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-5574117
12 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5574117 The complaint Mr J has complained that Nationwide Building Society lent to him irresponsibly by approving a credit card for him in March 2021 which he could not afford to repay. What happened Mr J applied for a credit card with Nationwide on 18 March 2021. Mr J said in his a... (5 pages)View decision -
Decision Reference DRN-3111845
18 Nov 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3111845 The complaint Mr S complained that Vanquis Bank Limited acted irresponsibly when they agreed to provide him with a credit card to use for gambling purposes. He also believes they made other errors during his dealings with them. What happened Mr S made an online application to V... (4 pages)View decision -
Decision Reference DRN4295370
22 Dec 2017 Active Securities Limited Not upheldBanking and creditMrs T complains that Active Securities Limited, trading as 247 Moneybox, (“ASL”), gave herloans that she couldn’t afford to repay.background Mrs T was given 49 loans by ASL between April 2011 and October 2016. She has repaid allof them, although some were paid late. Th... (6 pages)View decision -
Decision Reference DRN-3656823
18 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3656823 The complaint Mr L complains that HSBC UK Bank Plc (“HSBC”) has refused to refund payments he made to what he believed was a legitimate investments trading company (RTC Finance). Mr L made these payments using his HSBC Visa debit card. What happened The circumstances of this c... (6 pages)View decision -
Decision Reference DRN1612682
12 Feb 2018 Gain Credit LLC UpheldBanking and creditMr G complains that GAIN Credit LLC (trading as Lending Stream) lent him money he couldn’t afford to repay.backgroundMr G took out 45 instalment loans between September 2014 and January 2017. He says Lending Stream shouldn’t have agreed to lend as he was stuck in a ... (4 pages)View decision -
Decision Reference DRN6007817
3 Apr 2018 Madison CF UK Limited Not upheldBanking and creditMr M complains that Madison CF UK Limited (trading as 118118 Money) sold him a loan he could not afford.backgroundIn February 2017 Mr M borrowed £2,100 from 118118 Money. He was to repay this at just over £160 a month for two years. He made one repayment in Februar... (2 pages)View decision -
Decision Reference DRN3439570
16 Feb 2018 Gain Credit LLC Not upheldBanking and creditMr S complains that Lending Stream LLC lent him money he couldn’t afford to repay.backgroundMr S took out two instalment loans with Lending Stream in December 2013. He doesn’t think it took enough notice of his credit score, defaults and short term lending history. M... (3 pages)View decision -
Decision Reference DRN-5622465
22 Sep 2025 TSB Bank plc UpheldConsumer CreditDRN-5622465 The complaint Mr S complains TSB Bank plc irresponsibly provided him with a personal loan. What happened TSB Bank provided Mr S with a loan of £17,000 in February 2023. The loan was repayable over 48 monthly instalments of around £435, and had a total repayable value, includ... (6 pages)View decision -
Decision Reference DRN9398166
10 Mar 2018 Lloyds Bank PLC Not upheldBanking and creditMr J complains that Lloyds Bank PLC irresponsibly increased his overdraft limit in 2012.backgroundMr J applied for his overdraft limit to be increased in 2012. He says Lloyds shouldn’t have agreed to that request as he couldn’t afford it. He also says that his incom... (2 pages)View decision -
Decision Reference DRN2383584
21 Nov 2019 Bank of Scotland Plc Not upheldBanking and creditMr M complains that Bank of Scotland plc (trading as Halifax) will not refund payments he says he did not make from his bank account.backgroundMr M disputes a number of payments totalling £2,160 made to an online gambling website between 22 and 25 March 2018. He says that he last used his ... (3 pages)View decision