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-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-5699325
17 Oct 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5699325 The complaint Shop Direct Finance Company Limited trading as very provided Mr E with a catalogue account in 2022. It had a credit limit of £750. Mr E says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I... (2 pages)View decision -
Decision Reference DRN-3866418
4 Jan 2023 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3866418 The complaint Mrs P complains that Tesco Personal Finance PLC trading as Tesco Bank (‘Tesco’) irresponsibly gave her a credit card account that she couldn’t afford. What happened On 2 June 2019, Mrs P’s credit card was opened by Tesco with an initial credit limit of £1,500. Thi... (2 pages)View decision -
Decision Reference DRN-3818498
11 Jan 2023 J D Williams & Company Limited UpheldConsumer CreditDRN-3818498 The complaint Mr S says J D Williams & Company Limited (“J D Williams”) irresponsibly lent to him. He has requested that the interest and late payment charges he paid on his account be refunded. What happened This complaint is about a catalogue shopping account provided by ... (3 pages)View decision -
Decision Reference DRN-4613737
27 Feb 2024 Nationwide Building Society Not upheldConsumer CreditDRN-4613737 The complaint Mr P complains that Nationwide Building Society (“Nationwide”) irresponsibly granted him a loan he couldn’t afford to repay. What happened In July 2015 Mr P took out a personal loan for around £10,0000. It was used to ‘top-up’ an earlier loan. Mr P says that Natio... (2 pages)View decision -
Decision Reference DRN-5873621
9 Oct 2025 Lendable Ltd Not upheldConsumer CreditDRN-5873621 The complaint Mr S complains that Lendable Ltd was irresponsible to lend to him on two occasions, and made an error by not collecting a payment. What happened Lendable agreed two loans for Mr S in 2024. The first was for £8,000 agreed in January 2024. The total amount owed ... (5 pages)View decision -
Decision Reference DRN-5659475
4 Sep 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5659475 The complaint Mrs O complains that HSBC UK Bank Plc (“HSBC”) irresponsibly provided her with a loan whilst she was struggling financially and didn’t conduct sufficient affordability checks. What happened HSBC provided Mrs O with a loan for £1,000 on 6 February 2020. The ter... (4 pages)View decision -
Decision Reference DRN-2778691
23 Nov 2021 Temple Finance Limited UpheldConsumer CreditDRN-2778691 The complaint Mr H complains Temple Finance Limited (trading as PerfectHome) lent to him irresponsibly. What happened Mr H entered into four finance agreements with PerfectHome to acquire electronic goods. In February 2017, Mr H entered into an agreement to acquire a smart pho... (4 pages)View decision -
Decision Reference DRN-4088701
26 Apr 2023 TM Advances Limited Not upheldConsumer CreditDRN-4088701 Complaint Mr K has complained about a loan TM Advances Limited (“TM Advances”) provided to him. He says TM Advances irresponsibly lent him this loan. Background One of our adjudicators reviewed what Mr K and TM Advances had told us. And he thought that TM Advances hadn’t lent i... (2 pages)View decision -
Decision Reference DRN-2519881
18 Jan 2021 MBNA Limited Not upheldBanking and PaymentsDRN-2519881 The complaint Mrs G complains that lending MBNA Limited made to her in 2016 was irresponsible. Mrs G’s complaint has been brought to us on her behalf by professional representatives. What happened Mrs G took out a credit card with MBNA on 8 September 2016. She told MBNA that sh... (4 pages)View decision
