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 392389 results
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Decision Reference DRN-5751535
19 Jan 2026 PDL Finance Limited Not upheldConsumer CreditDRN-5751535 The complaint Miss J complains PDL Finance Limited trading as Mr Lender (“Mr Lender”) gave her a loan without carrying out sufficient affordability checks. What happened Miss J was granted an instalment loan of £300 in November 2024. She was due to make six variable decreas... (3 pages)View decision -
Decision Reference DRN-5777333
19 Jan 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5777333 The complaint Mr B complains that PROPEL HOLDINGS (UK) LIMITED trading as Quid Market (Quid Market) gave him a loan at a time when he was financially vulnerable and Quid Market would’ve known this had it conducted sufficient affordability checks. What happened Mr B was adva... (4 pages)View decision -
Decision Reference DRN-5853866
19 Jan 2026 Gain Credit LLC Not upheldConsumer CreditDRN-5853866 The complaint Miss T complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave her a loan without carrying out sufficient affordability checks. What happened In December 2023, Miss T was granted one instalment loan of £600. She was due to make five mo... (3 pages)View decision -
Decision Reference DRN-5763211
19 Jan 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5763211 The complaint Miss M complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket (Quidmarket) gave her a loan without carrying out sufficient affordability checks. Had better checks been made Quidmarket would’ve seen she was already over indebted and she was gambling. ... (3 pages)View decision -
Decision Reference DRN-5841293
19 Jan 2026 Gain Credit LLC Not upheldConsumer CreditDRN-5841293 The complaint Mr N complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him a loan without carrying out sufficient affordability checks. Mr N also says Lending Stream doesn’t want to accept his offer of a repayment plan. What happened In April 2... (5 pages)View decision -
Decision Reference DRN-6048800
19 Jan 2026 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-6048800 The complaint Mr M complains about charges he was asked to pay by Stellantis Financial Services UK Limited (Stellantis) and about their management of his agreement. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a... (3 pages)View decision -
Decision Reference DRN-6046402
19 Jan 2026 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-6046402 The complaint Miss T complains about her accounts with Home Retail Group Card Services Limited trading as Argos. What happened Miss T has two accounts with Argos – a credit card and a Fixed Sum Loan Agreement (loan). On 11 February 2025, she complained that the credit card w... (4 pages)View decision -
Decision Reference DRN-6045737
19 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6045737 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (13 pages)View decision -
Decision Reference DRN-5993443
19 Jan 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5993443 The complaint Mr H and Ms P complain about the amount Admiral Insurance (Gibraltar) Limited has paid to settle a claim they made under their travel insurance policy. What happened Mr H and Ms P held an annual multi-trip travel insurance policy provided by Admiral. The polic... (3 pages)View decision -
Decision Reference DRN-6016301
19 Jan 2026 Black Horse Limited Not upheldConsumer CreditDRN-6016301 Complaint Miss S complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire- purchase agreement with her. She’s said that the finance that was unaffordable and this caused ongoing difficulty going forward particularly as she had to borrow to make the fin... (5 pages)View decision