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 5478 results
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Decision Reference DRN9307909
5 Aug 2019 Barclays Bank UK PLC Not upheldBanking and creditMr S complains about how Barclays Bank UK PLC has dealt with his financial difficulties.backgroundMr S says he took out a Barclays loan but has experienced financial difficulties following an accident. He says he asked Barclays to increase his overdraft in April 2018 and again some months ... (2 pages)View decision -
Decision Reference DRN-4112767
5 Jun 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4112767 The complaint Mr W has complained that Bank of Scotland plc (“BOS”) lent to him irresponsibly by increasing his overdraft limit over a short period of time when there was evidence of gambling. What happened Mr W successfully applied online for an overdraft with a limit of £50 i... (3 pages)View decision -
Decision Reference DRN-3860485
15 Dec 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3860485 The complaint Mr B complains that Santander UK Plc lent to him irresponsibly. What happened Mr B opened a credit card account with Santander in November 2010. His account limit was set at £3,400 and was never increased. Mr B says he couldn’t afford the credit. He says he had lo... (5 pages)View decision -
Decision Reference DRN-5551845
12 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5551845 The complaint In summary, Mr M complains that NewDay Ltd, irresponsibly provided him with two credit cards he says he couldn’t afford. He also says it shouldn’t have allowed him to make payments to certain merchants, because they were gambling transactions. He asks for compe... (7 pages)View decision -
Decision Reference DRN-3282697
28 Feb 2022 Valour Finance Limited UpheldConsumer CreditDRN-3282697 The complaint Miss M complains that Valour Finance Limited (trading as Savvy.co.uk) was irresponsible to lend to her. What happened Miss M borrowed £1,500 from Savvy on 27 May 2021. The loan was due to be repaid by 15 monthly instalments of £200.00 with the last payment due on ... (3 pages)View decision -
Decision Reference DRN-3248648
21 Mar 2022 Progressive Money Limited Not upheldConsumer CreditDRN-3248648 The complaint Mr C complains that Progressive Money Limited (PML) lent him money on a high interest loan he was unable to afford to repay. What happened Mr C was provided with a loan by PML on 28 June 2018. This was for £7,000 repayable over 48 months at the rate of £263.75. He... (3 pages)View decision -
Decision Reference DRN1437633
10 Mar 2018 Vanquis Bank Limited Not upheldBanking and creditMrs P complains that Vanquis Bank Limited didn’t do enough to limit her spending on her credit card account when she was experiencing difficulties.backgroundMrs P suffers from ill health and she says that, alongside some other difficult circumstances, this led to her sta... (2 pages)View decision -
Decision Reference DRN-5050104
9 Oct 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-5050104 The complaint Mr T complains that National Westminster Bank Plc (NatWest) didn’t sufficiently check whether he could afford a loan they agreed to. What happened In January 2020 Mr T entered into a Fixed Term personal loan with NatWest. The loan was for £9,500, after interest... (4 pages)View decision -
Decision Reference DRN-5018596
12 Sep 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-5018596 The complaint Mr T is complaining about Tesco Personal Finance PLC because he says it lent irresponsibly by giving him a credit card he couldn’t afford. In making his complaint, he referred to the various other debts he had at the time and also mentioned a gambling problem. ... (5 pages)View decision -
Decision Reference DRN-6109633
27 Jan 2026 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-6109633 The complaint Mr D complains that Bank of Ireland (UK) Plc was irresponsible in its lending to him. What happened Mr D was provided with a loan by Bank of Ireland (UK) Plc (BOI) on 23 April 2019. The amount of credit was £20,000, repayable over 60 months at an interest rate ... (4 pages)View decision