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 18463 results
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Decision Reference DRN3343157
26 Apr 2019 Loans 2 Go Limited UpheldBanking and creditMr J has complained about five logbook loans provided which were provided to him by Loans 2 Go Limited (“L2G”). He says it was irresponsible for L2G to give him these loans as his credit file would’ve shown defaults, missed and late payments and several payday loa... (19 pages)View decision -
Decision Reference DRN-5598538
18 Jun 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5598538 The complaint Miss G has complained that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) acted irresponsibly when it provided her with two loans in 2021 and 2022. She has also complained that it failed to offer to reasonable support when she ran int... (3 pages)View decision -
Decision Reference DRN-5544905
8 May 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5544905 The complaint X complains HSBC UK Bank Plc (“HSBC”) lent three loans to them irresponsibly between 2006 and 2008. What happened In July 2006, X was provided with a flexi-loan for £2,000. Then in May 2007 a loan for £5,000 was provided – around £4,500 was used to consolidate... (5 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 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-4348188
13 Sep 2023 Lantern Debt Recovery Services Ltd UpheldConsumer CreditDRN-4348188 The complaint Mr C complains Lantern Debt Recovery Services Ltd didn’t carry out due diligence when purchasing his debt from another company. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant eleme... (4 pages)View decision -
Decision Reference DRN-3102246
23 Dec 2021 NewDay Ltd UpheldConsumer CreditDRN-3102246 The complaint Mr H complains that NewDay Ltd (NewDay) closed his credit card account and charged him interest during payment holidays. What happened Mr H had a marbles loan and credit card from NewDay. The loan was for £2,400 payable over 24 months and was repaid. The credit ca... (3 pages)View decision -
Decision Reference DRN-5536461
23 May 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5536461 Complaint Mr L has complained about a credit card Tesco Personal Finance Limited (“Tesco PF”) provided to him. He says that the credit card and the subsequent limit increases shouldn’t have been provided as they were unaffordable for him. Background Tesco PF provided Mr L w... (7 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 -
Decision Reference DRN-3914487
25 Jan 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3914487 The complaint Mr E says Tesco Personal Finance PLC irresponsibly lent to him. What happened Mr E opened a credit card with Tesco on 23 March 2017. He was given a £4,300 credit limit. The account defaulted in July 2019 and is being repaid through Mr E’s debt management plan. Mr ... (3 pages)View decision
