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 21091 results
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Decision Reference DRN-4118949
25 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4118949 The complaint Ms E complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Ms E applied for an Aqua credit card with NewDay in May 2020. In the application, Ms E said she was e... (2 pages)View decision -
Decision Reference DRN-4588170
27 Mar 2024 Lantern Debt Recovery Services Ltd Not upheldConsumer CreditDRN-4588170 The complaint Mr T complains that Lantern Debt Recovery Services Ltd (Lantern) haven’t investigated his complaint about irresponsible lending of a loan and harassment to repay it, from the original lender. What happened Mr T held a loan with a lender, which I’ll refer to as Com... (3 pages)View decision -
Decision Reference DRN-3933618
7 Feb 2023 FUND OURSELVES LIMITED Not upheldConsumer CreditDRN-3933618 The complaint Mr L complains that FUND OURSELVES LIMITED (FOL) lent to him when he was not ‘in the right frame of mind’ and that his illness means that it should not have been lent to him. What happened Mr L has explained that he applied for a loan on-line on 31 December 2021. ... (5 pages)View decision -
Decision Reference DRN-6013971
20 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6013971 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money failed to monitor his account and didn’t intervene when his account behaviour showed signs of financial distress. He wants Virgin Money’s actions to be investigated to see if it breached the rules ... (4 pages)View decision -
Decision Reference DRN-1557450
9 Jun 2020 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-1557450 The complaintMiss T complains that Marks and Spencer Financial Services Plc (M&S) unfairly increased the interest rate of her credit card account. What happenedMiss T says M&S told her in May 2019 the interest rate on her credit card account was increasing. She says she... (2 pages)View decision -
Decision Reference DRN-3934051
14 Apr 2023 Novaloans Ltd Not upheldConsumer CreditDRN-3934051 The complaint Mrs B complains that Novaloans Ltd, trading as cash4unow, lent to her when she could not afford it. And afterwards the Novaloans representatives were harassing her with a lot of telephone calls about the debt. What happened Mrs B was approved for two loans with No... (10 pages)View decision -
Decision Reference DRN-5496986
28 Apr 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5496986 Complaint Mr M has complained about credit cards Capital One (Europe) plc (“Capital One”) provided to him. He says that the credit cards and the subsequent limit increases shouldn’t have been provided as they were unaffordable for him and this caused the lending relationship... (7 pages)View decision -
Decision Reference DRN-4615912
30 Oct 2024 FirstRand Bank Limited Not upheldConsumer CreditDRN-4615912 The complaint Mrs A complains that FirstRand Bank Limited trading as MotoNovo Finance was irresponsible to have agreed car finance for her in 2014. What happened MotoNovo entered into a hire purchase agreement for a car with Mrs A in March 2014. The price of the car was £16... (3 pages)View decision -
Decision Reference DRN4079431
16 Dec 2014 Hanif Automotive Limited Not upheldBanking and creditMiss T has complained that Hanif Automotive Limited, trading as WLMG Nissan, misled her about the finance agreement she took out to enable her partner to purchase a car.backgroundMiss T, with her partner, were viewing cars. As her partner was unable to get any credit, she took out a cond... (2 pages)View decision -
Decision Reference DRN-3084855
9 Nov 2021 247 Money Group Limited Not upheldConsumer CreditDRN-3084855 The complaint Mr C complains that 247 Money Group Limited trading as 247Money irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In October 2019 Mr C acquired a used car financed by a hire purchase agreement from 247Money. Mr C was re... (2 pages)View decision