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 4808 results
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Decision Reference DRN4769414
20 Apr 2018 Active Securities Limited UpheldBanking and creditMr C complains that Active Securities Limited trading as 247 Moneybox lent him money that he couldn’t afford to repay.backgroundMr C took out 13 loans with 247 Moneybox between January 2016 and March 2017. He doesn’t think it carried out enough checks before agreeing t... (3 pages)View decision -
Decision Reference DRN-3377814
7 Apr 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3377814 The complaint Miss M says the charges HSBC UK Bank Plc (“HSBC”) applied to her overdraft were unfair and made it extremely difficult to pay off. She is also unhappy about the amount of compensation awarded to her following an internal review of its recoveries process. What happ... (3 pages)View decision -
Decision Reference DRN-5288699
13 Feb 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5288699 The complaint Mr M complains that Capital One (Europe) plc was irresponsible in its lending to him. He wants all interest and charges he has paid refunded along with statutory interest and any adverse information recorded in regard to this account removed from his credit fil... (3 pages)View decision -
Decision Reference DRN-5486931
1 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5486931 The complaint Mr S complains Vanquis Bank Limited (“Vanquis”) lent a credit card to him irresponsibly. What happened In March 2023 Mr S applied for a credit card with Vanquis. The application was accepted, and he was provided with a credit limit of £1,200. In December 2023, ... (3 pages)View decision -
Decision Reference DRN4643305
27 Mar 2018 Madison CF UK Limited Not upheldBanking and creditMr M complains that Madison CF UK Limited (trading as 118118 Money) mis-sold him a loan he couldn’t afford.backgroundIn April 2016 Mr M borrowed £2,500 from 118118 Money. This was to be repaid in 24 monthly instalments of just under £200, paid by direct debit. But a... (2 pages)View decision -
Decision Reference DRN7774201
19 Sep 2017 Western Circle Limited Not upheldBanking and creditMr E complains that Western Circle Ltd (trading as Cashfloat) gave him loans that he couldn’t afford to repay.backgroundMr E was given ten loans by Cashfloat between February 2015 and August 2016. All of the loans were repayable by two or three equal monthly instalmen... (3 pages)View decision -
Decision Reference DRN-3732915
17 Oct 2022 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-3732915 The complaint Mr F complains that Sainsbury's Bank Plc irresponsibly gave him a loan that he couldn’t afford. For simplicity, I will refer to the business throughout as ‘Sainsbury’s’. What happened In November 2020, Mr F applied for a loan with Sainsbury’s. He was given a ... (4 pages)View decision -
Decision Reference DRN-3386904
25 Apr 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3386904 The complaint Mr W complains that Everyday Lending Limited lent to him irresponsibly. What happened Mr W took one loan with Everyday Lending. It was approved for him on 22 May 2019 for £3,100 repayable over 36 months at £247.09 each month. The total charge for credit was £5,795... (4 pages)View decision -
Decision Reference DRN4126916
3 Mar 2021 Next Retail Limited UpheldBanking and creditMiss S complains that Next Retail Limited acted irresponsibly in increasing her credit limit on her NextPay account in July 2017. background The background to this complaint was set out in the provisional decision I issued in January 2021. An extract from this is attached and forms part of... (7 pages)View decision -
Decision Reference DRN-4630815
5 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4630815 The complaint Mr C is complaining that National Westminster Bank Plc lent to him irresponsibly by providing him with an overdraft on two separate occasions. What happened In September 2021, NatWest approved Mr C’s application for an overdraft, giving him a limit of £500 and the... (4 pages)View decision
