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-5876788
23 Oct 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5876788 The complaint Mr S complains that Bank of Scotland (“BoS”) acted irresponsibly when it granted him an overdraft and subsequent increase and failed to consider patterns of reliance on debt and hardcore borrowing What happened Mr S has held a current account with BoS for a num... (5 pages)View decision -
Decision Reference DRN0062445
21 Dec 2018 Harvey & Thompson Limited Not upheldBanking and creditMr A complains that the loans he had from Harvey & Thompson Limited were unaffordable and caused him to get into a debt spiral.backgroundMr A had four loans from Harvey and Thompson between April 2014 and June 2017 as follows:Loan Date AmountRepaymentsFrequency DueP... (3 pages)View decision -
Decision Reference DRN9363696
22 May 2017 IG Index Limited Not upheldInvestment and pensionsMr F’s complaint is about the administration of his spread betting account with IG Index Limited. IG closed three positions he held in GBP/USD. Mr F is unhappy IG closed his positions causing a large loss. Mr F thinks he had guaranteed stop loss orders which should ... (2 pages)View decision -
Decision Reference DRN-5003133
4 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5003133 The complaint Mr A complains that a number of credit cards and loans given to him by National Westminster Bank Plc (NatWest) were unaffordable for him. He argues therefore that they should not have been given to him. What happened Mr A was granted two credit cards by NatWes... (8 pages)View decision -
Decision Reference DRN-3410242
1 Apr 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3410242 The complaint Mr W complains Nationwide Building Society acted unfairly when it defaulted his accounts. What happened Mr W had two current accounts with Nationwide – a Flex account and a FlexDirect account. He says he’d been the victim of various phishing scams and there were t... (9 pages)View decision -
Decision Reference DRN3980944
26 Feb 2019 George Banco Limited UpheldBanking and creditMr A complains George Banco Limited lent him money he couldn’t afford to repay. He says it didn’t carry out adequate affordability checks. He wants a refund of interest and the balance of the debt written off. And he wants his guarantor to be released from her ob... (3 pages)View decision -
Decision Reference DRN-2541300
22 Nov 2021 TFS Loans Limited Not upheldConsumer CreditDRN-2541300 The complaint Mr R complains that TFS Loans Limited agreed a loan for him which was unaffordable for him. What happened In December 2015, Mr R applied for a loan of £7,500 with TFS to repay some debts, pay council tax and a holiday. TFS agreed the loan which was to be repaid in... (3 pages)View decision -
Decision Reference DRN9123373
25 Jul 2013 Bank of Scotland Plc UpheldBanking and creditMr U, represented by his partner Ms V, complains about irresponsible lending to him by Bank of Scotland plc. backgroundBank of Scotland provided Mr U with two personal loans of increasing size – the second in part being used to repay the first. The money was also used to repay Mr ... (3 pages)View decision -
Decision Reference DRN1761742
9 Jan 2018 Lending Stream Llc Not upheldBanking and creditMiss S complains that Lending Stream LLC gave her unaffordable instalment loans. She wants a refund, with interest.backgroundMiss S had two loans from Lending Stream between September and October 2013. She said she had other short-term loans and things got out of contr... (2 pages)View decision -
Decision Reference DRN3164446
23 May 2017 Vanquis Bank Limited Not upheldBanking and creditMr S complains that Vanquis Bank Limited wouldn’t accept a payment to his credit card balance from his spread betting account. He also complains that Vanquis then harassed him about missed credit card payments. backgroundMr S says Vanquis charged him a missed payment... (2 pages)View decision