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-5073217
22 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5073217 The complaint Mr K is unhappy with Nationwide Building Society. Mr K said Nationwide’s fraud team contacted him about a transaction on his account. It said the transaction amount (£480) would be returned to him. But the amount did then leave his account and Mr K wants Nation... (2 pages)View decision -
Decision Reference DRN7512419
22 Feb 2019 Lendfair Limited Not upheldBanking and creditMrs H complains that Lend Fair Ltd was irresponsible in granting her a loan.backgroundMrs H took out a guarantor loan in August 2016 for £4,000 repayable over 39 months at £184.39 a month. In the summer of 2018 Mrs H complained to Lend Fair. It rejected her complai... (2 pages)View decision -
Decision Reference DRN-2691186
9 Dec 2021 Lend Fair Ltd UpheldConsumer CreditDRN-2691186 The complaint Miss A complains Lend Fair Ltd irresponsibly lent to her. She says the loans were unaffordable to her and Lend Fair would’ve seen this had it completed proportionate checks. What happened Miss A was approved for the below loans by Lend Fair: Loan Date Capital Amou... (5 pages)View decision -
Decision Reference DRN-4355729
20 Sep 2023 Zopa Bank Limited Not upheldConsumer CreditDRN-4355729 The complaint Mr B has complained that Zopa Bank Limited (“Zopa”) acted irresponsibly when it provided him with a £10,000 loan in July 2021. Background Mr B was approved for a £10,000 loan from Zopa in July 2021. He has told us that he is a compulsive gambler and that the loan ... (3 pages)View decision -
Decision Reference DRN1230707
18 Dec 2018 Indigo Michael Limited Not upheldBanking and creditMs M has complained that Indigo Michael Limited (trading as Safety Net Credit (“SNC”)) irresponsibly gave her and then increased a Safety Net facility in 2016.backgroundMs M approached SNC for a Safety Net facility in late 2015. This was a running credit account wher... (3 pages)View decision -
Decision Reference DRN6770325
23 Jan 2020 Nationwide Building Society Not upheldBanking and creditMr H is unhappy with Nationwide Building Society’s decision to not refund transactions he says he didn’t make or authorise in August and October 2017.Mr H has another complaint with this service relating to other disputed transactions, beginning in February 2018 and running through to Apri... (4 pages)View decision -
Decision Reference DRN-4742323
15 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4742323 The complaint Mr O complains that Barclaycard Bank UK PLC, trading as Barclaycard (‘Barclaycard’), irresponsibly granted him a credit card he couldn’t afford to repay. What happened Mr O entered into an agreement with Barclaycard to have access to credit with a credit card acco... (4 pages)View decision -
Decision Reference DRN-5577172
23 May 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5577172 The complaint Mrs T complains that The Royal Bank of Scotland Plc (RBS) was irresponsible in its lending to her. She wants all interest and charges on the loan refunded along with statutory interest. What happened RBS provided Mrs T with a £19,000 loan in April 2019. The loa... (4 pages)View decision -
Decision Reference DRN-5598628
2 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5598628 The complaint Mr T is unhappy NATIONAL WESTIMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) did not recognise the unusual transactions he was making through his current account and did not step in to support and prevent him from experiencing financial harm. Mr T says NatWest’... (6 pages)View decision -
Decision Reference DRN4919305
31 Oct 2013 Barclays Bank Plc Not upheldBanking and creditMrs K complains that Barclays Bank Plc has refused to refund disputed transactions on her bank account. She wants Barclays to refund the money.backgroundMrs K had a bank account with Barclays, which she used for normal banking purposes. She says that in July 2012 she collapsed in the... (3 pages)View decision