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-5703743
21 Jul 2025 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5703743 The complaint Mr R’s complaint is that Marks & Spencer Financial Services Plc (M&S Bank) acted irresponsibly by provided him with a credit card which was unaffordable for him. What happened M&S Bank approved Mr R with a credit card with a limit of £5,000 in April... (5 pages)View decision -
Decision Reference DRN4308512
2 Mar 2020 TSB Bank plc Not upheldBanking and creditComplaintMr M has complained that TSB Bank Plc won’t refund unauthorised transactions and that it failed to make a reasonable adjustment.BackgroundMr M is deaf. He requires a British Sign Language interpreter when talking to others. He uses the Next Generation Text (NGT) relay service to m... (3 pages)View decision -
Decision Reference DRN-3656321
18 Aug 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3656321 The complaint Mr K has complained that National Westminster Bank PLC (NatWest) won’t refund him for disputed transactions he didn’t make or authorise. What happened Mr K has a current account with NatWest. Between 28 March and 28 April 2020 Mr K’s debit card was used to make se... (3 pages)View decision -
Decision Reference DRN-3027217
9 Nov 2021 Logbook Money Limited UpheldConsumer CreditDRN-3027217 The complaint Mr W has complained that Logbook Money Limited (“LML” or “the lender”) was irresponsible to have agreed credit for him. What happened LML provided Mr W with a loan of £750 in October 2019. The total amount of £2,437.50, including interest and charges, was to be r... (3 pages)View decision -
Decision Reference DRN-5583769
3 Nov 2025 IG Trading and Investments Limited Not upheldInvestmentsDRN-5583769 The complaint Mr P complains IG Trading and Investments Limited trading as IG (‘IG’) allowed him to trade when it shouldn’t have and so caused him a financial loss. What happened Mr P had a number of accounts with IG including accounts for spreadbetting and trading contracts... (3 pages)View decision -
Decision Reference DRN-1592744
14 May 2020 Apfin Ltd Not upheldConsumer CreditDRN-1592744 The complaintMr M complains that APFIN LTD (trading as cashasap.co.uk) “Cashasap” was irresponsible in its lending to him. What happenedThis complaint is about the instalment loan Cashasap provided to Mr M in January 2018. The loan was for £250 repayable over three monthly inst... (2 pages)View decision -
Decision Reference DRN9971409
28 Jan 2016 Santander UK Plc UpheldBanking and creditMrs M complains that Santander UK Plc is holding her responsible for borrowing she says she knew nothing about.backgroundMrs M says that her ex-partner, who she had met online, made an application for a credit card in her name. He then used this for gambling without he... (2 pages)View decision -
Decision Reference DRN3761833
27 Mar 2021 Everyday Lending Limited UpheldBanking and creditIn summary, Mr T has complained that Everyday Lending Limited (ELL) provided him with a loan when he wasn’t able to afford it. background In December 2017 ELL gave Mr T a loan for £3,000 repayable over three years. It was a high interest loan with an interest rate of 149.3% APR. The total ... (5 pages)View decision -
Decision Reference DRN7965727
13 Nov 2019 National Westminster Bank Plc Not upheldBanking and creditMr O complains that National Westminster Bank Plc (“NatWest”) acted irresponsibly when it lent him money in 2013.background I issued my provisional decision to both parties on 24 October 2019. A copy of this is attached below and forms part of this final decision. In my provisional decisio... (5 pages)View decision -
Decision Reference DRN-2956794
20 Sep 2021 Oplo PL Ltd UpheldConsumer CreditDRN-2956794 The complaint Mr T has complained that Oplo PL Ltd (trading as “1st Stop”) lent to him irresponsibly. What happened 1st Stop provided Mr T with a personal loan of £5,000.00 in July 2016. This loan had a 40- month term with a monthly repayment amount of £180.07. This all meant ... (5 pages)View decision