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
-
Decision Reference DRN-1350916
10 Jan 2020 Santander UK Plc Not upheldBanking and PaymentsThe complaint Mr P complains about charges Santander UK Plc has applied to his credit card account. What happened Mr P complained to Santander about charges applied to his credit card for cash transactions. Santander said the fees and charges had been applied correctly and in line with the... (2 pages)View decision -
Decision Reference DRN-5172084
4 Dec 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5172084 The complaint Mr G’s complaint arises out of a current account held with The Royal Bank of Scotland Plc. Mr G is unhappy that RBS blocked transactions on the account, as a result of which Mr G needed to open a second current account with a different bank. This left a credit... (2 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 DRN7234119
3 Apr 2019 Gain Credit LLC UpheldBanking and creditMr D complains about eight instalment loans that he took out with Gain Credit LLC, tradingas Lending Stream, (“LS”). He said, in summary, that LS shouldn’t have given him the loansas they were unaffordable.backgroundMr D took out eight instalment loans with LS and th... (7 pages)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-2294968
29 Mar 2021 1plus1 Loans Limited UpheldConsumer CreditDRN-2294968 Complaint Miss A has complained that 1plus 1 Loans Limited (trading as “1plus 1 Loans”) provided her with an unaffordable guarantor loan at a time when she had a gambling addiction. Background 1plus 1 Loans provided Miss A with a loan of £4,000.00 in May 2018. This loan had an... (6 pages)View decision -
Decision Reference DRN-5212085
14 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5212085 The complaint Mr M complains that HSBC UK Bank Plc declined a transaction that he made to the Home Office for a visa application. He’s also unhappy about the service he received whilst trying to resolve the issue. What happened On 30 July 2024 Mr M made a payment of £16,925.... (2 pages)View decision -
Decision Reference DRN-3204621
3 Nov 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3204621 The complaint Mrs B complains that Barclays Bank UK PLC trading as Barclaycard irresponsibly lent to her. What happened Mrs B’s credit card account was opened in 1995. An initial credit limit of £750 was approved and was later increased as follows: The credit limit was later re... (5 pages)View decision -
Decision Reference DRN-2825186
21 May 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2825186 The complaint Mr D is unhappy that Barclays Bank UK PLC approved him for a credit account which he believes was unaffordable for him at that time. What happened In March 2017, Mr D applied for a credit account with Barclays online. His application was approved, and Mr D was acc... (5 pages)View decision