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 21242 results
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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 DRN-5656349
1 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5656349 The complaint Miss N complains TSB Bank plc lent to her irresponsibly when they approved her application for an overdraft. She’s also complained they failed to adequately monitor her use of the overdraft. What happened Miss N complains about the lending decisions below, and... (3 pages)View decision -
Decision Reference DRN-3626564
21 Oct 2022 Evergreen Finance London Limited UpheldConsumer CreditDRN-3626564 The complaint Miss P complains that Evergreen Finance London Limited, trading as MoneyBoat.co.uk, lent to her irresponsibly. What happened Miss P was approved for one loan of £800 on 31 March 2022 and it was repayable over four months at £310.78 each month. Miss P still owes Mo... (6 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-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-5901424
12 Dec 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5901424 The complaint Zopa Bank Limited (Zopa) provided Mrs N with a loan of £17,000 for home improvements in 2021. Mrs N 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 f... (2 pages)View decision -
Decision Reference DRN3878335
17 Oct 2017 Provident Personal Credit Limited Not upheldBanking and creditMiss M complains that Provident Personal Credit Limited failed to complete adequate affordability checks before issuing her with loans.background Miss M took out 29 loans with Provident Personal Credit Limited (Provident) between 2012 and 2016. She complained to them, earli... (2 pages)View decision -
Decision Reference DRN-4103649
16 May 2023 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4103649 The complaint Ms R, who is represented by a third party, complains that Moneybarn No. 1 Limited (“Moneybarn”) irresponsibly granted her a conditional sale agreement (“agreement”) she couldn’t afford to repay. What happened In February 2019 Ms R acquired a used car financed by a... (2 pages)View decision -
Decision Reference DRN-4118783
24 May 2023 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4118783 The complaint Miss H, who is represented by a third party, complains that Moneybarn No. 1 Limited (“Moneybarn”) irresponsibly granted her a conditional sale agreement (“agreement”) she couldn’t afford to repay. What happened In September 2017 Miss H acquired a used car financed... (2 pages)View decision