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-3111159
10 Nov 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3111159 Complaint Mrs C is unhappy that National Westminster Bank Plc (“NatWest”) is holding her liable for a series of transactions she says she didn’t authorise. Background Mrs C has an account with NatWest. In August and September 2020, it was used to make a series of payments to a ... (3 pages)View decision -
Decision Reference DRN4959225
28 Sep 2017 Barclays Bank Plc Not upheldBanking and creditMr W complains that Barclays Bank PLC has irresponsibly given him a loan which was unaffordable.backgroundMr W applied for a Barclays loan in November 2016 for £11,100 with monthly repayments of £208.41. He says that loan was unaffordable and proper checks weren’t car... (2 pages)View decision -
Decision Reference DRN2414261
19 Apr 2018 Uncle Buck Finance LLP UpheldBanking and creditMr B complains that Uncle Buck Finance LLP gave him loans that he couldn’t afford to repay.backgroundMr B was given 11 loans by Uncle Buck between December 2014 and August 2017. Most of the loans were repayable in monthly instalments. When Mr B brought the complaint ... (4 pages)View decision -
Decision Reference DRN-3260377
23 Apr 2022 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3260377 The complaint Miss H complains that Vanquis Bank Limited irresponsibly allowed her to open a credit card account which was unaffordable. What happened Miss H says she applied for the account in June 2021 and says Vanquis should not have approved her application. She says approp... (2 pages)View decision -
Decision Reference DRN-4000778
9 May 2023 FirstRand Bank Limited Not upheldConsumer CreditDRN-4000778 The complaint Miss B complains that FirstRand Bank Limited trading as Motonovo Finance irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In August 2018, Miss B acquired a used car financed by a Hire Purchase agreement from MotoNovo ... (2 pages)View decision -
Decision Reference DRN-5185192
6 Dec 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-5185192 The complaint Mr E complains that Loans 2 Go Limited lent irresponsibly when it approved a loan application he made. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr E applied for a loan of £1,000 w... (5 pages)View decision -
Decision Reference DRN-5700285
29 Sep 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5700285 The complaint Mr V is complaining that Lloyds Bank PLC trading as MBNA lent to him irresponsibly by providing him with a credit card. What happened In April 2013, MBNA approved Mr V’s application for a credit card, giving him a limit of £20,000. They increased the limit to £... (5 pages)View decision -
Decision Reference DRN-2943460
27 Jul 2021 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2943460 The complaint Mr S complains of irresponsible credit increases to his account by Vanquis Bank Limited (Vanquis). He would like all charges applied to his account since 2014 refunded. And any negative information on his credit file amended What happened Mr S says he took out a ... (4 pages)View decision -
Decision Reference DRN3248436
27 Feb 2019 Bank of Scotland Plc Not upheldBanking and creditMr C complains that about the lending that Bank of Scotland plc (“BoS”) made to him. This complaint deals with his credit card account.backgroundMr C said that he was given bad advice by BoS about consolidating his debts, then allowed to borrow again. He has complained... (4 pages)View decision -
Decision Reference DRN-5063280
7 Nov 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5063280 The complaint Mr E complains that Oodle Financial Services Limited trading as Oodle Car Finance was irresponsible in its lending to him. He wants all interest and charges refunded along with interest and compensation for the distress and inconvenience he has been caused. Mr ... (3 pages)View decision