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 19738 results
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Decision Reference DRN-3465759
7 Sep 2022 Morses Club PLC Not upheldConsumer CreditPage 1 of 5The complaint Mr M has two complaints about Morses Club PLC. The first is that Morses lent to him irresponsibly in September 2021. The second is that when he wanted to reborrow 10 weeks later the policy had been changed (in August 2021) to mean he was not able to ask for more cr... (5 pages)View decision -
Decision Reference DRN-4640881
7 Mar 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-4640881 The complaint Mr O complains that Capquest Debt Recovery Limited (Capquest) are chasing him for a debt he believes was lent to him irresponsibly and sold without warning. He also complains that he hasn’t been provided with evidence the debt was legally purchased. What happe... (3 pages)View decision -
Decision Reference DRN-4118949
25 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4118949 The complaint Ms E complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Ms E applied for an Aqua credit card with NewDay in May 2020. In the application, Ms E said she was e... (2 pages)View decision -
Decision Reference DRN-2821328
12 Aug 2021 Quidie Limited Not upheldConsumer CreditDRN-2821328 The complaint Mr J complains that Quidie Limited, trading as Fernovo, lent to him irresponsibly in 2018. Mr J also complains that he wrote to Quidie in February 2019 asking for help with repaying the loan and he says he received no help. He also complains that he has been subje... (4 pages)View decision -
Decision Reference DRN-3933618
7 Feb 2023 FUND OURSELVES LIMITED Not upheldConsumer CreditDRN-3933618 The complaint Mr L complains that FUND OURSELVES LIMITED (FOL) lent to him when he was not ‘in the right frame of mind’ and that his illness means that it should not have been lent to him. What happened Mr L has explained that he applied for a loan on-line on 31 December 2021. ... (5 pages)View decision -
Decision Reference DRN-3380974
10 Jun 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3380974 The complaint Miss P complains Bank of Scotland plc trading as Halifax (Halifax) refunded some interest and charges having admitted it mis managed her credit card account, but this only covered a short period of time. What happened Miss P says she received a letter from Halifax... (3 pages)View decision -
Decision Reference DRN4104489
14 May 2018 WDFC UK Limited UpheldBanking and creditMr C complains WDFC UK Limited, trading as Wonga, lent to him irresponsibly.backgroundI issued a provisional decision on 14 June 2018, explaining why I thought this complaint should be upheld. A copy of the provisional is attached and forms part of this final decision... (4 pages)View decision -
Decision Reference DRN-1557450
9 Jun 2020 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-1557450 The complaintMiss T complains that Marks and Spencer Financial Services Plc (M&S) unfairly increased the interest rate of her credit card account. What happenedMiss T says M&S told her in May 2019 the interest rate on her credit card account was increasing. She says she... (2 pages)View decision -
Decision Reference DRN-5496986
28 Apr 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5496986 Complaint Mr M has complained about credit cards Capital One (Europe) plc (“Capital One”) provided to him. He says that the credit cards and the subsequent limit increases shouldn’t have been provided as they were unaffordable for him and this caused the lending relationship... (7 pages)View decision -
Decision Reference DRN-3934051
14 Apr 2023 Novaloans Ltd Not upheldConsumer CreditDRN-3934051 The complaint Mrs B complains that Novaloans Ltd, trading as cash4unow, lent to her when she could not afford it. And afterwards the Novaloans representatives were harassing her with a lot of telephone calls about the debt. What happened Mrs B was approved for two loans with No... (10 pages)View decision
