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 DRN-4858636
18 Jun 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4858636 The complaint Mr T complains that Madison CF UK Limited trading as 118 118 Money (“118 118”) irresponsibly agreed a loan for him. What happened 118 118 agreed a loan of £1,500 for Mr T in June 2023. The total amount owed was £2,622.96 to be repaid at £109.29 a month over 24 mon... (4 pages)View decision -
Decision Reference DRN-5204552
8 Jan 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5204552 The complaint Mr H complains that Home Retail Group Card Services Limited trading as Argos Card was irresponsible in its lending to him. What happened Mr H was provided with an Argos credit card in April 2020 with an initial credit limit of £1,350. The credit limit was incre... (3 pages)View decision -
Decision Reference DRN-2861922
17 Sep 2021 Morses Club PLC UpheldConsumer CreditDRN-2861922 The complaint Mr G says Morses Club PLC lent to him irresponsibly. He says that he was in a debt spiral and so he couldn’t afford the short-term loans. He says that Morses should have made better checks into his financial circumstances, found out about this and not lent to him.... (4 pages)View decision -
Decision Reference DRN9169306
25 Oct 2019 Casheuronet UK LLC UpheldBanking and creditMr K complains that CashEuroNet UK LLC lent to him irresponsibly. At the time of the loan approval in February 2015 it traded as Pounds to Pocket. A name change means it trades more recently as OnStride. I will refer to it as CashEuroNet. backgroundMr K applied for one loan. CashEuroNet ap... (5 pages)View decision -
Decision Reference DRN-5394059
13 Mar 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5394059 The complaint Mr R complains ACI-UK Limited haven’t removed a default applied to his credit file for a debt they hold when he thinks they should. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevan... (5 pages)View decision -
Decision Reference DRN-5705473
4 Dec 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5705473 The complaint Plata Finance Limited provided Mr B with a £2,000 loan in December 2024. Mr B says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute... (2 pages)View decision -
Decision Reference DRN3283668
2 Jun 2016 Active Securities Limited UpheldBanking and creditMr S complains that Active Securities Limited (trading as 247 Moneybox) irresponsibly granted him payday loans when he was in financial difficulties. His continuous borrowing led to a spiral of debt. He wants the interest and charges refunded.backgroundOur adjudicator f... (2 pages)View decision -
Decision Reference DRN5869499
28 Oct 2020 National Westminster Bank Plc UpheldBanking and creditComplaint Miss K has complained about overdraft charges National Westminster Bank Plc (“NatWest”) added to her Select bank account. In essence, she’s said NatWest continued applying these charges when she was in financial difficulty and without any regard to her financial position. Backgro... (14 pages)View decision -
Decision Reference DRN-5838503
24 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5838503 The complaint Miss M complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss M applied for an Aqua credit card in May 2021. In the application, Miss M said she was ear... (4 pages)View decision -
Decision Reference DRN-3514074
23 Jun 2022 Loans 2 Go Limited Not upheldConsumer CreditDRN-3514074 The complaint Mr G, through his representative, complains that Loans 2 Go Limited lent to him irresponsibly. What happened Mr G was approved by Loans 2 Go for one loan on or near 11 November 2021. The capital amount borrowed was £1,000 repayable over 78 weeks at weekly payments... (3 pages)View decision