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 112 results
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Decision Reference DRN-3039532
10 Sep 2021 Temple Finance Limited UpheldConsumer CreditDRN-3039532 Complaint Miss B says Temple Finance Limited (trading as “Perfecthome”) irresponsibly lent to her. Background This complaint is about five Rent-to-own agreements Perfecthome entered into with Miss B. The agreements were to purchase household goods. Agreement 1 started in Octob... (3 pages)View decision -
Decision Reference DRN0307166
13 Jan 2021 BMW Financial Services (GB) Limited UpheldBanking and creditComplaint Mr F has complained about a hire-purchase agreement which BMW Financial Services (GB) Limited (trading as “Alphera” Financial Services) entered into him with. He’s said the monthly payments for the agreement were unaffordable for him bearing in mind his financial circumstances. B... (16 pages)View decision -
Decision Reference DRN-5262447
23 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5262447 The complaint Miss M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY irresponsibly increased the credit limit on her credit card account. What happened In 2006 Miss M opened a credit card account with NatWest. The card credit limit was initially set at £1,10... (4 pages)View decision -
Decision Reference DRN-3493467
15 Jun 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3493467 The complaint Miss C and Mr P complain through their representative that Everyday Lending Limited trading as Everyday Loans (Everyday) lent them money on high cost loans that they were unable to afford to repay. What happened Everyday provided Miss C and Mr P with the following... (4 pages)View decision -
Decision Reference DRN-4375418
27 Feb 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4375418 The complaint Mr and Mrs R, who are represented by a professional representative (“PR”) complain that Vacation Finance Limited (“VFL”) rejected their claim under the Consumer Credit Act (“CCA”) 1974 in respect of a holiday product. What happened In May 2018 Mr and Mrs R purchas... (4 pages)View decision -
Decision Reference DRN-3504870
30 May 2022 One Call Insurance Services Limited Not upheldInsuranceDRN-3504870 The complaint Mr D complains that One Call Insurance Services Limited mishandled his motor insurance policy. Where I refer to One Call, I include employees and others insofar as I hold One Call responsible for their acts or omissions. What happened One Call acted as an intermed... (4 pages)View decision -
Decision Reference DRN-4602152
19 Feb 2024 Madison CF UK Limited UpheldBanking and PaymentsDRN-4602152 The complaint Mrs M complains that Madison CF UK Limited trading as 118 118 Money (“118 118”) irresponsibly agreed a credit card facility for her. What happened 118 118 opened a credit card facility with a limit of £800 for Mrs M in April 2022. Mrs M went over her account limit... (4 pages)View decision -
Decision Reference DRN-4016189
14 Apr 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4016189 The complaint Mr L, through his representative, complains that Everyday Lending Limited, trading as Everyday Loans, lent to him irresponsibly. What happened Mr L was approved for two loans and there was a gap in the lending relationship between the two. And so, I have considere... (7 pages)View decision -
Decision Reference DRN-5058414
5 Oct 2024 Madison CF UK Limited UpheldBanking and PaymentsDRN-5058414 The complaint Mr E complains that Madison CF UK Limited trading as 118 118 was irresponsible when it offered him a credit card account and later increased his credit limit. Mr E brought his complaint via a representative but I will refer to him throughout for simplicity. W... (4 pages)View decision -
Decision Reference DRN-4786114
13 May 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4786114 The complaint Miss T complains that Zopa Bank Limited irresponsibly agreed a loan for her. What happened Zopa agreed a loan of £7,000 for Miss T in November 2019. The total amount owed was £10,744.92 to be repaid in 36 instalments of £298.47. Miss T complained to Zopa that it w... (3 pages)View decision
