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 DRN-2656865
30 Mar 2021 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2656865 The complaint Miss M complains that Vanquis Bank Limited increased her credit card limit when she couldn’t afford the borrowing. What happened Miss M took out the credit card in April 2014, via an on-line application. The account was opened with a £150 credit limit. In October ... (5 pages)View decision -
Decision Reference DRN-5683617
10 Nov 2025 Go Car Credit Limited UpheldConsumer CreditDRN-5683617 The complaint Mr H complains Go Car Credit Limited (“Go Car”) irresponsibly lent to him. What happened In June 2021, Mr H applied for car finance with Go Car. The application was approved, and he was given £7,715.00 with monthly repayments of £289.53 to be repaid over 48 mon... (3 pages)View decision -
Decision Reference DRN-5890440
27 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5890440 The complaint Mr F complains that Santander UK Plc (‘Santander’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) scam. What happened In December 2024, Mr F signed up to what he believed to be a legitimate online casino, which I’ll refer to... (4 pages)View decision -
Decision Reference DRN-3544404
15 Aug 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3544404 The complaint Mr H complains that Nationwide Building Society (‘Nationwide’) lent irresponsibly to him by providing him with a credit card. What happened On or around 9 August 2016, Mr H applied for a credit card with Nationwide. His application was accepted, and Nationwide agr... (3 pages)View decision -
Decision Reference DRN-4271368
4 Dec 2023 Stagemount Limited UpheldConsumer CreditDRN-4271368 The complaint Mr B complains that Stagemount Limited trading as Quid Market irresponsibly lent to him. What happened Quid Market lent Mr B two short term instalment loans. The first loan was for £300 lent in June 2022, on this loan, Mr B was due to make six monthly instalment p... (3 pages)View decision -
Decision Reference DRN-4366698
5 Jul 2024 IG Index Limited Not upheldInvestmentsDRN-4366698 The complaint Mr P complained about IG Index Limited. He said he had an addiction to forex and indices trading using IG’s spread betting service. He said IG didn’t check if he had a gambling addiction and for this reason, didn’t treat him fairly. Mr P said IG should have done m... (4 pages)View decision -
Decision Reference DRN-4302401
7 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4302401 The complaint Mr S complains that HSBC UK Bank Plc lent irresponsibly when it approved his credit card and later increased the credit limit. What happened HSBC says Mr S first applied for a credit card in November 2004 which was approved with a credit limit of £4,500. In Januar... (3 pages)View decision -
Decision Reference DRN-5336308
30 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5336308 The complaint Ms T says Nationwide Building Society (“Nationwide”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail. In short, Ms T ... (2 pages)View decision -
Decision Reference DRN-4887777
7 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4887777 Complaint Mr B has complained that Nationwide Building Society (trading as “Nationwide”) irresponsibly provided him with a credit card. Background Mr B was provided with a credit card, which had a credit limit of £5,500.00 in November 2014. The credit limit on the account w... (5 pages)View decision -
Decision Reference DRN-5632934
1 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5632934 The complaint Miss T complains that Monzo acted irresponsibly when it granted and then increased her, current account overdraft limit because had it conducted proportionate checks it would have seen she was gambling. Miss T also complains about the granting of a credit card ... (3 pages)View decision