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-2774791
27 Jun 2021 OSL Financial Consultancy Limited Not upheldMortgagesDRN-2774791 The complaint Mr and Mrs P complain that their secured loan was mis-sold in 2017 by OSL Financial Consultancy Limited trading as MortgageKey. They say Mr P’s spending was out of control, and he had a gambling problem, so MortgageKey’s advice was irresponsible. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-4609394
2 Oct 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4609394 The complaint Mr D has complained that National Westminster Bank Plc (“NatWest”) acted inappropriately when it increased his overdraft limit twice in 2017. He also believes the bank failed to spot the unusual activity on his account or the fact that he was struggling with a ... (4 pages)View decision -
Decision Reference DRN1322923
28 Oct 2016 Tesco Personal Finance PLC Not upheldBanking and creditMrs M complains about a number of transactions she says she didn’t make or authorise. She is unhappy that Tesco Personal Finance PLC won’t refund them.backgroundMrs M says she’s unwell and uses a carer. She gave her carer her credit card and PIN so she could use t... (2 pages)View decision -
Decision Reference DRN-5035937
2 Oct 2024 Bamboo Limited Not upheldConsumer CreditDRN-5035937 Complaint Mr M has complained about a loan Bamboo Limited (“Bamboo”) provided to him. He says that the loan was not affordable given his existing debts and his gambling. Background Bamboo provided Mr M with a loan for £3,000.00 in March 2022. The total amount to be repaid o... (3 pages)View decision -
Decision Reference DRN-5705473
4 Dec 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5705473 The complaint Plata Finance Limited provided Mr B with a £2,000 loan in December 2024. Mr B says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute... (2 pages)View decision -
Decision Reference DRN-5743468
10 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5743468 The complaint Mr J complains that Santander UK Plc (‘Santander’) allowed several consecutive transactions to go through on his current account which took him into an unarranged overdraft. What happened In March 2025 Santander allowed seven consecutive transactions to take M... (2 pages)View decision -
Decision Reference DRN2045669
17 Aug 2018 Santander UK Plc Not upheldBanking and creditMr B complains that Santander UK Plc rejected his claim for compensation under section 75 of the Consumer Credit Act 1974 in relation to credit card payments he made to an investment website he says was a scam.backgroundIn September 2017 Mr B made a number of payment... (2 pages)View decision -
Decision Reference DRN-5070669
16 Oct 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5070669 The complaint Mr R complains that Vanquis Bank Limited irresponsibly agreed credit for him. What happened Vanquis opened a credit card account for Mr R in February 2019 with a £1,000 credit limit. Mr R didn’t meet his repayments and the account was passed to a third party d... (5 pages)View decision -
Decision Reference DRN-4471257
2 Jan 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4471257 The complaint Mr B complains Startline Motor Finance Limited (Startline) irresponsibly entered into a hire purchase agreement with him because it didn’t complete reasonable and proportionate checks to ensure the agreement was affordable. What happened Mr B entered into a hire p... (5 pages)View decision -
Decision Reference DRN-5923688
11 Mar 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5923688 The complaint Mr L complains that J. P. Morgan Europe Limited, trading as Chase, failed to intervene when he was suffering from a gambling disorder. What happened Mr L had an account with Chase. From 2023 onwards he used the account to pay money to cryptocurrency platforms.... (2 pages)View decision