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 DRN-2220325
18 Dec 2020 Oakam Ltd UpheldConsumer CreditDRN-2220325 The complaint Mrs M (via the way of a representative) complains Oakam Ltd (Oakam) irresponsibly provided her with a number of instalment loans. She says Oakam didn’t carry out sufficient checks. What happened Our adjudicator thought Mrs M’s complaint should be partially upheld.... (19 pages)View decision -
Decision Reference DRN-4405343
17 Oct 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4405343 The complaint Mr E, represented by a third party, complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. What happened Mr E applied for an Aqua credit card in April 2013, and this was provided with an initial credit limit of £250. The credit limit wa... (3 pages)View decision -
Decision Reference DRN-3678336
12 Sep 2022 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-3678336 The complaint Mr V complains that Creation Consumer Finance Ltd irresponsibly granted him a fixed sum loan he couldn’t afford to repay. He also complains that it didn’t offer his assistance when he told it he couldn’t meet the repayments. What happened In January 2018, Mr V acq... (2 pages)View decision -
Decision Reference DRN-4600109
30 Apr 2024 Santander UK Plc Not upheldConsumer CreditDRN-4600109 The complaint Mr S complains that Santander UK Plc lent to him irresponsibly. What happened Mr S applied on-line to Santander for a £10,000 loan on 18 August 2023. He supplied information on the application form, the loan was processed and approved. The total to pay over the th... (5 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-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-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-5488707
14 Jul 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5488707 The complaint Mrs W is unhappy with how Madison CF UK Limited, trading as 118 118 Money, offered to settle her irresponsible lending complaint. She wants the balance writing off in full. What happened Mrs W took out a loan for £5,000 over 36 months on 23 July 2024. The month... (2 pages)View decision -
Decision Reference DRN7643929
5 Mar 2014 National Westminster Bank Plc Not upheldBanking and creditMr A says National Westminster Bank Plc acted irresponsibly by issuing him a credit card with a credit limit which was 50% of his annual salary. He also says his credit card complaint was not handled well by NatWest.background Mr A applied for a credit card. He started the applicatio... (2 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
