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-5626843
17 Oct 2025 Everyday Lending Limited UpheldConsumer CreditDRN-5626843 The complaint Everyday Lending Limited trading as Everyday Loans (ELL) provided Mr P with a loan in June 2023. Mr P says the loan was provided irresponsibly. What happened Mr P complains about the loan below: Date Capital Interest rateTerms Monthly repayment May 2023£1,500... (2 pages)View decision -
Decision Reference DRN-3692286
1 Nov 2022 Madison CF UK Limited Not upheldConsumer CreditDRN-3692286 The complaint Mr D complains that Madison CF UK Limited trading as 118 118 Money was irresponsible in its lending to him. What happened In December 2020, Mr D was provided with a £1,000 fixed sum loan by 118 Money. The loan term was 18 months and Mr D was required to make month... (2 pages)View decision -
Decision Reference DRN-5510359
23 May 2025 Lendable Ltd UpheldConsumer CreditDRN-5510359 The complaint Mr H complains that Lendable Ltd failed to check sufficiently whether he could sustain repayments before they agreed to lend to him. What happened In May 2024 Mr H entered into A Fixed Sum Loan agreement with Lendable for £5,000. After interest fees and charg... (4 pages)View decision -
Decision Reference DRN9495627
6 Aug 2019 Mobile Money Limited UpheldBanking and creditMr E has complained about seven logbook loans which were provided to him by Mobile Money Limited (“Mobile Money”). He says these loans were unfairly expensive and he had difficulty paying them back.backgroundMr E was provided with an initial loan of £450 in July 2012. The loan had a 12 mon... (18 pages)View decision -
Decision Reference DRN-5396080
8 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5396080 The complaint Mr J complains that Barclays Bank UK PLC trading as Barclaycard lent to him irresponsibly. He initially complained only about Cards 3 and 4 in the table below, but has since broadened the complaint to include Cards 1 and 2. For the ease of understanding, I’ve w... (6 pages)View decision -
Decision Reference DRN-5646817
20 Oct 2025 LRUK (RETAIL) LIMITED Not upheldConsumer CreditDRN-5646817 The complaint LRUK (RETAIL) Limited trading as La Redoute provided Miss M with a catalogue account. She says the credit was provided irresponsibly. What happened Miss M complains about the lending decisions below: Date Event Credit limit June 2017 Account opening £110Novem... (2 pages)View decision -
Decision Reference DRN5513819
13 Apr 2018 Vanquis Bank Limited Not upheldBanking and creditMiss W complains that Vanquis Bank Limited acted irresponsibly when it increased her credit limit in 2015. backgroundMiss W opened a Vanquis credit card account in January 2014 with a credit facility of £500. It carries out a risk assessment of all its customers ev... (2 pages)View decision -
Decision Reference DRN1729700
10 Oct 2013 Cheltenham & Gloucester plc Not upheldBanking and creditMrs and Mr A complain that Cheltenham and Gloucester Plc put incorrect income figures on their mortgage application forms, which meant they borrowed more than they could afford. They want some of the debt to be written off and other repayments to be adjusted. backgroundIn 2005 Mrs a... (2 pages)View decision -
Decision Reference DRN4245642
28 Jan 2014 Santander UK Plc Not upheldBanking and creditMr D is unhappy that Santander UK Plc allowed transactions to debit his account when there were insufficient funds to cover the payments, and charges resulted. He is also unhappy that Santander allowed him to have an overdraft facility while he was on income based benefit.backgroundMr ... (2 pages)View decision -
Decision Reference DRN-3066949
16 Dec 2021 Oakbrook Finance Limited Not upheldConsumer CreditDRN-3066949 The complaint Mr C says OAKBROOK FINANCE LIMITED trading as Likely Loans irresponsibly lent to him. What happened In July 2017 Mr C applied to Oakbrook for a loan. He borrowed £1,800 repayable by 24 monthly instalments of £124.40. The APR was 69.94%. The loan was repaid in full... (3 pages)View decision
