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 DRN-5274021
13 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5274021 The complaint This complaint is brought on behalf of the estate of Mr B. Mrs B is acting as the deceased’s representative for the purposes of this complaint. She complains that National Westminster Bank Plc (‘NatWest’) irresponsibly granted Mr B credit card accounts that he ... (4 pages)View decision -
Decision Reference DRN-5274025
13 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5274025 The complaint This complaint is brought on behalf of the estate of Mr B. Mrs B is acting as the deceased’s representative for the purposes of this complaint. She complains that National Westminster Bank Plc (‘NatWest’) irresponsibly increased the limits on two overdrafts. Sh... (4 pages)View decision -
Decision Reference DRN-1965493
28 Apr 2021 Advancis Limited UpheldConsumer CreditDRN-1965493 The complaint Mr P complains that Advancis Limited trading as Buddy Loans lent to him irresponsibly. What happened Mr P was given a guarantor loan of £1,500 by Buddy Loans in September 2018 to be paid in 12 instalments of around £155 per month. The total amount to be repaid ove... (4 pages)View decision -
Decision Reference DRN3387978
26 Oct 2018 Creation Consumer Finance Ltd UpheldBanking and creditMrs S complains that Creation Consumer Finance Ltd charged her cash handling fees on her credit card when she used it to purchase gift cards. backgroundIn March and April 2018 Mrs S used her Creation credit card to purchase three gift cards from the same retailer. One... (3 pages)View decision -
Decision Reference DRN6161442
10 Mar 2020 Avantcredit Of Uk, Llc UpheldBanking and creditComplaintMr C complains that AvantCredit Of UK, LLC (“AvantCredit”) acted irresponsibly by lending him money in March 2016.Background The background to this complaint and my provisional findings are set out in my provisional decision dated 21 February 2020 – a copy of which is attached and... (5 pages)View decision -
Decision Reference DRN7914721
15 Jun 2016 Santander UK Plc Not upheldBanking and creditMrs R complains that Santander UK plc allowed someone else to make payments and to transfer money from her account, without her consent. She’s lost more than £40,000 as a result. She’s brought this complaint with the help of her daughter, Mrs H. backgroundMrs R sold ... (4 pages)View decision -
Decision Reference DRN-3221027
14 Jan 2022 Valour Finance Limited UpheldConsumer CreditDRN-3221027 The complaint Mr B complains that Valour Finance Limited trading as Savvy.co.uk acted irresponsibly when lending to him. What happened Savvy provided Mr B with a loan as follows: Date Taken Date Repaid Monthly Instalments Loan Amount Monthly Repayment 08/05/2021 outstanding 15 ... (4 pages)View decision -
Decision Reference DRN-5250985
17 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5250985 The complaint Mr L, through a representative, says Vanquis Bank Limited irresponsibly lent to him. What happened Mr L took out a credit card from Vanquis on 7 October 2019. He was given a £1,000 credit limit. This was subsequently reduced to £450 and then increased to £900 o... (3 pages)View decision -
Decision Reference DRN7446169
26 Jan 2021 Bank of Scotland Plc UpheldBanking and creditComplaint Miss A complains, in summary, that Bank of Scotland plc did not help her recover all the money she paid to a binary options trading platform using her Bank of Scotland Mastercard credit card. Background After seeing a well-known celebrity advertising a company, T Ltd, offering bi... (3 pages)View decision -
Decision Reference DRN-4576166
23 Apr 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4576166 The complaint Mr C has complained that Creation Consumer Finance Ltd (“Creation”) acted irresponsibly when it provided him with a £2,500 loan in April 2021. Background Mr C applied for a £2,500 loan over 30 months with Creation in April 2021. He has said that at the time he alr... (3 pages)View decision
