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-4071842
11 Apr 2023 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4071842 The complaint Mrs F complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) didn’t address her complaint about the authorisation of the credit intermediary used when her BPF credit card agreement was set up to finance the acquisition of a ... (5 pages)View decision -
Decision Reference DRN-3371761
23 May 2022 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-3371761 The complaint Miss P complains that Shop Direct Finance Company Limited (‘Shop Direct’) irresponsibly gave her a running account credit facility that she couldn’t afford. What happened On 2 October 2018, Miss P applied for a credit account with Shop Direct trading as very. She ... (2 pages)View decision -
Decision Reference DRN-5874458
18 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5874458 Complaint Mr S has complained about a credit card HSBC UK Bank Plc (“HSBC”) provided to him. He says that the credit card was unaffordable for him and caused him ongoing financial difficulty as he ended up having to enter into a debt management plan. Background In May 2017,... (4 pages)View decision -
Decision Reference DRN-3047136
11 Oct 2021 Logbook Money Limited UpheldConsumer CreditDRN-3047136 The complaint Mr B complains that Logbook Money Limited irresponsibly gave him a fixed sum loan agreement secured by a bill of sale on his car. Mr B says the agreement wasn’t affordable. What happened In October 2019, Mr B applied for a loan with Logbook Money for £1,500. He wa... (3 pages)View decision -
Decision Reference DRN-6050359
11 Feb 2026 PDL Finance Limited Not upheldConsumer CreditDRN-6050359 The complaint Mr T complains that PDL Finance Limited trading as Mr Lender lent to him irresponsibly four times between April 2022 and January 2025. What happened The loans ranged from £200 to £790. There were significant gaps between Loans 1 and 2 and Loans 3 and 4. The de... (2 pages)View decision -
Decision Reference DRN-4664228
6 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4664228 The complaint Ms H complains HSBC UK Bank Plc haven’t supported her in reducing the amount of interest paid on her credit card. She also had lots of difficulties trying to speak to HSBC about this. What happened I issued a provisional decision setting out what’d happened, and w... (3 pages)View decision -
Decision Reference DRN-5488707
14 Jul 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5488707 The complaint Mrs W is unhappy with how Madison CF UK Limited, trading as 118 118 Money, offered to settle her irresponsible lending complaint. She wants the balance writing off in full. What happened Mrs W took out a loan for £5,000 over 36 months on 23 July 2024. The month... (2 pages)View decision -
Decision Reference DRN-3165107
1 Feb 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3165107 The complaint Mr B is unhappy that National Westminster Bank Plc (“NatWest”) gave him an overdraft without checking his credit history. What happened One of our adjudicators looked into Mr B’s concerns and didn’t think NatWest had done anything wrong or treated Mr B unfairly. M... (2 pages)View decision -
Decision Reference DRN-4273655
8 Aug 2023 Madison CF UK Limited Not upheldConsumer CreditDRN-4273655 Complaint Miss G has complained about a loan Madison CF UK Limited (trading as “118 118 Money”) provided to her. She says that the loan was irresponsibly lent. Background 118 118 Money provided Miss G with a first loan for £1,000.00 in July 2021. This loan was due to be repaid ... (2 pages)View decision -
Decision Reference DRN-5699325
17 Oct 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5699325 The complaint Shop Direct Finance Company Limited trading as very provided Mr E with a catalogue account in 2022. It had a credit limit of £750. Mr E says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I... (2 pages)View decision