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-2858528
6 May 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-2858528 The complaint Mr G complains that Loans 2 Go Limited lent to him irresponsibly. What happened In May 2020, Mr G approached Loans 2 Go and applied for and was given a loan of £1,000. It had an Annual Percentage Rate (APR) of 1,013.2% and was to be repaid in 18 monthly instalment... (4 pages)View decision -
Decision Reference DRN7368923
17 May 2013 National Westminster Bank Plc Not upheldBanking and creditMiss K says she did not make or authorise certain transactions totalling more than £7,000 to an online gambling site in late December 2010. background National Westminster Bank plc did not accept Miss K’s argument but it did agree it had not dealt well with her complaint and paid her £... (1 page)View decision -
Decision Reference DRN6496279
9 Sep 2014 National Westminster Bank Plc UpheldBanking and creditMr H, as a director of Z, a limited company complains that National Westminster Bank Plc failed to apply a daily limit to a debit card used by another director.backgroundIn July 2013, Mr K, a director of Z, a limited company used his company debit card to spend a significant sum on o... (2 pages)View decision -
Decision Reference DRN-5534333
25 Sep 2025 MIR Limited UK Ltd Not upheldBanking and PaymentsDRN-5534333 The complaint Mr K complains MIR Limited UK Ltd unfairly closed his account and provided him with poor service. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr ... (4 pages)View decision -
Decision Reference DRN-5094522
27 Nov 2024 MBNA Limited UpheldBanking and PaymentsDRN-5094522 The complaint Mr H complains that MBNA Limited was irresponsible when it offered him a credit card account. What happened MBNA opened a credit card account for Mr H in August 2020 with a credit limit of £8,000. I understand the facility was withdrawn in March 2024. Mr H co... (5 pages)View decision -
Decision Reference DRN-5599387
3 Jun 2025 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-5599387 The complaint Mr O complains that JAJA FINANCE LTD trading as Jaja Credit Card (Jaja) lent irresponsibly when it approved his credit card application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: M... (4 pages)View decision -
Decision Reference DRN-4781475
7 May 2024 Metro Bank PLC Not upheldConsumer CreditDRN-4781475 The complaint Mr P complains that Metro Bank PLC trading as RateSetter (RS) lent to him irresponsibly. What happened Mr P took out two loans from RS as shown: Date Amount/Purpose Fee Payments Notes September 2016 £5,000 – debt consolidation £85.50 £147.99/ 36 months Repaid Nove... (6 pages)View decision -
Decision Reference DRN5001805
12 Dec 2019 Starling Bank Limited Not upheldBanking and creditbackgroundMr T complains that Starling Bank Limited debited his account with a series of online and contactless card payments totalling over £1,000 which he said he didn’t make or otherwise authorise.complaintMr T had a Starling current account between June and October 2018, when Starling ... (3 pages)View decision -
Decision Reference DRN-5297374
10 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5297374 The complaint Miss W has complained Starling Bank Limited won’t refund her for numerous disputed transactions made between March and July 2024. What happened Miss W gambles online and uses her Starling card to deposit cash into various accounts. Despite using sites she recog... (2 pages)View decision -
Decision Reference DRN-2873482
7 Jul 2021 NewDay Ltd UpheldBanking and PaymentsPage 1 of 8The complaint Mr O complains that NewDay Ltd, trading as Aqua and Marbles (NewDay) irresponsibly provided him with two credit cards and limit increases on those cards, which increased his debt. What happened In August 2015, Mr O applied for an Aqua branded credit card with NewDa... (8 pages)View decision