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 19751 results
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Decision Reference DRN-3800599
18 Sep 2023 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-3800599 The complaint Mrs A complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, won’t refund to her the money that she paid for some holiday club membership points. Her husband is also involved in her complaint and she’s being represented by a leg... (5 pages)View decision -
Decision Reference DRN-2795418
4 May 2021 Loans 2 Go Limited UpheldConsumer CreditDRN-2795418 The complaint Mr D says Loans2Go Limited gave him loans that were unaffordable at extremely high interest rates. What happened Mr D took out seven loans from Loans2Go between December 2015 and July 2019. A summary of his borrowing follows. *top up of loan 2 Mr D says Loans2Go d... (3 pages)View decision -
Decision Reference DRN-3106828
29 Mar 2022 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-3106828 The complaint Mr T complains that Shop Direct Finance Company Limited trading as very (‘Shop Direct’) irresponsibly gave him a running account credit facility that he couldn’t afford. What happened On 5 March 2014, Mr T applied for a credit account with Shop Direct. He was give... (2 pages)View decision -
Decision Reference DRN9185798
12 Feb 2021 Go Car Credit Limited Not upheldBanking and creditMiss W complains that Go Car Credit Limited (“GCC”) supplied her with a car under a hire purchase agreement which wasn’t of satisfactory quality. She also says the agreement was never affordable to her. Miss W is represented in this complaint by her relative, but for ease I’ll refer only t... (6 pages)View decision -
Decision Reference DRN-4284861
20 Dec 2023 Next Retail Limited Not upheldConsumer CreditDRN-4284861 The complaint Ms W complains, via a third party, that Next Retail Limited trading as Next Online (“Next”) lent to her irresponsibly. What happened In November 2019 Ms W applied for an account with Next which was granted with a credit limit of £300. This credit limit was never i... (2 pages)View decision -
Decision Reference DRN-3917115
26 Jan 2023 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-3917115 The complaint Mr M complains that Marks & Spencer Financial Services Plc trading as M&S Bank (‘M&S Bank’) irresponsibly gave him a credit card that he couldn’t afford. What happened 18 May 2011 Mr M applied for a credit card online with M&S Bank. He was given an... (2 pages)View decision -
Decision Reference DRN0258419
10 Jul 2019 Ferratum UK Ltd. Not upheldBanking and creditMr H complains that Ferratum UK Ltd was irresponsible to lend him money,backgroundMr H took out one instalment loan with Ferratum in January 2018 He was due to repay £500 by three monthly instalments, the highest of which was £254.Mr H says that he had a gambling addiction and when Ferratu... (2 pages)View decision -
Decision Reference DRN-3098393
10 Nov 2021 Loans 2 Go Limited UpheldConsumer CreditDRN-3098393 The complaint Mr D says Loans 2 Go Limited lent to him irresponsibly. What happened Mr D took out an 18-month instalment loan for £500 from Loans 2 Go on 10 January 2020. The monthly repayments were £114.28 and the total repayable was £2057.04. Mr D says since taking the loan h... (4 pages)View decision -
Decision Reference DRN-5620591
1 Jul 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5620591 The complaint Ms W complains that Santander Consumer (UK) Plc lent to her irresponsibly. What happened On 13 September 2009, Ms W entered into a fixed sum loan agreement with Santander to acquire a used vehicle. It was agreed on the following terms: Date Amount of credit Mo... (5 pages)View decision -
Decision Reference DRN-4915778
20 Aug 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4915778 The complaint Mrs R, who is represented by her father in this complaint, complains that National Westminster Bank Plc (‘NatWest’) irresponsibly gave her two credit card accounts she couldn’t afford. What happened In August 2020, Mrs R applied for and was granted a credit ca... (4 pages)View decision
