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-5177425
24 Jan 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5177425 The complaint Mr M complains BMW Financial Services (GB) Limited (BMW) irresponsibly entered into a car finance agreement because it didn’t complete reasonable and proportionate checks to ensure the agreement was affordable for him. What happened Mr M entered into a hire pu... (4 pages)View decision -
Decision Reference DRN4608982
25 Mar 2019 Express Finance (Bromley) Limited Not upheldBanking and creditMr A complains that Express Finance (Bromley) Limited trading as Payday Express lent to him irresponsibly. background Payday Express’ records show that a running account credit agreement was entered into with Mr A on 19 December 2011. The ‘drawdowns’ were for specific ti... (2 pages)View decision -
Decision Reference DRN5217574
23 May 2018 NewDay Ltd Not upheldBanking and creditMrs V complains that NewDay Ltd acted irresponsibly in allowing her a credit card with an unaffordable limit.backgroundIn September 2015 Mrs V made an online credit card application to NewDay, which was approved with a limit of £900. Mrs V declared an annual household i... (2 pages)View decision -
Decision Reference DRN5684867
11 Jun 2014 Halifax Investment Services Ltd Not upheldInvestment and pensionsMr K has brought a complaint on behalf of his son, Mr C, concerning a stocks and shares ISA. He has said Halifax Investment Services Ltd has mismanaged his son’s ISA. Halifax has also failed to listen to its risk adviser. Therefore, due to its poor management of its business the val... (2 pages)View decision -
Decision Reference DRN-1715085
24 Jun 2020 Morses Club PLC Not upheldConsumer CreditDRN-1715085The complaintMr L is unhappy about a loan he has with Morses Club PLC.What happenedMr L took out a £100 loan from Morses Club in April 2019. He thinks Morses Club shouldn't have given him the loan. He also thinks he shouldn't have to repay the loan because Morses Club&... (1 page)View decision -
Decision Reference DRN-5950709
16 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5950709 The complaint Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance, provided Mr P with the following loan: Date Amount Monthly repayments Term (months) November 2024 £1,210£42.2636 This is a buy now pay later agreement, where there is a 12 month interest free p... (2 pages)View decision -
Decision Reference DRN-5213951
16 Dec 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5213951 The complaint Mr T has complained that Moneybarn No. 1 Limited acted irresponsibly when it provided him with a finance agreement in March 2022. Background Mr T approved for a finance agreement with Moneybarn in March 2022. The agreement was for £15,000 over 60 months and Mr ... (3 pages)View decision -
Decision Reference DRN0902924
11 Feb 2019 HSBC UK Bank Plc Not upheldBanking and creditMr and Mrs A complain that HSBC UK Bank Plc gave them the wrong information when they took out a personal loan.backgroundIn February 2018 Mr and Mrs A applied for an HSBC loan. The interest rate was high but they told us HSBC said they could go back to their local... (2 pages)View decision -
Decision Reference DRN-5635944
19 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5635944 Complaint Mrs P has complained that Lloyds Bank PLC (“Lloyds”) irresponsibly provided a credit card as well as a subsequent credit limit increase to her. She says that Lloyds provided her with this card and then increased her credit limit to unaffordable levels. She’s said ... (6 pages)View decision -
Decision Reference DRN-3191829
13 Dec 2021 TFS Loans Limited UpheldConsumer CreditDRN-3191829 The complaint Mrs C says TFS Loans Limited lent to her irresponsibly. What happened Mrs C took out a guarantor loan from TFS in February 2014. It was for £3,500 over 36 months. The monthly repayments were £153.94 and the total repayable was £7,306.39. Mrs C says TFS didn’t carr... (3 pages)View decision