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 114 results
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Decision Reference DRN1511050
26 Jan 2018 My Finance Club Limited UpheldBanking and creditMiss D has complained about two loans she took out with My Finance Club Limited trading as Monkeydosh Ltd (“MFC”). She says the loans were lent irresponsibly. background Miss D took four loans from MFC between May 2014 and May 2015. Loan 4 was rolled over and there i... (4 pages)View decision -
Decision Reference DRN-5274855
19 Mar 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5274855 The complaint Mr L complains that N.I.I.B Group Limited trading as Northridge Finance (‘Northridge’) irresponsibly entered into a hire purchase agreement with him. He says Northridge failed to take reasonable steps to ensure he could make repayments under the agreement susta... (5 pages)View decision -
Decision Reference DRN-4372493
29 Jan 2024 Everyday Lending Limited UpheldConsumer CreditDRN-4372493 The complaint Mr S complains that Everyday Lending Limited trading as Everyday Loans (“EDL”) irresponsibly agreed a loan for him. Mr S has brought his complaint to us via a representative but I will refer to him throughout for simplicity. What happened EDL agreed a loan of £10,... (4 pages)View decision -
Decision Reference DRN7185377
30 Jan 2018 Yorkshire Building Society Not upheldBanking and creditThis complaint is about a mortgage Mr and Mrs F took out with Yorkshire Building Society (YBS) in 2008, and repaid in 2012 by selling the mortgaged property. They think it was: mis-sold at the outset; mis-handled whilst they held it; and the subject of a... (12 pages)View decision -
Decision Reference DRN5720773
4 Dec 2013 HFC Bank Limited UpheldBanking and creditMiss Y complains about a personal loan she took out with Beneficial Finance (part of HFC Bank Limited and referred to here as “HFC Bank”). She says the loan was unaffordable when given to her and that she was unaware a County Court Judgement (CCJ) was later obtained against her. She u... (7 pages)View decision -
Decision Reference DRN-5232953
5 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5232953 The complaint Mr H complains that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against paying a ... (25 pages)View decision -
Decision Reference DRN-2802289
16 Jul 2021 Black Horse Limited UpheldConsumer CreditDRN-2802289 The complaint Mr B complains that Black Horse Limited irresponsibly approved a hire purchase agreement for a car that he couldn’t afford. What happened In February 2019 Mr B acquired a new car from a dealership via a hire purchase agreement with Black Horse. The agreement was f... (5 pages)View decision -
Decision Reference DRN-5401056
17 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5401056 The complaint Mrs and Mr R complain that Santander UK Plc irresponsibly gave them an overdraft facility and it continued to unfairly apply overdraft charges when they were struggling financially. What happened In May 2018, Mrs and Mr R applied for a £200 overdraft facility f... (6 pages)View decision -
Decision Reference DRN6266598
21 Sep 2020 BMW Financial Services (GB) Limited UpheldBanking and creditMiss H complains that BMW Financial Services(GB) Limited (“BMWFS”) gave her an unaffordable hire purchase agreement. Miss H is represented by her solicitor, but for ease I’ll refer to Miss H throughout. backgroundIn August 2017, Miss H visited a car dealership with her ex-partner. She says... (13 pages)View decision -
Decision Reference DRN-2886526
28 Jun 2021 Lloyds Bank PLC UpheldConsumer CreditDRN-2886526 The complaint Miss R complains about six loans that she took out with Lloyds Bank PLC. She says that the loans were unaffordable and that she didn’t understand what she was taking out. What happened I issued my provisional decision on this case on 2 June 2021. I wanted to give ... (7 pages)View decision
