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-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 -
Decision Reference DRN-5840745
30 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5840745 The complaint Mrs N on behalf of Miss N complains that NewDay Ltd trading as Fluid Credit Card (NewDay) lent to her irresponsibly. What happened Miss N opened a credit card account with NewDay in January 2022 with a credit limit of £1,500. Miss N complained to NewDay about... (3 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 DRN5951235
3 Apr 2020 NewDay Ltd UpheldBanking and creditComplaintMr C has complained that NewDay Ltd (“NewDay”) irresponsibly provided him with six different card accounts which it ought to have realised that he couldn’t afford to repay.BackgroundMr C applied for and was provided with six different credit accounts with NewDay between January 20... (3 pages)View decision -
Decision Reference DRN-4968860
20 Aug 2024 Cabot Credit Management Group Limited UpheldConsumer CreditDRN-4968860 The complaint Mr M complains that Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited (Cabot) incorrectly told him that it would remove a default from his credit file. What happened In April 2021, Cabot bought an outstanding credit card debt in ... (3 pages)View decision -
Decision Reference DRN-6118262
30 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6118262 The complaint Mr E complains that HSBC UK Bank Plc (‘HSBC’) acted irresponsibly by providing him with increases to an overdraft facility in September 2019. What happened HSBC agreed to give Mr E several increases to his overdraft in September 2019, when it went from £50 to ... (2 pages)View decision -
Decision Reference DRN-5843962
26 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5843962 The complaint Mrs F complains about the service she received from NewDay Ltd trading as Aqua. What happened Mrs F had an Aqua credit card account. After she raised an irresponsible lending complaint, Aqua closed her account and agreed a payment holiday. Mrs F was unhappy to ... (4 pages)View decision -
Decision Reference DRN-4706718
15 Apr 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-4706718 The complaint Mrs C complains that Loans 2 Go Limited (“Loans 2 Go”) shouldn’t have lent to her because it ought reasonably to have realised that she might struggle to make her repayments. Mrs C has brought her complaint through a representative, so references to her submission... (2 pages)View decision -
Decision Reference DRN-3465841
6 May 2022 Next Retail Limited UpheldConsumer CreditDRN-3465841 The complaint Mrs H says Next Retail Limited trading as Next Online (“Next”) irresponsibly lent to her. She has requested that the interest and late payment charges she paid on the account she had be refunded. What happened This complaint is about a catalogue shopping account p... (5 pages)View decision