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-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-5011026
8 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5011026 The complaint Mr D complains that Barclays Bank UK Plc (“Barclays”) didn’t do enough to protect him when his account was used by an individual known to him. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead... (5 pages)View decision -
Decision Reference DRN-5893272
21 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5893272 The complaint Mr D complains that American Express Services Europe Limited (Amex) lent to him irresponsibly. What happened Mr D opened a gold credit card account with Amex in June 2021 with a credit limit of £18,000. No further limit increases were provided on this account. ... (4 pages)View decision -
Decision Reference DRN-5523543
4 Sep 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5523543 The complaint Mr S complains that OAKBROOK FINANCE LIMITED trading as Likely Loans was irresponsible in its lending to him. What happened Mr S was provided with two loans by Likely Loans the details of which are set out below. LoanDate Amount Term Monthly repayment 1 Novembe... (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 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-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