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-2533911
23 Feb 2021 Provident Personal Credit Limited Not upheldConsumer CreditDRN-2533911 The complaint Mr M says Provident Personal Credit Limited trading as Satsuma, irresponsibly lent to him. He says that he couldn’t afford the loan repayments. He thinks that Satsuma should’ve seen this and not lent to him. What happened This complaint is about three instalment l... (2 pages)View decision -
Decision Reference DRN-3426404
19 Apr 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3426404 Complaint Ms N has complained about a loan AvantCredit of UK, LLC (“Avant Credit”) provided to her. She says the loan was unaffordable. Background Avant Credit provided Ms N with a loan for £6,000.00 in August 2015. This loan was due to be repaid in 36 monthly instalments of £2... (2 pages)View decision -
Decision Reference DRN-3638886
6 Dec 2022 Madison CF UK Limited Not upheldConsumer CreditDRN-3638886 The complaint Miss J complains that Madison CF UK Limited, trading as 118 118 Money (“118 118”) approved loans for her that she couldn’t afford to repay. What happened Miss J was approved for two loans by 118 118, as follows: Loan Opened Amount Term Repayments Total 1 7/12/2019... (2 pages)View decision -
Decision Reference DRN-3842622
8 Dec 2022 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-3842622 The complaint Mrs O complains that Capital One (Europe) plc (‘Capital One’) irresponsibly gave her two credit card accounts that she couldn’t afford. What happened On 5 February 2019, the first credit card account that Mrs O is complaining about was opened by Capital One with a... (2 pages)View decision -
Decision Reference DRN-2725535
20 May 2021 Lowell Financial Ltd Not upheldConsumer CreditDRN-2725535 The complaint Miss T is unhappy that Lowell Financial Ltd won’t amend or remove entries from her credit file. What happened Lowell bought several debts in Miss T’s name from various businesses. This service is dealing with a complaint relating to two of the accounts. Miss T ask... (2 pages)View decision -
Decision Reference DRN-5453767
19 May 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5453767 The complaint Mr Q complains that Zopa Bank Limited, trading as Zopa, incorrectly recorded his name on a Hire Purchase Agreement. He would like the mistake acknowledged, his name amended on the agreement, a reassessment of the contract and compensation for the emotional dis... (2 pages)View decision -
Decision Reference DRN4821919
21 Jan 2014 CT Capital PLC Not upheldBanking and creditMr and Mrs M complain about charges applied to their secured loan accounts with CT Capital PLC (“CT”).our initial conclusionsOur adjudicator thought that most of the charges were fair and reasonable, as Mr and Mrs M were in substantial arrears. She noted that CT had offered to refun... (2 pages)View decision -
Decision Reference DRN-4687850
16 Apr 2024 Plata Finance Limited Not upheldConsumer CreditDRN-4687850 The complaint Mr R complains that Plata Finance Limited (who I’ll call Plata) provided him with credit he couldn’t afford to repay and that they didn’t make him aware of the interest on the loan. What happened Plata approved a loan of £3,000 for Mr R in December 2022. The loan ... (2 pages)View decision -
Decision Reference DRN0633294
19 Nov 2015 Barclays Bank Plc UpheldBanking and creditMr S complains that Barclays Bank PLC acted irresponsibly by allowing him to borrow on loans and credit cards over a number of years. His daughter brings the complaint on his behalf.background Mr S has banked with Barclays for many years. He borrowed on credit cards,... (2 pages)View decision -
Decision Reference DRN8077694
21 May 2014 Shop Direct Finance Company Limited Not upheldBanking and creditMr B complains that Shop Direct Finance Company Limited (“Shop Direct”) acted irresponsibly in giving him a credit account. Mr B is assisted in his complaint by his father. backgroundMr B made an online application for a credit account in January 2013. Shop Direct carried out a credit s... (2 pages)View decision