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-3996788
9 Mar 2023 Lendable Ltd UpheldConsumer CreditDRN-3996788 The complaint Mr S complains that Lendable Ltd lent to him irresponsibly. What happened Mr S’s complaint is about a loan provided by Lendable. The loan was advanced in April 2022 for £5000 over a term of 60 months with monthly repayments of £107.90. Mr S says the lending was ir... (2 pages)View decision -
Decision Reference DRN-4405713
8 Jan 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4405713 The complaint Mr B complains about charges that were applied to his credit card account following four transactions he made on his credit card with Clydesdale Bank Plc, trading as Virgin Money. What happened Mr B holds a credit card account with Virgin Money. Across June and Ju... (2 pages)View decision -
Decision Reference DRN-3042754
19 Jan 2022 Metro Bank PLC Not upheldBanking and PaymentsDRN-3042754 The complaint Mr E complains about his bank Metro Bank Plc. He says it didn’t do enough to recover the payments he made to an investment scam company. What happened The background of this complaint is well known to both parties, so I don’t intend to repeat what happened in much... (2 pages)View decision -
Decision Reference DRN5680301
25 Mar 2020 Capital One (Europe) plc Not upheldBanking and creditMr R complains that Capital One (Europe) plc did not close his account when it should have done thereby letting him run up further debt as a result. background In July 2017 Mr R contacted Capital One. He said he told it he had been using his account to spend on gambling to which he was add... (3 pages)View decision -
Decision Reference DRN4358147
30 Oct 2017 Nationwide Building Society Not upheldInvestment and pensionsMr H complains that Nationwide Building Society’s advice to invest in a Guaranteed Equity Bond was unsuitable. Mr H is being represented by a claims management company (CMC).backgroundMr H complained that the advice to invest in the World Guaranteed Equity Bond in 1999 ... (2 pages)View decision -
Decision Reference DRN-4440346
11 Jan 2024 Vanquis Bank Limited Not upheldConsumer CreditDRN-4440346 The complaint Mr H complains that Vanquis Bank Limited (‘Vanquis’) irresponsibly gave him a loan that he couldn’t afford. What happened On 12 July 2022, Mr H asked for and was given a loan for £3,000 which had a term of two years. In 2023, Mr H complained to Vanquis to say that... (2 pages)View decision -
Decision Reference DRN-3781587
10 Nov 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3781587 The complaint Mr P complains that HSBC UK Bank Plc (‘HSBC Bank’) irresponsibly gave him a credit card account that he couldn’t afford. What happened On 22 November 2018, Mr P’s credit card was opened by HSBC Bank with an initial credit limit of £4,000. This credit limit was nev... (2 pages)View decision -
Decision Reference DRN-4663375
3 Apr 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4663375 The complaint Mr B is complaining about Zopa Bank Limited because he says it lent irresponsibly when providing him with a credit card. He says he had a gambling problem for which he’s receiving treatment and he shouldn’t have been given access to further credit. What happened O... (4 pages)View decision -
Decision Reference DRN-5350692
27 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5350692 The complaint Mr J has complained that National Westminster Bank Plc (“NatWest”) mis-sold him a fee- paying Reward Black packaged bank account in February 2019. Mr J said that he was told that he had to get the account in order to take out an overdraft. Mr J said that his ea... (3 pages)View decision -
Decision Reference DRN-2372555
24 Nov 2020 Greenlight Credit Ltd UpheldConsumer CreditDRN-2372555 The complaint Mr C has complained that Greenlight Credit Ltd trading as Varooma lent to him irresponsibly. What happened I issued a provisional decision about this complaint in November 2020 that I summarise below. Mr C was given two logbook loans by Varooma in May and November... (4 pages)View decision