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 5443 results
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Decision Reference DRN5927818
2 Feb 2018 MBNA Limited Not upheldBanking and creditMrs P complains that MBNA Limited won’t remove a default marker from her credit file, relating to her outstanding credit card balance. Mr P complains on her behalf.backgroundIn May 2016 Mrs P opened a credit card account with MBNA. Mrs P said her son made the app... (3 pages)View decision -
Decision Reference DRN-5978495
26 Nov 2025 Lendable Ltd Not upheldConsumer CreditDRN-5978495 The complaint Miss B complains that Lendable Ltd (“Lendable”) irresponsibly provided her with a loan and didn’t conduct sufficient affordability checks whilst she was struggling financially, was suffering from mental health issues and had a gambling addiction. What happened... (4 pages)View decision -
Decision Reference DRN4560632
30 Sep 2019 National Westminster Bank Plc Not upheldBanking and creditComplaintMiss E complained because National Westminster Bank Plc refused to refund a number of debits to a betting firm. They were for around £6,500, and Miss E said she hadn’t authorised them.BackgroundStarting on 5 May 2017, around £6,500 was debited to Miss E’s NatWest account in favour... (4 pages)View decision -
Decision Reference DRN-3070416
30 Nov 2021 Advantage Finance Ltd UpheldConsumer CreditDRN-3070416 The complaint Mr E believes Advantage Finance Ltd acted irresponsibly by agreeing a hire purchase agreement he’d applied for. What happened On 6 January 2016, Mr E took out a hire purchase with Advantage. The loan was for £3,975 over 48 months, with 47 monthly repayments of £14... (4 pages)View decision -
Decision Reference DRN2952282
30 May 2019 Casheuronet UK LLC UpheldBanking and creditMr G says CashEuroNet UK LLC trading as QuickQuid irresponsibly lent to himbackgroundThis complaint is about 7 payday loans QuickQuid provided to Mr G between 4 September 2017 and 29 March 2018. There were also a number of top-ups to these loans. For ease of referen... (5 pages)View decision -
Decision Reference DRN3881594
10 Apr 2018 Gain Credit LLC UpheldBanking and creditMiss D complains that Gain Credit LLC (trading as Lending Stream) gave her loans that she couldn’t afford.backgroundMiss D took a total of 28 loans with Lending Stream between Apr 2015 and Aug 2017.LoanDateLoan amount Total amount repaidDate repaid in full18 Apr 2015... (4 pages)View decision -
Decision Reference DRN6499038
5 Sep 2013 Lloyds TSB Bank Plc Not upheldBanking and creditMr T complains that Lloyds TSB Bank plc did not act responsibly in providing him with an overdraft, and that it should not have increased his overdraft limit. The complaint is brought on Mr T’s behalf by his father, Mr D.backgroundMr D said that when he discovered that Lloyds TSB had p... (2 pages)View decision -
Decision Reference DRN6426589
30 May 2017 National Westminster Bank Plc Not upheldBanking and creditMr L complains that National Westminster Bank Plc blocked one of his betting payments which stopped him from winning more than £8,000.backgroundMr L tried to use his NatWest debit card to pay for a bet of £22,000 to win £8,800 in November 2016 – but the payment (... (2 pages)View decision -
Decision Reference DRN8838540
5 Feb 2016 Cash On Go Limited Not upheldBanking and creditMr G complains that Cash On Go Limited (trading as Peachy.co.uk) lent to him irresponsibly.backgroundMr G took and repaid a number of loans from Peachy during 2012. He says that he was taking loans practically every month during the period, and that they were all unaf... (2 pages)View decision -
Decision Reference DRN-3499877
2 Sep 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3499877 The complaint Mr B complains about the service he received from HSBC UK Bank Plc when his overdraft was removed. What happened Mr B has an account with HSBC. The account had an overdraft facility, but HSBC removed it. In July 2021 Mr B complained that it had done so. This servi... (2 pages)View decision