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-3932851
3 Mar 2023 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3932851 The complaint Mr L, who is represented by a third party, complains that Moneybarn No. 1 Limited (“Moneybarn) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In July 2020, Mr L acquired a used car financed by a condit... (2 pages)View decision -
Decision Reference DRN-4603898
26 Mar 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4603898 The complaint Miss B complains that Vanquis Bank Limited irresponsibly lent to her. What happened Miss B applied for a credit card from Vanquis in February 2019. It gave her a £1,000 credit limit and increased this to £1,750 in June 2021, to £2,500 in July 2022, to £3,500 in No... (3 pages)View decision -
Decision Reference DRN-4310593
29 Aug 2023 Madison CF UK Limited Not upheldConsumer CreditDRN-4310593 Complaint Mr M has complained about a loan Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says he was lent to irresponsibly and this placed him in a worse financial position. Background 118 118 Money provided Mr M with a loan for £1,000.00 in November 20... (2 pages)View decision -
Decision Reference DRN-2944391
17 Aug 2021 Stagemount Limited Not upheldConsumer CreditDRN-2944391 The complaint Miss M says Stagemount Limited trading as Quid Market lent to her irresponsibly. She says that she had a significant amount of other debt when Quid Market approved these loans. This was caused, in part, by a medical condition that could lead to compulsive spending... (3 pages)View decision -
Decision Reference DRN-5540491
3 Jul 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5540491 The complaint Mrs H, through a representative, says Barclays Bank UK PLC trading as Tesco Bank, irresponsibly lent to her. What happened Mrs H took out a loan for £7,500 over 48 months from Tesco Bank on 4 February 2019. The monthly repayments were £165.87. Mrs H says Tesco... (2 pages)View decision -
Decision Reference DRN-3492393
23 May 2022 Studio Retail Limited Not upheldConsumer CreditDRN-3492393 The complaint Ms C complains that Studio Retail Limited (‘Studio Retail’) irresponsibly gave her a running account credit facility that she couldn’t afford. What happened On 22 September 2016, Ms C applied for a credit account with Studio Retail. She was given an initial credit... (2 pages)View decision -
Decision Reference DRN-3638500
15 Jun 2023 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3638500 The complaint Mr and Mrs P complain that Shawbrook Bank Limited (Shawbrook) didn’t fairly or reasonably deal with their claims under Section 75 and 140A of the Consumer Credit Act 1974 (CCA) in relation to a holiday product they purchased. What happened Mr and Mrs P purchased m... (4 pages)View decision -
Decision Reference DRN-2507114
15 Feb 2021 Provident Personal Credit Limited Not upheldConsumer CreditDRN-2507114 The complaint Mr M says that he repaid in full a loan from Provident Personal Credit Limited trading as Satsuma Loans. But he says Satsuma didn’t mark it as paid on its system. Because of this, it was also reported to the credit reference agencies as still being open. Mr M says... (2 pages)View decision -
Decision Reference DRN4030568
11 Mar 2019 The Royal Bank of Scotland Plc Not upheldBanking and creditMr B took out a mortgage with The Royal Bank of Scotland Plc in 2008 through a government help-to-buy (HTB) scheme which assisted with the deposit. In 2009 he had a meeting with RBS to discuss consolidating his debts and to obtain help with home improvements.He says R... (2 pages)View decision -
Decision Reference DRN8046492
26 Sep 2019 Casheuronet UK LLC UpheldBanking and creditMrs M says CashEuroNet UK LLC, trading as QuickQuid, (“QQ”), irresponsibly lent to her. The complaint was brought to this service on Mrs M’s behalf by a claims management company. But for ease, I shall refer below to all actions being taken by Mrs M.background This complaint is about two p... (4 pages)View decision