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 4808 results
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Decision Reference DRN-5230828
18 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5230828 The complaint Mr E complains that National Westminster Bank Plc (“NatWest”), lent to him irresponsibly by increasing his overdraft limit without carrying out proper affordability checks. What happened In December 2023 NatWest approved an increase in Mr E’s overdraft limit fr... (3 pages)View decision -
Decision Reference DRN-3050908
15 Sep 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-3050908 The complaint Ms M complains that NewDay Ltd trading as Aqua irresponsibly increased the credit limit on her credit card account which was unaffordable. What happened Ms M says she has no issue with Aqua’s decision to allow her to open a credit card account in 2016 with a credi... (3 pages)View decision -
Decision Reference DRN-4035400
21 Nov 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4035400 The complaint Mr F complains that National Westminster Bank Plc (NatWest) won’t refund the money he lost when he fell victim to a scam. What happened Mr F was looking into cryptocurrency when he was contacted via social media about an investment opportunity. Unfortunately, the ... (3 pages)View decision -
Decision Reference DRN-3722035
27 Sep 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3722035 The complaint Mrs B complains that NewDay Ltd irresponsibly gave her an Amazon Mastercard credit card account that she couldn’t afford. For simplicity I will refer to the business as ‘NewDay’. What happened On 2 April 2020, Mrs B applied for a credit account with NewDay. She wa... (3 pages)View decision -
Decision Reference DRN-4937895
14 Aug 2024 Salad Finance Limited Not upheldConsumer CreditDRN-4937895 The complaint Mr M complains that Salad Finance Limited lent to him irresponsibly. What happened Mr M took one loan in November 2023 for £500. The monthly repayment cost was £57.52 for 12 months. The total to repay including interest was £689.58. After Mr M had complained S... (3 pages)View decision -
Decision Reference DRN-2430892
12 Feb 2021 Stagemount Limited UpheldConsumer CreditDRN-2430892 The complaint Mr L complains that Stagemount Limited lent to him in an irresponsible manner. What happened Mr L took out one loan for £600 with Stagemount in April 2018. Mr L agreed to repay the loan over 6 monthly instalments of £187.52. Mr L says that at the time of taking ou... (3 pages)View decision -
Decision Reference DRN6266385
1 Jul 2014 HSBC Bank plc Not upheldBanking and creditMr C complains that HSBC Bank Plc is holding him responsible for a debt arising from some disputed transactions on his account. The bank has closed Mr C’s account and recorded adverse information on his credit record. Mr C says he is the victim of fraud and wants HSBC to provide him wit... (2 pages)View decision -
Decision Reference DRN-4158082
28 Oct 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4158082 The complaint Mr W complains about a cash advance fee applied to his credit card account by Clydesdale Bank Plc trading as Virgin Money. What happened In September 2021, Mr W opened a credit card account with Virgin Money. In July 2022 Mr W used his Virgin Money credit card to ... (3 pages)View decision -
Decision Reference DRN-2142942
30 Sep 2020 Everyday Loans Limited Not upheldConsumer CreditDRN-2142942 The complaint Mrs K has complained that Everyday Lending Limited trading as Everyday Loans lent to her irresponsibly. What happened Mrs K was given a loan of £7,500 by Everyday Loans in July 2014. The loan was due to be repaid in 48 monthly instalments of around £332. The total... (3 pages)View decision -
Decision Reference DRN-2476748
6 Jan 2021 TFS Loans Limited UpheldConsumer CreditDRN-2476748 Complaint Mr F has complained that TFS Loans Limited (“TFS Loans”) irresponsibly provided him with an unaffordable guarantor loan. He says that he shouldn’t have been given the loan as he had financial difficulties as well as a gambling addiction. Background TFS Loans provided... (10 pages)View decision
