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 1466 results
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Decision Reference DRN-5087902
9 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5087902 The complaint Miss S complains National Westminster Bank Plc (“NatWest”) unfairly applied a default marker against her credit card account after it had closed her current account and the direct debit payment for it was cancelled. Miss S is also unhappy NatWest sent a cheque ... (5 pages)View decision -
Decision Reference DRN-4885627
25 Jul 2024 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4885627 The complaint Mr B complains that Sainsbury’s Bank Plc lent irresponsibly when it approved a credit card application he made in March 2022. What happened In March 2022, Mr B applied for a credit card with Sainsbury’s Bank. In his application, Mr B said he had an annual inco... (3 pages)View decision -
Decision Reference DRN-6046685
5 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6046685 The complaint Mr A is unhappy with the offer Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) made to resolve his complaint about an unaffordable personal loan. Mr A also complains that Novuna has treated him unfairly while he’s been in financial diff... (3 pages)View decision -
Decision Reference DRN-6052807
10 Feb 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-6052807 The complaint Ms C complains that Lendable Ltd trading as Zable irresponsibly lent to her. What happened Ms C was approved for a Zable credit card in September 2022, with a £500 credit limit. Ms C says that Zable irresponsibly lent to her, and she made a complaint to Zable, ... (2 pages)View decision -
Decision Reference DRN-3504750
9 Jun 2022 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-3504750 The complaint Mr M says that CO-OP Bank plc (“CO-OP”) irresponsibly approved an overdraft for him when he was already in arrears with the credit card he had with it. What happened Mr M applied and was approved for an overdraft of £500 with the CO-OP in September 2018. CO-OP wro... (3 pages)View decision -
Decision Reference DRN2975236
5 Apr 2019 MBNA Limited Not upheldBanking and creditMr M complains that MBNA Limited didn’t help him enough when he was in financial difficulties.backgroundMr M says he asked MBNA to set up a direct debit so he wouldn’t forget to make payments into his credit card account. It would only let him set up a standing ord... (2 pages)View decision -
Decision Reference DRN-5689343
7 Oct 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5689343 The complaint Mr S is unhappy that Vanquis Bank Limited failed to adequately support him when he had financial difficulties and failed to provide him with adequate notice of a default. What happened Mr S had a credit card with Vanquis and, in December 2023, he complained to... (6 pages)View decision -
Decision Reference DRN-4137126
17 May 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4137126 The complaint Ms X complains that as a vulnerable customer, she wasn’t treated fairly by Clydesdale Bank Plc trading as Virgin Money (Virgin). What happened Ms X had a credit card from Virgin. The limit was £14,300 and in March 2020, the balance was £12,980.53 debit. M... (6 pages)View decision -
Decision Reference DRN-3444458
31 Aug 2022 Studio Retail Limited Not upheldConsumer CreditDRN-3444458 The complaint Mr E complains Studio Retail Limited (Studio) didn’t provide him with support when he experienced financial difficulty during the Covid-19 pandemic. What happened The background to this complaint is well known to Mr E and Studio. I won’t... (3 pages)View decision -
Decision Reference DRN-2624950
17 Mar 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2624950 The complaint Mr A complains that Lloyds Bank PLC closed his bank account earlier than agreed. What happened Mr A had a Lloyds current account with a £3,000 overdraft. From the beginning of 2020 Mr A’s account was either over of very close to his overdraft limit. There were no... (2 pages)View decision