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 5830 results
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Decision Reference DRN-3376861
30 Mar 2022 National Westminster Bank Plc Not upheldConsumer CreditDRN-3376861 The complaint Mr W complains that National Westminster Bank Plc (NatWest) made an irresponsible lending decision when providing him with a personal loan. What happened In November 2018 Mr W took out a personal loan with NatWest for £6000. The loan was to be repaid over a period... (3 pages)View decision -
Decision Reference DRN-3154276
10 Nov 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3154276 The complaint Mr M complains HSBC UK Bank Plc irresponsibly approved him for two loans. What happened Below is intended to be a summary of what happened and does not therefore include a full timeline or list every point that has been made. Below is intended to be a summary of e... (5 pages)View decision -
Decision Reference DRN-3053351
27 Sep 2021 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3053351 The complaint Mr M has complained that Lloyds Bank Plc (“Lloyds”) irresponsibly gave him a large overdraft limit. He says that Lloyds ought to have realised he was in significant debt and that he had a gambling problem, and that he would therefore struggle to repay the overdraf... (3 pages)View decision -
Decision Reference DRN-5763112
26 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5763112 The complaint Mr D complains that Santander UK Plc (“Santander”) acted irresponsibly when it provided him with an overdraft he couldn’t afford, failed to monitor his overdraft and act on patterns of reliance and that it failed to spot signs of his financial difficulties and ... (4 pages)View decision -
Decision Reference DRN6261148
21 Mar 2019 Sainsbury's Bank Plc Not upheldBanking and creditMr A complains that Sainsbury’s Bank Plc reissued his credit card after a long time of inactivity without carrying out any affordability checks.backgroundMr A says that after a number of years when his credit card was suspended due to him being in a debt management plan... (3 pages)View decision -
Decision Reference DRN2344510
14 Aug 2018 Loans 2 Go Limited Not upheldBanking and creditMr H complains that his loans from Loans 2 Go Limited were unaffordable and shouldn’t have been made to him – and he says that his mental health and gambling issues weren’t properly considered. backgroundLoans 2 Go made two log-book loans, which were secured on his ca... (3 pages)View decision -
Decision Reference DRN3629180
12 Jul 2019 Indigo Michael Limited UpheldBanking and creditMr M has complained that Indigo Michael Limited (trading as Safety Net Credit (SNC)) didn’t carry out sufficient affordability checks before granting him a Safety Net facility in 2016. Mr M also says had SNC carried out sufficient checks, it would’ve seen that he couldn’t afford it. backgr... (5 pages)View decision -
Decision Reference DRN1403859
18 Feb 2020 Commsave Credit Union Limited UpheldBanking and creditMr F’s complaint against Commsave Credit Union Limited (Commsave) is that it continued to irresponsibly lend to him after he told it about his gambling addiction. backgroundMr M had a loan with Commsave. On 17 February 2015, he notified it that he had a gambling addiction; was in financial... (2 pages)View decision -
Decision Reference DRN-5494745
23 May 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5494745 The complaint Miss R has complained that Madison CF UK Limited trading as 118 118 Money, acted irresponsibly when it provided her with a £2,000 personal loan in September 2024. Background Miss R applied for a £2,000 personal loan from 118 118 Money in September 2024. The loa... (3 pages)View decision -
Decision Reference DRN-4879048
8 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4879048 The complaint Miss J and Miss H have complained that Nationwide Building Society (“Nationwide”) irresponsibly granted them an overdraft in July 2019 and then went on to increase the overdraft limits. What happened In July 2019 Miss J and Miss H was granted an overdraft of £... (3 pages)View decision