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 21385 results
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Decision Reference DRN-3760594
9 Nov 2022 Loans 2 Go Limited Not upheldConsumer CreditDRN-3760594 Complaint Miss T has complained that Loans 2 Go Limited (“L2G”) irresponsibly lent to her. Background Miss T applied for a loan of £500 with L2G in June 2022. One of our adjudicators reviewed what Miss T and L2G had told us. And he thought that L2G hadn’t lent irresponsibly. So... (2 pages)View decision -
Decision Reference DRN-3770418
14 Nov 2022 Loans 2 Go Limited Not upheldConsumer CreditDRN-3770418 Complaint Mrs O has complained that Loans 2 Go Limited (“L2G”) irresponsibly lent to her. Background Mrs O applied for a loan of £400 with L2G in September 2021. One of our adjudicators reviewed what Mrs O and L2G had told us. And he thought that L2G hadn’t lent irresponsibly. ... (2 pages)View decision -
Decision Reference DRN-4247386
21 Jul 2023 Loans 2 Go Limited Not upheldConsumer CreditDRN-4247386 Complaint Mr B has complained about a loan Loans 2 Go Limited (“L2G”) provided to him. He says L2G irresponsibly lent him this loan. Background One of our adjudicators reviewed what Mr B and L2G had told us. And he thought that L2G hadn’t lent irresponsibly. So he didn’t uphold... (2 pages)View decision -
Decision Reference DRN9285195
7 Nov 2019 Gain Credit LLC Not upheldBanking and creditMr W says Gain Credit LLC (trading as Drafty) lent to him irresponsibly.backgroundDrafty approved a line of credit for Mr W in July 2016, with a credit limit of £500. The minimum monthly repayment was variable, but if Mr W drew down up to his credit limit his monthly repayment would’ve bee... (2 pages)View decision -
Decision Reference DRN-5594920
3 Jul 2025 Santander UK Plc Not upheldConsumer CreditDRN-5594920 Complaint Mrs C has complained about a loan Santander UK Plc (“Santander”) provided to her. She says the loan was unaffordable and so shouldn’t have been provided. Background Santander provided Mrs C with a loan for £7,000.00 in January 2020. This loan was due to be repaid ... (2 pages)View decision -
Decision Reference DRN-6086844
20 Jan 2026 Santander UK Plc Not upheldConsumer CreditDRN-6086844 The complaint Santander UK Plc (‘Santander’) was for £19,000 and was to be repaid by way of 60 monthly repayments of £407.70. Mr M says the loan was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them ag... (2 pages)View decision -
Decision Reference DRN-5842832
30 Sep 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5842832 The complaint Mr S complains Moneybarn No.1 Limited (Moneybarn) irresponsibly lent because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable. What happened Mr S entered into a conditional sale agreement with Moneybarn in order to a... (4 pages)View decision -
Decision Reference DRN-3589070
5 Sep 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3589070 The complaint Mr B complains that National Westminster Bank Plc (“Nat West”) provided him with credit he couldn’t afford to repay. What happened Nat West approved two credit card applications for Mr T. The first in November 2019 with a limit of £2,750 and a further card in Marc... (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 -
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