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-3046859
16 Sep 2021 Ferratum UK Ltd Not upheldConsumer CreditDRN-3046859 The complaint Mr J complains that Ferratum UK Ltd lent to him irresponsibly. Mr J also complains that Ferratum ought to have asked about his mental health when he applied for the loan in 2017. Mr J says that Ferratum has been uncooperative and threatening legal proceedings rath... (5 pages)View decision -
Decision Reference DRN-4211006
12 Jul 2023 Lowell Financial Ltd Not upheldBanking and PaymentsDRN-4211006 The complaint Mrs K complains about the way that Lowell Financial Ltd (Lowell) has managed the collection of a debt in her name. What happened Lowell Portfolio I Limited bought an outstanding debt in Mrs K’s name and appointed Lowell to manage collection on its behalf. The debt... (2 pages)View decision -
Decision Reference DRN-5921590
9 Dec 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5921590 The complaint Zopa Bank Limited provided Mr T with a loan for £15,000 in 2021 and a loan for £20,000 in 2022. Mr T says the loans were provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The ... (2 pages)View decision -
Decision Reference DRN-5799038
16 Dec 2025 Argos Limited Not upheldConsumer CreditDRN-5799038 The complaint Argos Limited trading as Argos Card (“Argos”) provided Miss Q with a store card in March 2019. It had a credit limit of £750 that wasn’t changed during the time Miss Q held the card. Miss Q says the credit was provided irresponsibly. What happened The details ... (2 pages)View decision -
Decision Reference DRN-2844445
3 Jun 2021 Morses Club PLC UpheldConsumer CreditDRN-2844445 The complaint Miss B complains that Morses Club PLC lent to her irresponsibly. Miss B is represented by a third party. What happened Using information from Morses, here is a brief loan table of the approved loans. loan date taken date repaid amount borrowed term 1 11/08/2016 06... (4 pages)View decision -
Decision Reference DRN-5992995
27 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5992995 The complaint Mr O complains that Capital One (Europe) plc irresponsibly lent to him. What happened Mr O was approved for a Capital One credit card in January 2020, (which I will refer to as A in this decision). The initial credit limit on A was £200, and the credit limit on... (4 pages)View decision -
Decision Reference DRN3419145
6 Aug 2019 Mobile Money Limited UpheldBanking and creditMr M has complained about a logbook loan which was provided to him by Mobile Money Limited (“Mobile Money”). He says Mobile Money shouldn’t have lent to him as it wasn’t responsible to do so because of the amount of debt he already had.backgroundMr M was provided with a logbook loan of £3,... (12 pages)View decision -
Decision Reference DRN9061701
20 Feb 2014 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs J complain that they were wrongly sold a loan and overdraft by National Westminster Bank Plc.backgroundMr and Mrs J wanted to remortgage with National Westminster. During the application process, they arranged a short term loan and overdraft so that their planned building w... (2 pages)View decision -
Decision Reference DRN-4110456
26 May 2023 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-4110456 The complaint Mr D complains that Specialist Motor Finance Limited trading as Specialist Motor Finance irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In May 2021, Mr D acquired a used car financed by a hire purchase agreement from... (2 pages)View decision -
Decision Reference DRN0509010
8 Jul 2016 Casheuronet UK LLC Not upheldBanking and creditMiss H’s complaint is that Casheuronet UK LLC (“Casheuronet”) loaned to her irresponsibly, when it should have known the borrowing was unaffordable for her. backgroundMiss H took out loans with two of Casheuronet’s subsidiary businesses, Quickquid and Poundstopocket, ... (2 pages)View decision