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 5118 results
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Decision Reference DRN-4029636
17 Mar 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4029636 The complaint Mr T complains that NewDay Ltd trading as Aqua (‘Aqua’) has registered a marker against him at CIFAS – the national fraud database. What’s happened? Mr T’s Aqua credit card account was opened in April 2019. In January 2020, Aqua registered a marker against Mr T wi... (2 pages)View decision -
Decision Reference DRN2175262
18 Oct 2018 Nationwide Building Society Not upheldBanking and creditMr R complains that Nationwide Building Society used their right of set off to take all the money he had in his bank account to reduce a loan he had with them.backgroundMr R had a loan from Nationwide and, due to missed payments, a default notice was sent on 29 S... (2 pages)View decision -
Decision Reference DRN-3157377
8 Dec 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3157377 The complaint Mr A has complained that HSBC UK Bank Plc (“HSBC”) acted unfairly by continuing to apply charges to his account when he was in financial difficulty. What happened Mr A complained to HSBC after it continued to apply charges to his account when he was in financial d... (3 pages)View decision -
Decision Reference DRN-3244990
3 Feb 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3244990 The complaint Mr Y has complained that Lloyds Bank Plc should not have provided him with an overdraft facility. What happened Mr Y complained to Lloyds about the overdraft facility on his account, he said that he was struggling with gambling and payday lending and that Lloyds t... (2 pages)View decision -
Decision Reference DRN-5321357
19 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5321357 The complaint Mr M complains that Nationwide Building Society (NBS) acted irresponsibly in agreeing to his application for a credit card. What happened In June 2024 Mr M applied for a credit card account with NBS. His application was successful and a credit limit of £4,500 w... (3 pages)View decision -
Decision Reference DRN-5298768
27 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5298768 The complaint Mr D complains that Vanquis Bank Limited irresponsibly lent to him. Mr D is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr D himself. What happe... (2 pages)View decision -
Decision Reference DRN1055479
7 Dec 2018 Uncle Buck Finance LLP UpheldBanking and creditMr B says Uncle Buck Finance LLP lent to him irresponsibly. He says it wasn’t fair for Uncle Buck to lend to him as he had many other payday loans at the same time.backgroundI sent Mr B and Uncle Buck my provisional decision on 19 November 2018. A copy of it is ... (6 pages)View decision -
Decision Reference DRN-4234962
11 Jul 2023 FUND OURSELVES LIMITED Not upheldConsumer CreditDRN-4234962 The complaint Mr M complains that FUND OURSELVES LIMITED (FOL), lent to him irresponsibly, because Mr M had multiple and recent payday loan application refusals and he says FOL ought to have known that and not lent to him. What happened Mr M took one loan with FOL for £250 repa... (6 pages)View decision -
Decision Reference DRN-5840751
24 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5840751 The complaint Miss F has complained National Westminster Bank Public Limited Company won’t refund transactions she didn’t make. She’s also concerned at how NatWest managed her complaint. What happened In July 2024 Miss F suddenly noticed many transactions made using her NatW... (2 pages)View decision -
Decision Reference DRN-4696970
30 Oct 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4696970 The complaint Mr M complains that Lloyds Bank PLC hasn’t refunded him after he reported falling victim to a scam. What happened Mr M was introduced to a form of investment with a company I’ll refer to as B. He was referred to them by a broker that had presented opportunities... (5 pages)View decision
