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 19751 results
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Decision Reference DRN9989323
9 Oct 2019 Carcashpoint Limited UpheldBanking and creditMr B has complained about a logbook loan Carcashpoint Limited (“Carcashpoint”) provided to him. He says at the time of his application he was trapped in a debt spiral which meant that he couldn’t afford any more borrowing. And if Carcashpoint had completed thorough checks it would have kno... (11 pages)View decision -
Decision Reference DRN-5494879
30 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5494879 The complaint Miss K complains that NewDay Ltd trading as Aqua was irresponsible in its lending to her. What happened Miss K was provided with an Aqua credit card account in December 2021 with an initial credit limit of £1,200. Miss K has explained that she had fled domestic... (4 pages)View decision -
Decision Reference DRN-2945531
13 Sep 2021 Gain Credit LLC UpheldConsumer CreditDRN-2945531 The complaint Mr W has complained that Gain Credit LLC trading as Drafty hasn’t carried out the settlement in full that was agreed, on 7 October 2020, in order to resolve Mr W’s complaint. Mr W has also said that he doesn’t think it is fair that if he sets up a repayment plan, ... (7 pages)View decision -
Decision Reference DRN-3487003
11 Nov 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3487003 The complaint Miss G complains through her representative that AvantCredit of UK, LLC irresponsibly provided her with a high cost loan that she couldn’t afford to repay. What happened AvantCredit provided Miss G with a loan for £1,000 on 6 October 2015 repayable over 36 months ... (3 pages)View decision -
Decision Reference DRN2271608
21 Dec 2018 Casheuronet UK LLC UpheldBanking and creditMr R has complained about short-term loans granted to him by CashEuroNet UK LLC trading as Quick Quid (“Quick Quid” or “the lender”).backgroundI set out the circumstances leading to this complaint and my initial conclusions in a provisional decision to both parties ... (33 pages)View decision -
Decision Reference DRN-5857859
7 Oct 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5857859 The complaint Everyday Lending Limited trading as Everyday Loans provided Mr A with a £3,100 loan in January 2022. It had a 36-month term and Mr A says the loan was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’... (2 pages)View decision -
Decision Reference DRN-3557369
29 Jun 2022 Freemans Plc UpheldConsumer CreditDRN-3557369 The complaint Mr C says Freemans Plc irresponsibly lent to him. What happened Mr C took out three catalogue shopping account from Freemans in April 2017, July 2017 and February 2018. He received a number of credit limit increases on all three accounts. When the accounts fell in... (3 pages)View decision -
Decision Reference DRN-3012812
29 Jul 2022 Studio Retail Limited Not upheldConsumer CreditDRN-3012812 The complaint Ms S complains that Studio Retail Limited lent to her irresponsibly. What happened Ms S applied for credit with Studio on in November 2017. The catalogue shopping account was opened with a credit limit of £100. Ms S says Studio should never have given her any cred... (2 pages)View decision -
Decision Reference DRN-5501812
24 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5501812 The complaint Mrs B, via her husband who is acting as her representative, has complained that HSBC UK Bank Plc, acted irresponsibly when it provided her access to multiple forms of credit. Mrs B applied for a credit card, two loans and an overdraft facility from HSBC. This d... (5 pages)View decision -
Decision Reference DRN6641088
14 Apr 2020 S.D. Taylor Limited UpheldBanking and creditMrs T complains about irresponsible lending for home credit loans approved for her by SD Taylor Limited. She says that “They did not take the correct actions to ensure the loans were affordable and stop lending. I was in a lot of debt and they kept offering these loans.”backgroundMrs T com... (4 pages)View decision
