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-3641564
18 Aug 2022 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3641564 The complaint Mr W complains that Moneybarn No. 1 Limited irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In May 2018, Mr W acquired a used car financed by a conditional sale from Moneybarn. Mr W made an advance payment of £4,90... (2 pages)View decision -
Decision Reference DRN-5543050
25 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5543050 The complaint Mr O says Lendable Ltd irresponsibly lent to him. What happened Mr O took out an instalment loan from Lendable in November 2020 for £1,700 over 24 months. The monthly repayments were £104.44 and there was an £82 loan fee that was paid at the start of the agreem... (4 pages)View decision -
Decision Reference DRN-4257416
17 Nov 2023 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4257416 The complaint Mr J complains that Shop Direct Finance Company (‘Shop Direct’) irresponsibly gave him two revolving credit accounts that he couldn’t afford. What happened In January 2019, Mr J applied for a revolving credit account with Shop Direct. He was given an initial credi... (2 pages)View decision -
Decision Reference DRN-3109804
25 Jan 2022 Oplo PL Ltd Not upheldConsumer CreditDRN-3109804 The complaint Ms D has complained that 1st Stop Personal Loans Limited (This was a trading name used at the time by a business called Oplo PL Ltd) provided her with an unaffordable loan. What happened 1st Stop provided Ms D with a personal loan of £10,000.00 in July 2019. This ... (3 pages)View decision -
Decision Reference DRN-3841364
7 Dec 2022 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-3841364 The complaint Mrs K complains that The Royal Bank of Scotland Plc irresponsibly gave her a loan that she couldn’t afford. For simplicity, I will refer to the business throughout as ‘RBS’. What happened In January 2020, Mrs K applied for a loan with RBS. She was given a loan of ... (2 pages)View decision -
Decision Reference DRN3120378
9 Dec 2014 Lloyds Bank PLC Not upheldBanking and creditMiss T complains that Lloyds Bank PLC acted irresponsibly when it agreed a loan she could not afford and told her she could make her repayments out of her state retirement pension.backgroundIn September 2010, Miss T took out a loan for just over £10,000. This was to repay an existin... (2 pages)View decision -
Decision Reference DRN-4521104
16 Jan 2024 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-4521104 The complaint Mr T says The Royal Bank of Scotland Plc (RBS) irresponsibly lent to him. What happened Mr T took out a loan online from RBS on 5 October 2022. The loan was for £15,000 over 78 months. The monthly repayments were £286 and the total repayable was £22,352.46. Mr T a... (3 pages)View decision -
Decision Reference DRN5680662
4 Sep 2020 Oakam Ltd UpheldBanking and creditComplaintMiss J complained to Oakam Ltd that it shouldn’t have provided her with loans as she believed they were unaffordable for her.BackgroundThe background to this complaint was set out in my provisional decision dated 20 July 2020. An extract from this is attached (including the regula... (16 pages)View decision -
Decision Reference DRN7188246
14 Aug 2018 WDFC UK Limited UpheldBanking and creditMiss H has complained about a series of payday loans she took out with WDFC UK Limited (trading as Wonga.com) (“Wonga”). She says she was in financial difficulties at the time and that Wonga should’ve done more checks before lending. Miss H says “a proper credit ch... (30 pages)View decision -
Decision Reference DRN-3561431
24 Jun 2022 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3561431 The complaint Ms M says Vanquis Bank Limited (“Vanquis”) irresponsibly lent to her. What happened This complaint is about a credit card Vanquis provided. Our adjudicator upheld Ms M’s complaint, as it believed the lending was unaffordable. Vanquis asked for some evidence from u... (2 pages)View decision
