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.
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Decision Reference DRN-4946827
14 Aug 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4946827 The complaint Miss B, through her representative, complains that Capital One (Europe) plc, a credit card company, lent to her by approving the credit card and then increasing the credit limit when she could not afford it. What happened Miss B applied for the credit card with... (3 pages)View decision -
Decision Reference DRN-3893493
11 Jan 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3893493 The complaint Mr H says Vanquis Bank Limited (‘Vanquis’) irresponsibly lent to him. What happened This complaint is about a credit card account Vanquis provided. The account was opened in April 2014. Mr H was given an initial credit limit of £500. This limit was increased on 11... (3 pages)View decision -
Decision Reference DRN9699459
27 Apr 2018 Marsh Finance & Commercial Limited Not upheldBanking and creditMr S complains about irresponsible lending. He says Marsh Finance & Commercial Ltd lent him money through a hire purchase agreement. Due to the large amount of other loans he had at the time he says he couldn’t afford to repay it. He wants the interest to be ... (2 pages)View decision -
Decision Reference DRN-4348873
17 Oct 2023 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4348873 The complaint Mrs W complains that Vanquis Bank Limited irresponsibly lent to her. What happened Mrs W applied for a credit card from Vanquis in September 2014. It gave her a £250 credit limit and increased this to £500 in March 2015 and to £1,500 in March 2017. Vanquis upheld ... (2 pages)View decision -
Decision Reference DRN-3051844
7 Oct 2021 Madison CF UK Limited UpheldConsumer CreditDRN-3051844 The complaint Mr G says Madison CF UK Limited (trading as 118 118 Money) lent to him irresponsibly. What happened Mr G took out a 12-month instalment loan for £1,500 on 8 March 2014 from 118 118 Money. The monthly repayment was £176.53 and the total repayable was £2,118.36. He ... (3 pages)View decision -
Decision Reference DRN-4405343
17 Oct 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4405343 The complaint Mr E, represented by a third party, complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. What happened Mr E applied for an Aqua credit card in April 2013, and this was provided with an initial credit limit of £250. The credit limit wa... (3 pages)View decision -
Decision Reference DRN-5718687
21 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5718687 The complaint Mr M complains that it was irresponsible for Bank of Scotland plc, trading as Halifax, to have opened a credit card account for him and to have increased his credit limit. What happened Mr M applied to Halifax for a credit card account in June 2016. His applica... (3 pages)View decision -
Decision Reference DRN-2968331
11 Aug 2021 Carcashpoint Limited UpheldConsumer CreditDRN-2968331 The complaint Mr W says CarCashPoint Limited lent to him irresponsibly. What happened Mr W borrowed £850 from CarCashPoint on 23 December 2014. The loan had a 156-week term, the weekly repayments were £25.07 and the total repayable was £3910.93. As Mr W was unable to make his r... (3 pages)View decision -
Decision Reference DRN-4943271
8 Aug 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4943271 The complaint Ms W complains that NewDay Ltd trading as Marbles have irresponsibly lent to her. What happened Ms W was approved for a Marbles credit card in February 2022 with a £450 credit limit. Ms W says Marbles shouldn’t have accepted her application due to the defaults ... (2 pages)View decision -
Decision Reference DRN-2911006
8 Jul 2021 Gain Credit LLC Not upheldConsumer CreditDRN-2911006 The complaint Mr D says Gain Credit LLC (trading as Lending Stream) lent to him irresponsibly. What happened Our adjudicator dismissed Mr D’s complaint. Mr D did not agree with the adjudicator’s view that this service couldn’t consider the complaint. The complaint was then pass... (4 pages)View decision
