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 21242 results
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Decision Reference DRN-3344134
31 Mar 2022 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3344134 The complaint Miss S says Shop Direct Finance Company Limited (“Shop Direct”) irresponsibly lent to her. What happened Miss S opened a shopping account with Shop Direct in March 2019. Her account limit was initially £250. It was then increased on three occasions between Septemb... (4 pages)View decision -
Decision Reference DRN-3092114
21 Dec 2021 TFS Loans Limited UpheldConsumer CreditDRN-3092114 The complaint Mrs C has complained that TFS Loans Limited (“TFS Loans”) provided her with an unaffordable loan. What happened TFS Loans provided Mrs C with a loan of £5,000 in August 2010. This loan had a 30-month term with a monthly repayment amount of £299.94. This all meant ... (4 pages)View decision -
Decision Reference DRN-5224278
27 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5224278 Complaint Mr O has complained that Vanquis Bank Limited (“Vanquis”) irresponsibly provided him with a credit card. He’s said that that this impacted on his position going forward and caused him difficulty. Background This complaint is about a credit card Vanquis initially p... (4 pages)View decision -
Decision Reference DRN-4746284
3 Sep 2024 FUND OURSELVES LIMITED Not upheldConsumer CreditDRN-4746284 The complaint Miss S complains that FUND OURSELVES LIMITED (“FOL”) treated her poorly when she got into arrears, it offered no support and she feels she has been ignored. Miss S is not content that FOL has applied a default to the account, and the way that it corresponded wi... (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-4329445
21 Nov 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4329445 The complaint Miss M has complained that Bank of Scotland plc, trading as Halifax, irresponsibly lent to her. What happened Miss M opened a credit card account with Halifax on 22 July 2019. The credit limit was £4,000 and was never increased. Miss M says that Halifax shouldn’t... (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 -
Decision Reference DRN-3927509
2 Feb 2023 Stagemount Limited Not upheldConsumer CreditDRN-3927509 The complaint Miss R complains Stagemount Limited trading as Quid Market (Quid Market) gave her a loan which she couldn’t afford to repay. What happened Miss R was advanced one loan on 18 July 2018 for £400 and she was due to make six monthly repayments of £125.38. The loan was... (3 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 DRN9311576
29 Jan 2020 Elevate Credit International Limited Not upheldBanking and creditMiss P says Elevate Credit International Limited (‘ECI’) irresponsibly lent to her.backgroundThis complaint is about 16 instalment loans which ECI provided to Miss P between July 2016 and February 2017. Miss P complained the loans were not affordable or sustainable, so she concluded ECI ha... (2 pages)View decision