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 5125 results
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Decision Reference DRN2679773
28 Jun 2013 National Westminster Bank Plc Not upheldBanking and creditMr K says National Westminster Bank Plc is wrong to hold him responsible for transactions in favour of a company offering gambling services. The transactions were apparently made using his computer and security information, including a secure password. Mr K says his computer was hacked... (1 page)View decision -
Decision Reference DRN-2856008
20 Aug 2021 TSB Bank plc Not upheldBanking and PaymentsDRN-2856008 The complaint Mr P complains that TSB Bank plc won’t refund payments he didn’t make from his account. What happened Mr P says that his card must have been lost when he was out on 12 March 2020. He had made a balance enquiry and thinks his PIN was seen over his shoulder. He late... (3 pages)View decision -
Decision Reference DRN-4652026
26 Mar 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4652026 Complaint Ms S complains that Startline Motor Finance Limited (“Startline”) unfairly entered into a hire- purchase agreement with her. She’s said the monthly payments to the agreement were not affordable and so she shouldn’t have been accepted for it. Background In January 2022... (5 pages)View decision -
Decision Reference DRN9199128
24 Dec 2019 Santander UK Plc Not upheldBanking and creditMr A complains Santander UK Plc are holding him liable for transactions he didn’t authorise. He also says Santander allowed direct debits to go through when there weren’t enough funds in his account, and he incurred charges. And he’s unhappy he was charged overdraft fees even though he did... (5 pages)View decision -
Decision Reference DRN-3126749
9 Sep 2022 National Westminster Bank Plc UpheldConsumer CreditDRN-3126749 The complaint Mr O complains that National Westminster Bank Plc (‘NatWest’) irresponsibly gave him four loans that he couldn’t afford. What happened On 8 January 2018 Mr O applied for and was given a personal loan for £1,000. Each subsequent loan repaid the former loan. On 23 A... (4 pages)View decision -
Decision Reference DRN-5795585
22 Sep 2025 Nationwide Building Society UpheldConsumer CreditDRN-5795585 The complaint Mr O complains that three loans made to him by Nationwide Building Society were unaffordable for him and shouldn’t have been made to him. What happened Mr O complained to Nationwide in May 2024 about three loans that it had made to him between 2012 and 2014. He... (4 pages)View decision -
Decision Reference DRN-3314458
14 Feb 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3314458 The complaint Mr and Mrs S complain that HSBC UK Bank Plc (“HSBC”) has refused to refund payments they made using their HSBC Visa debit card. They made these payments to Optionstarsglobal, which turned out to be a fraudulent binary options company. What happened The circumstan... (5 pages)View decision -
Decision Reference DRN5882847
22 Jun 2020 Oakbrook Finance Limited UpheldBanking and creditMrs E thinks that Oakbrook Finance Limited, trading as Likely Loans, treated her unfairly when it lent her money in August 2018.background In August 2018, Likely Loans lent Mrs E £1,000, which Mrs E agreed to repay, with interest, over 12 months. The monthly repayments were £115.96, and if... (3 pages)View decision -
Decision Reference DRN2164980
26 Jun 2018 Active Securities Limited UpheldBanking and creditMr D says Active Securities Limited, trading as 247 Moneybox, lent to him irresponsibly. He says 247 Moneybox didn’t carry out the right affordability checks and lent to him when he was also borrowing from various other lenders.backgroundI issued a provisional decision o... (6 pages)View decision -
Decision Reference DRN-4074097
23 Jun 2023 Valour Finance Limited Not upheldConsumer CreditDRN-4074097 The complaint Mrs M, through her representative, complains that Valour Finance Limited, trading as Savvy.co.uk (Valour) lent to her when she could not afford it. What happened Mrs M took one loan with Valour in November 2018 for £550. The interest payable was £549.92 and so the... (3 pages)View decision
