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 157006 results
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Decision Reference DRN-5348698
24 Feb 2025 TSB Bank plc UpheldConsumer CreditDRN-5348698 The complaint Mr S complains that TSB Bank plc was irresponsible in its lending to him. What happened Mr S was provided with a £8,000 fixed sum loan agreement by TSB in September 2023. The loan term was 60 months and Mr S was required to make monthly repayments of £215.53. H... (4 pages)View decision -
Decision Reference DRN-4888258
24 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4888258 The complaint Mr H complains about the overdraft charges applied to his bank account when he went into an unarranged overdraft with Santander UK Plc. He considers Santander has failed to treat him fairly by not taking into account his vulnerabilities when dealing with the is... (1 page)View decision -
Decision Reference DRN-5200477
24 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5200477 The complaint Mr H complains that HSBC UK Bank Plc has not refunded the money he says he lost in two investment scams. Mr H is represented in this matter by a claims management company (CMC), but for ease of reading I will refer to Mr H throughout this decision. What happene... (4 pages)View decision -
Decision Reference DRN-5330061
24 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5330061 The complaint Mr L complains that Santander UK Plc (“Santander”) failed to refund transactions he didn’t recognise. What happened What Mr L says Mr L said that his phone was stolen whilst on an evening out with friends on 11 September 2023. He said he reported the theft to t... (5 pages)View decision -
Decision Reference DRN-5290030
24 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5290030 The complaint Mr M complains Vanquis Bank Limited (Vanquis) acted irresponsibly when it provided a credit card facility to him. What happened Mr M says he applied for a credit card with Vanquis in March 2021 and was already under financial pressure at that time and a credit ... (3 pages)View decision -
Decision Reference DRN-5322510
24 Feb 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5322510 Complaint Mr W has complained about a credit card Jaja Finance Ltd (“Jaja”) provided to him. He says that the credit card was irresponsibly provided to him given the existing debts that he had. Background In November 2023, Jaja provided Mr W with a credit card which had a l... (3 pages)View decision -
Decision Reference DRN-5106509
24 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5106509 Complaint Mr W has complained about the overdraft charges National Westminster Bank Plc (“NatWest”) applied to his account. Mr W is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr W’s account were unfair... (5 pages)View decision -
Decision Reference DRN-5090667
24 Feb 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5090667 Complaint Mr C complains that Moneybarn No.1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the agreement was unaffordable and he ended up having to prioritise the repayments to this agreement which required him to borrow el... (5 pages)View decision -
Decision Reference DRN-5344670
24 Feb 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5344670 Complaint Ms F says Frasers Group Financial Services Limited (trading as “Ace”) irresponsibly increased the credit limit on her catalogue shopping account. Background This complaint is about a catalogue shopping account Ace initially provided to Ms F in January 2012. Due to... (4 pages)View decision -
Decision Reference DRN-5296222
24 Feb 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5296222 Complaint Mr H has complained that The Royal Bank of Scotland Plc (“RBS”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Background One of our invest... (3 pages)View decision
