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-5488707
14 Jul 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5488707 The complaint Mrs W is unhappy with how Madison CF UK Limited, trading as 118 118 Money, offered to settle her irresponsible lending complaint. She wants the balance writing off in full. What happened Mrs W took out a loan for £5,000 over 36 months on 23 July 2024. The month... (2 pages)View decision -
Decision Reference DRN-4696565
8 Apr 2024 Admiral Financial Services Limited Not upheldConsumer CreditDRN-4696565 The complaint Mr W complains that Admiral Financial Services Limited (‘Admiral’) irresponsibly gave him a loan that he couldn’t afford. What happened On 12 April 2023, Mr W applied for a loan with Admiral. He was given a loan of £2,000 over 24 months and the monthly repayment w... (2 pages)View decision -
Decision Reference DRN7643929
5 Mar 2014 National Westminster Bank Plc Not upheldBanking and creditMr A says National Westminster Bank Plc acted irresponsibly by issuing him a credit card with a credit limit which was 50% of his annual salary. He also says his credit card complaint was not handled well by NatWest.background Mr A applied for a credit card. He started the applicatio... (2 pages)View decision -
Decision Reference DRN-3307135
6 Apr 2022 Marsh Finance Ltd Not upheldConsumer CreditDRN-3307135 The complaint Mrs C complains that Marsh Finance Ltd (“Marsh”) irresponsibly granted her a loan she couldn’t afford to repay. What happened In July 2014, Mrs C acquired a car and financed the deal through a hire purchase agreement with Marsh. Mrs C was required to make 59 month... (2 pages)View decision -
Decision Reference DRN-3460516
30 Jun 2022 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-3460516 The complaint Mr V complains that Shop Direct Finance Company Limited (‘Shop Direct’) irresponsibly gave him a running account credit facility that he couldn’t afford. What happened On 4 August 2010, Mr V applied for a running account credit facility with Shop Direct. He was gi... (2 pages)View decision -
Decision Reference DRN-4709318
29 May 2024 Fairscore Ltd Not upheldConsumer CreditDRN-4709318 The complaint Mr D complains that Fairscore Ltd, trading as Updraft, provided him with credit that he couldn’t afford to repay. He also says that they were unreasonable to pursue the debt after he had told them he was dealing with a debt charity. What happened Fairscore approve... (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 -
Decision Reference DRN-4735414
1 May 2024 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4735414 The complaint Miss F says Tesco Personal Finance PLC (TPF), trading as Tesco Bank, irresponsibly lent to her. What happened Miss F took out a £17,000 loan over 84 months from TPF in September 2018. The monthly repayments were £273.66 and the total repayable was £22,987.44. Miss... (3 pages)View decision -
Decision Reference DRN-4398579
13 Oct 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4398579 The complaint Ms M, who is represented by a third party, complains that Everyday Lending Limited (“Everyday Lending”), irresponsibly approved her for a loan she couldn’t afford to repay. What happened In January 2018 Ms M entered into a loan agreement by way of a guarantor loa... (2 pages)View decision -
Decision Reference DRN-3961189
24 Feb 2023 Next Retail Limited Not upheldConsumer CreditDRN-3961189 The complaint Ms B complains that Next Retail Limited (“Next”) irresponsibly gave her a revolving credit catalogue account she couldn’t afford. What happened In March 2019 Ms B applied for and was accepted for a credit account with Next. She was given an initial credit limit of... (2 pages)View decision
