et Cie Sca (“PayPal”) approved a credit account for her in 2022 when she could not afford it. What happened Miss L took a PayPal Credit account in March 2022 and the credit limit approved for her was £800. It’s a revol... (3 pages)View decision -
Decision Reference DRN-1835400
18 May 2020 Lloyds Bank PLC UpheldBanking and PaymentsDRN-1835400ComplaintMr D has complained about the overdraft on his Lloyds Bank PLC (“Lloyds”) bank account. He’s said that he had a gambling problem, between 2013 and 2018, which ought to have been apparent from his statements. And in these circumstances, it was unfair to lend to him, let ... (14 pages)View decision -
Decision Reference DRN-5980133
27 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5980133 The complaint Mr H and his representative have complained about how MotoNovo Finance Limited (‘MotoNovo’) handled his complaint about irresponsible lending. What happened In September 2022 Mr H acquired a car financed by way of a hire purchase agreement with MotoNovo. Mr H ... (3 pages)View decision -
Decision Reference DRN-6052727
5 Feb 2026 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-6052727 The complaint Mr B has complained that Jaja Finance Ltd, trading as Asda Money Select (Asda), were irresponsible when opening a credit card account. What happened Asda provided Mr B with a credit card in October 2024 with a limit of £1,200. Mr B says this was irresponsible. ... (2 pages)View decision -
Decision Reference DRN-5634585
10 Dec 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5634585 The complaint Mr H complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) irresponsibly provided him with a loan. What happened MoneyBoat provided Mr H with an instalment loan for £200, with a total amount repayable of £366.71 in January 20... (3 pages)View decision -
Decision Reference DRN-2246952
23 Nov 2020 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-2246952 The complaint C, a third party acting on behalf of Mrs G, complains that Tesco Personal Finance PLC (TPF) were irresponsible in providing her with a credit card when she applied for one. C also complains that the credit agreement contains unfair terms and that TPF disproportion... (3 pages)View decision -
Decision Reference DRN-3320142
14 Mar 2022 Madison CF UK Limited Not upheldConsumer CreditDRN-3320142 The complaint Mr D complains that Madison CF UK Limited, trading as 118118 Money (Madison), lent to him irresponsibly. What happened Mr D has explained his circumstances at the time and I am sorry to hear it. And I understand his financial situation is better now. Mr D approach... (4 pages)View decision -
Decision Reference DRN-2784008
25 May 2021 TFS Loans Limited UpheldConsumer CreditDRN-2784008 The complaint Mrs H has complained that TFS Loans Limited (“TFS Loans”) provided her with an unaffordable loan. What happened TFS Loans provided Mrs H with a loan of £2,000.00 in November 2010. This loan had a 30- month term with a monthly repayment amount of £143.73. This all ... (4 pages)View decision