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-2858506
25 Jun 2021 Lloyds Bank PLC UpheldBanking and PaymentsDRN-2858506 Complaint Mr G has complained that Lloyds Bank PLC (“Lloyds”) unfairly continued applying charges to his overdraft when he was in difficulty and shouldn’t have even been provided with the facility in the first place. Background One of our adjudicators looked at this complaint ... (2 pages)View decision -
Decision Reference DRN6853905
10 Oct 2019 Provident Personal Credit Limited UpheldBanking and creditMr D complains that Provident Personal Credit Limited (trading as Satsuma Loans) carried out insufficient affordability checks before lending to him.backgroundMr D had two loans from Satsuma between February 2017 and June 2017 as follows:Loan Date AmountTermRepayment DueStatus 123 Feb 2017... (2 pages)View decision -
Decision Reference DRN-3245507
2 Feb 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3245507 The complaint Mr E has complained that Santander UK Plc continued charging him excessive amounts for his overdraft when he was in financial difficulty. What happened Mr E complained to Santander about the charges that had been applied to his account. Santander didn’t uphold the... (2 pages)View decision -
Decision Reference DRN-3150511
24 Nov 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3150511 Complaint Mr R has complained that HSBC UK Bank Plc (“HSBC”) unreasonably continued applying charges to his overdraft in circumstances where it unreasonably allowed him to continually exceed his agreed limit. Background One of our adjudicators looked at this complaint and HSBC... (2 pages)View decision -
Decision Reference DRN-5527434
21 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5527434 The complaint Mr G complains that National Westminster Bank Public Limited Company (NatWest) have irresponsibly lent to him. Mr G is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they... (2 pages)View decision -
Decision Reference DRN-4719768
4 Jun 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4719768 The complaint Mr D complains Starling Bank Limited (“Starling”) refuses to refund him for transactions on his account he says he did not authorise. What happened Mr D says that several transactions between September and December 2023 were made on his account without his authori... (2 pages)View decision -
Decision Reference DRN3012493
3 Sep 2018 Elevate Credit International Limited Not upheldBanking and creditMiss T complains that Elevate Credit International Limited (trading as Sunny) gave her loans that she couldn’t afford to repay.backgroundMiss T was given four loans by Sunny between August and October 2017. Each of the loans was repayable in six monthly instalments. At... (2 pages)View decision -
Decision Reference DRN3105472
26 Nov 2018 Tesco Personal Finance PLC UpheldBanking and creditMr P complains Tesco Personal Finance PLC applied a charge to his credit card account when he used it to pay a deposit. backgroundMr P purchased a new bike. To pay for the bike he took out a 0% finance agreement through a third party finance company. For ease I’ll re... (2 pages)View decision -
Decision Reference DRN7558192
27 Nov 2018 Nationwide Building Society Not upheldBanking and creditMr F complains that Nationwide Building Society withdrew his overdraft facility and wouldn’t accept his offer to reduce it by £50 per month.backgroundMr F had an overdraft facility of £500 on his current account with Nationwide. In May 2018 Nationwide wrote to Mr F ... (2 pages)View decision -
Decision Reference DRN6745557
31 Aug 2017 Cash On Go Limited Not upheldBanking and creditMr N complains that Cash On Go Ltd (trading as Peachy) gave him loans that he couldn’t afford to repay. He asks that it refunds interest and charges and removes information about the loans from his credit file. Mr N is represented by a claims management company.backgrou... (2 pages)View decision
