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 5520 results
-
Decision Reference DRN-3468218
26 Jul 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3468218 The complaint Mr R complains that Nationwide Building Society didn’t do enough to protect his funds from being spent on gambling. What happened Mr R held a current account and a joint savings account with his late wife with Nationwide. When Mr R’s late wife passed away Mr R tra... (3 pages)View decision -
Decision Reference DRN-2774791
27 Jun 2021 OSL Financial Consultancy Limited Not upheldMortgagesDRN-2774791 The complaint Mr and Mrs P complain that their secured loan was mis-sold in 2017 by OSL Financial Consultancy Limited trading as MortgageKey. They say Mr P’s spending was out of control, and he had a gambling problem, so MortgageKey’s advice was irresponsible. What happened Mr ... (3 pages)View decision -
Decision Reference DRN6859717
9 Feb 2018 Lloyds Bank PLC Not upheldBanking and creditMr K complains that Lloyds Bank Plc won’t refund some debit card payments that were made by a fraudster.backgroundMr K has a current account with Lloyds. He told Lloyds that a number of transactions he didn’t recognise had been made using his debit card, which add... (3 pages)View decision -
Decision Reference DRN1322923
28 Oct 2016 Tesco Personal Finance PLC Not upheldBanking and creditMrs M complains about a number of transactions she says she didn’t make or authorise. She is unhappy that Tesco Personal Finance PLC won’t refund them.backgroundMrs M says she’s unwell and uses a carer. She gave her carer her credit card and PIN so she could use t... (2 pages)View decision -
Decision Reference DRN-2557572
30 Sep 2021 Provident Personal Credit Limited Not upheldConsumer CreditDRN-2557572 The complaint Miss B is unhappy that Provident Personal Credit Limited trading as Satsuma Loans allowed a loan to be taken out in her name. She says the loan was applied for by her ex-partner without her permission but it is holding her responsible for the borrowing. What happe... (4 pages)View decision -
Decision Reference DRN7469824
26 Feb 2020 National Westminster Bank Plc UpheldBanking and creditMr R and Miss S complain that National Westminster Bank Plc (NatWest) lent money to them which was unaffordable.backgroundMr R says NatWest allowed him an overdraft on two accounts including a joint account with Miss S and gave him a loan, all of which was unaffordable. Mr R says he had ex... (2 pages)View decision -
Decision Reference DRN-5469113
12 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5469113 The complaint Mr L, a sole trader, complains that HSBC UK Bank Plc should not have allowed him to have an arranged overdraft – and that it should not have allowed that overdraft to increase. What happened HSBC initially agreed an overdraft of £8,000 for Mr L on 21 August 20... (4 pages)View decision -
Decision Reference DRN-4609394
2 Oct 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4609394 The complaint Mr D has complained that National Westminster Bank Plc (“NatWest”) acted inappropriately when it increased his overdraft limit twice in 2017. He also believes the bank failed to spot the unusual activity on his account or the fact that he was struggling with a ... (4 pages)View decision -
Decision Reference DRN-2097791
26 Feb 2021 Evolution Lending Limited Not upheldMortgagesDRN-2097791 The complaint Miss M complains that Evolution Lending Limited shouldn’t have lent her money secured by a further charge on her property. Miss M would like Evolution to refund the interest she paid and remove any adverse credit information it registered. What happened Miss M too... (2 pages)View decision -
Decision Reference DRN-5743468
10 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5743468 The complaint Mr J complains that Santander UK Plc (‘Santander’) allowed several consecutive transactions to go through on his current account which took him into an unarranged overdraft. What happened In March 2025 Santander allowed seven consecutive transactions to take M... (2 pages)View decision