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 5125 results
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Decision Reference DRN3711504
22 Oct 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr C complains about The Royal Bank of Scotland Plc, trading as NatWest (“NatWest”). He says that the business lent to him irresponsibly in two personal loans and an overdraft in 2014. He wants NatWest to refund the charges and interest he paid, and for statutory inter... (3 pages)View decision -
Decision Reference DRN9127287
11 Jul 2016 Barclays Bank Plc Not upheldBanking and creditMr W complains about three loans taken out with Barclays Bank Plc. He believes insufficient checks were carried out when he applied for the loans and had appropriate checks been completed, they wouldn’t have been agreed. Mr W is represented in his complaint by his fat... (3 pages)View decision -
Decision Reference DRN-5501889
1 May 2025 First Response Finance Ltd Not upheldConsumer CreditDRN-5501889 The complaint Mr S, who is represented by a third party, complains that First Response Finance Limited (“First Response”) irresponsibly agreed to give him finance he says he couldn’t afford to repay. What happened In March 2018, Mr S acquired a used car financed by a fixed ... (3 pages)View decision -
Decision Reference DRN-3293575
18 Mar 2022 Santander UK Plc UpheldConsumer CreditDRN-3293575 The complaint Mr M complains about finance he took out with Santander UK Plc (“Santander”). What happened I set out what happened leading up to and in the course of Mr M’s complaint in my provisional decision, which I issued earlier this year. To make this decision easier to re... (7 pages)View decision -
Decision Reference DRN3497820
11 Dec 2013 Barclays Bank Plc Not upheldBanking and creditMr G is unhappy that Barclays Bank Plc (trading as Goldfish) increased the limits on his credit card by £10,000.backgroundIn 1997 Mr G opened a Goldfish credit card account. Between 2003-2004 his credit limit was increased from £4,900 to £15,000 while his gross income was £20,000. Follo... (2 pages)View decision -
Decision Reference DRN6256801
30 May 2018 Everyday Loans Limited UpheldBanking and creditMr L took out a loan in January 2017 with Everyday Loans Limited. He complains that Everyday acted irresponsibly, when it approved this loan. He says it incorrectly assessed that he could afford the loan repayments. He wants Everyday to refund all interest and oth... (2 pages)View decision -
Decision Reference DRN-1140325
30 Jun 2020 Monzo Bank Ltd Not upheldBanking and PaymentsThe complaint Ms F complains that Monzo Bank Limited won’t refund payments that have been made from her account which she says she didn’t authorise. What happened Ms F opened her account with Monzo on 5 May 2019. She had an account with an online casino and started making transactions from... (3 pages)View decision -
Decision Reference DRN-5412689
4 Jul 2025 Lendable Ltd UpheldConsumer CreditDRN-5412689 The complaint Mr S, through his representative, complains that Lendable Limited lent to him without doing the right affordability checks in view of his gambling addiction. What happened Mr S took three loans – all of which he said were to consolidate his existing debts and ... (5 pages)View decision -
Decision Reference DRN8791081
7 Feb 2018 Advancis Limited Not upheldBanking and creditMr K complains that Advancis Limited (Advancis) shouldn’t have approved his guarantor loan. He’s also unhappy with the poor customer service he received – he says Advancis were aggressive in their communications.backgroundIn August 2016 Mr K took out a loan for £7,000 w... (3 pages)View decision -
Decision Reference DRN9611230
29 Sep 2016 Barclays Bank Plc Not upheldBanking and creditMr I had a student account with Barclays Bank Plc. He complains that it has refused to refund a number of transactions he didn’t make.backgroundMr I disputes a number of payments that were made to a gambling business between 13 April 2016 and 3 May 2016 using his ... (2 pages)View decision
