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
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Decision Reference DRN-4206833
29 Jun 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4206833 The complaint Mr J complains that Lloyds Bank PLC lent to him irresponsibly. What happened Mr J applied for a credit card account in June 2009. Lloyds approved the application and opened the account with an initial credit limit of £2000. The credit limit was increased to £2550 ... (3 pages)View decision -
Decision Reference DRN6240447
22 Mar 2018 HSBC Bank plc Not upheldBanking and creditMr and Mrs J are unhappy HSBC Bank Plc allowed them to exceed their overdraft facility and incur additional charges.backgroundMr and Mrs J were long-standing customers of HSBC. Mr J says HSBC allowed the account to exceed the agreed overdraft on a number of occasions... (2 pages)View decision -
Decision Reference DRN-5831337
1 Oct 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5831337 The complaint Miss W complains that Clydesdale Bank trading as Virgin Money (Virgin Money) didn’t sufficiently check whether she could afford the repayments before they agreed to lend to her. What happened In October 2023 Miss W applied for a credit card with Virgin Money. M... (4 pages)View decision -
Decision Reference DRN-3293575
18 Mar 2022 Santander UK Plc UpheldConsumer CreditDRN-3293575 The complaint Mr M complains about finance he took out with Santander UK Plc (“Santander”). What happened I set out what happened leading up to and in the course of Mr M’s complaint in my provisional decision, which I issued earlier this year. To make this decision easier to re... (7 pages)View decision -
Decision Reference DRN-6030691
18 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-6030691 The complaint Miss M complains that Santander UK Plc allowed her to make changes to her overdraft facility without ensuring that these were affordable. What happened Miss M has had an overdraft with Santander since August 2017. For the purposes of this complaint, I’ll only... (6 pages)View decision -
Decision Reference DRN-5501889
1 May 2025 First Response Finance Ltd Not upheldConsumer CreditDRN-5501889 The complaint Mr S, who is represented by a third party, complains that First Response Finance Limited (“First Response”) irresponsibly agreed to give him finance he says he couldn’t afford to repay. What happened In March 2018, Mr S acquired a used car financed by a fixed ... (3 pages)View decision -
Decision Reference DRN3711504
22 Oct 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr C complains about The Royal Bank of Scotland Plc, trading as NatWest (“NatWest”). He says that the business lent to him irresponsibly in two personal loans and an overdraft in 2014. He wants NatWest to refund the charges and interest he paid, and for statutory inter... (3 pages)View decision -
Decision Reference DRN9127287
11 Jul 2016 Barclays Bank Plc Not upheldBanking and creditMr W complains about three loans taken out with Barclays Bank Plc. He believes insufficient checks were carried out when he applied for the loans and had appropriate checks been completed, they wouldn’t have been agreed. Mr W is represented in his complaint by his fat... (3 pages)View decision -
Decision Reference DRN-5220200
6 Jan 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5220200 The complaint Mr W says Lloyds Bank PLC irresponsibly lent to him. What happened Mr W took out a loan for £5,300 over 84 months on 14 July 2016. The monthly repayments were £68.38 and the APR was 9.6%. The loan was given to enable Mr W to repay his overdraft with Lloyds as t... (2 pages)View decision -
Decision Reference DRN6256801
30 May 2018 Everyday Loans Limited UpheldBanking and creditMr L took out a loan in January 2017 with Everyday Loans Limited. He complains that Everyday acted irresponsibly, when it approved this loan. He says it incorrectly assessed that he could afford the loan repayments. He wants Everyday to refund all interest and oth... (2 pages)View decision