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-2031334
24 Jul 2020 Gain Credit LLC UpheldConsumer CreditDRN-2031334 The complaintMr M complains that he was frustrated at the technical issues surrounding his on-line account with Gain Credit LLC, trading as Lending Stream. What has happenedThe history and facts of this complaint are in my provisional decision which I issued on 18 June 2020, a... (4 pages)View decision -
Decision Reference DRN-3826415
25 Nov 2022 Nationwide Building Society Not upheldConsumer CreditDRN-3826415 The complaint Ms B complains that Nationwide Building Society (‘Nationwide’) irresponsibly gave her two loans that she couldn’t afford. What happened On 26 March 2009, Ms B applied for a loan with Nationwide. The loan amount was £15,000, the term was 60 months and the monthly r... (2 pages)View decision -
Decision Reference DRN-3427111
31 May 2022 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-3427111 The complaint Miss P complains that Capital One (Europe) plc (‘Capital One’) irresponsibly gave her a credit card account that she couldn’t afford. What happened On 30 January 2018, Miss P applied for a credit card account with Capital One. She was given an initial credit limit... (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 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 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 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 -
Decision Reference DRN-3843676
10 Jan 2023 Town & Country Legal Services LLP Not upheldConsumer CreditDRN-3843676 The complaint Mr P complains about the contact received from Town & Country Legal Services LLP (T&C) in relation to a debt it was seeking to collect. What happened Mr P had an account with another business (E) that instructed T&C to contact him to discuss repayment ... (3 pages)View decision -
Decision Reference DRN1424133
14 Jun 2019 Vanquis Bank Limited Not upheldBanking and creditMr A complains that Vanquis Bank Limited kept increasing the credit limit on his account when he couldn’t afford it. He says that this was irresponsible lending. backgroundMr A had a credit card with Vanquis over a number of years. Over time, Vanquis increased his c... (2 pages)View decision -
Decision Reference DRN8558929
21 Jul 2016 Adlington House Limited UpheldBanking and creditMr B complains Adlington House Limited (trading as Loan Extra) was irresponsible to lend him money he couldn’t afford to pay back. backgroundMr B got three loans from Loan Extra between July and September 2012. He says these loans contributed to an unsustainable cycle... (3 pages)View decision