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-5260326
4 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5260326 The complaint Mr and Mrs E says Lloyds Bank PLC (“Lloyds”) refuses to refund them for a transaction on their account they say they didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In summary, M... (3 pages)View decision -
Decision Reference DRN-4479621
24 Jan 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4479621 The complaint Ms A complains that MBNA Limited (‘MBNA Limited’) irresponsibly gave two credit card accounts that she couldn’t afford. What happened On 12 January 1999, Ms A applied for a credit card account with MBNA Limited. The account opened on 2 February 1999. On 29 March 2... (3 pages)View decision -
Decision Reference DRN-4544615
19 Apr 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4544615 The complaint Mr L complains that National Westminster Bank Plc (“NatWest”) lent to him irresponsibly when it gave him a loan that he says he couldn’t afford. What happened Mr L took out an unsecured loan for £11,000 with NatWest in May 2022. The loan was repayable over 99 mont... (3 pages)View decision -
Decision Reference DRN-4457529
14 Dec 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4457529 The complaint Mr C complains that Lloyds Bank Plc will not refund payments he says he did not make. What happened Between January and June 2022 a series of transfers and card payments were made from Mr C’s Lloyds accounts. These were either transfers to Mr C’s brother, Mr D, or... (3 pages)View decision -
Decision Reference DRN-3873837
25 Jan 2023 Zopa Bank Limited UpheldConsumer CreditDRN-3873837 The complaint Mr L complains that Zopa Bank Limited gave him personal loans without properly checking affordability or his creditworthiness. What happened Mr L took out two loans with Zopa: 1. In 2021, for £5,000 over 12 months, with a monthly payment of £489.57. 2. In 2022, fo... (3 pages)View decision -
Decision Reference DRN-4373823
30 Nov 2023 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-4373823 The complaint Miss E complains that Brent Shrine Credit Union Limited trading as My Community Bank was irresponsible in its lending to her. What happened Miss E was provided with a £15,000 loan in August 2022. She says that at the time she was suffering with anxiety and depress... (3 pages)View decision -
Decision Reference DRN-4077423
13 Apr 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4077423 The complaint Mr N has complained that Advanced Payment Solutions Limited trading as Cashplus (“Cashplus”) acted irresponsibly when it provided him with a credit card in October 2021. In addition, he has also complained that Cashplus failed to close his account or block his car... (3 pages)View decision -
Decision Reference DRN-3069691
24 Sep 2021 Everyday Lending Limited UpheldConsumer CreditDRN-3069691 The complaint Mr M complains that Everyday Lending Limited (trading as Everyday Loans) granted him a loan that was unaffordable for him. What happened In June 2017, Mr M took out a loan for £3,000 with Everyday Lending. The loan was to be repaid over 36 months with the repaymen... (3 pages)View decision -
Decision Reference DRN-5322167
16 Apr 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5322167 The complaint Mr W has complained Nationwide Building Society won’t refund him for numerous transactions he didn’t authorise. What happened In 2024 after being seriously ill and spending some time in a care home, Mr W noticed his Nationwide account had been practically empti... (3 pages)View decision -
Decision Reference DRN-5561411
11 Sep 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5561411 The complaint Mr H complains that Western Circle Ltd trading as Cashfloat gave him a loan he couldn’t afford to repay What happened In July 2024, Cashfloat gave Mr H a £500 instalment loan. It was due to be paid back over seven monthly instalments and the highest repayment a... (3 pages)View decision