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 DRN1201369
15 Nov 2019 National Westminster Bank Plc Not upheldBanking and creditMr B and Mr R, on behalf of their company (“Company W”) complain that National Westminster Bank Plc (NatWest) treated them unfairly by closing Company W’s business account. backgroundOn 11 March 2019, NatWest wrote to the directors of Company W. It said:“We have recently undertaken a revie... (2 pages)View decision -
Decision Reference DRN-5700646
18 Jul 2025 Nationwide Building Society UpheldConsumer CreditDRN-5700646 The complaint Mr J has complained, through a family member that Nationwide Building Society (“Nationwide”) gave him credit in the form of overdrafts and loans that weren’t affordable. What happened In August 2023, Mr J was granted a personal loan of £1,000 to be repaid over... (4 pages)View decision -
Decision Reference DRN-3824350
16 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3824350 The complaint Mr R complains that HSBC UK Bank Plc hasn’t refunded him after he fell victim to an impersonation scam. What happened Mr R received a message from a number he didn’t have saved on his phone. It began with, ‘Hi mum its me x I have a new phone this is my new number.... (4 pages)View decision -
Decision Reference DRN-2872584
25 Jan 2022 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-2872584 The complaint Mr L complains that Marks & Spencer Financial Services Plc won’t reimburse money he lost when he fell victim to a scam. What happened Mr L says after completion of an application to obtain bitcoins he was approached by a firm providing financial services. I’ll... (4 pages)View decision -
Decision Reference DRN-5504483
20 Nov 2025 Gain Credit LLC UpheldConsumer CreditDRN-5504483 The complaint Mr S complains that Gain Credit LLC, trading as Lending Stream, irresponsibly provided him with five loans. What happened Lending Stream provided Mr S with the following loans, each with a term of around six months: • Loan 1 for £400 provided in January 2021,... (4 pages)View decision -
Decision Reference DRN-5880714
21 Oct 2025 PROPEL HOLDINGS (UK) LIMITED UpheldConsumer CreditDRN-5880714 The complaint Mrs M complains that PROPEL HOLDINGS (UK) LIMITED trading as Quid Market was irresponsible in its lending to her. She wants all interest and charges on the loans refunded along with 8% interest and compensation of £750 for the distress and anxiety the lending h... (4 pages)View decision -
Decision Reference DRN8054600
14 Jul 2017 WDFC UK Limited UpheldBanking and creditMrs S complains about payday loans she took out with WDFC UK Limited (trading as Wonga) which she says Wonga shouldn’t have given her because the loans weren’t affordable. backgroundA summary of Mrs S’s borrowing history is as follows; loan numberloan amountreceived d... (4 pages)View decision -
Decision Reference DRN-4830715
3 Jun 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4830715 The complaint Ms T complains that Specialist Motor Finance Limited (SMFL) approved a Hire Purchase agreement for her without completing sufficient affordability checks. What happened In October 2019, Ms T acquired a used car financed through an agreement with SMFL. The cash pri... (6 pages)View decision -
Decision Reference DRN-5369252
28 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5369252 Complaint Miss J has essentially complained that Nationwide Building Society (“Nationwide”) unfairly provided her with an overdraft that was unaffordable. She also says that it continued applying charges to her overdraft even after it should have realised that she couldn’t s... (8 pages)View decision -
Decision Reference DRN-4451334
18 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4451334 The complaint Mr G complains about charges and interest applied to his account by National Westminster Bank Plc during a period of financial difficulty. What happened Mr G held a bank account with associated overdraft of £4,950 with NatWest for several years. Mr G has explaine... (4 pages)View decision