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 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 -
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 DRN-4090660
26 Apr 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4090660 The complaint Mrs P complains that Capital One (Europe) plc irresponsibly lent to her. What happened Mrs P applied for a credit card online in December 2019, she was given a credit limit of £200. The credit limit wasn’t increased at any stage. The account defaulted in March 202... (2 pages)View decision -
Decision Reference DRN-1061699
28 Apr 2020 Nextcredit Limited UpheldConsumer CreditDRN-1061699 The complaintMr R complains that Nextcredit Limited was irresponsible to lend to him. What happenedMr R had three instalment loans from Nextcredit between April 2017 and August 2017 as follows: Loan Date Amount TermMonthly Repayment DueRepaid 111 Apr 2017£20055d£132.365 Jun 201... (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 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 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 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-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 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
