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 DRN-4795003
21 May 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4795003 The complaint Mr D feels that Vanquis Bank Limited provided him with new and existing credit which he couldn’t afford. What happened In July 2016, Mr D successfully applied to Vanquis for a credit account, and he received a credit card from Vanquis with an initial credit limit ... (4 pages)View decision -
Decision Reference DRN-5359848
27 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5359848 The complaint Mr C complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional dec... (4 pages)View decision -
Decision Reference DRN-2931848
14 Dec 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2931848 Complaint Mr R has complained that HSBC UK Bank Plc (“HSBC”) unfairly increased his overdraft and continued applying charges when he was in financial difficulty. Background One of our investigators looked at this complaint and thought that HSBC ought to have realised that Mr R... (2 pages)View decision -
Decision Reference DRN5404348
9 Sep 2019 Nationwide Building Society Not upheldBanking and creditMr and Mrs K complain about a number of disputed transactions on their joint account and that Nationwide Building Society didn’t process a chargeback on the transactions. backgroundAround 2012 a significant number of debit card transactions were made on Mr and Mrs K’s current account to on... (2 pages)View decision -
Decision Reference DRN-4024710
1 Apr 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4024710 The complaint Miss M complains that NewDay Ltd trading as Fluid Credit Card irresponsibly allowed her to open a credit card account which was unaffordable. What happened Miss M says she opened the Fluid account in December 2021 but says the application should not have been appr... (2 pages)View decision -
Decision Reference DRN7055965
28 Jun 2017 HSBC Bank plc UpheldBanking and creditMiss H complains that HSBC Bank Plc did not act responsibly when it allowed her to take out multiple personal loans when it knew she was experiencing financial hardship as a result of a compulsive addiction. She would like the bank to reduce the amount she owes. backgr... (2 pages)View decision -
Decision Reference DRN4813745
15 Aug 2013 The Co-operative Bank Plc Not upheldBanking and creditMiss A complains that The Co-operative Bank Plc (“the Co-op”) has held her liable for the value of transactions on her account that she says she did not authorise. backgroundMiss A had a current account which she says she had stopped using. She had opened an account with another bank and... (2 pages)View decision -
Decision Reference DRN3891515
14 Aug 2017 HSBC Bank plc Not upheldBanking and creditMr D complains that HSBC Bank Plc lent to him irresponsibly, and didn’t treat him sympathetically when he experienced financial hardship. backgroundI issued a provisional decision in July this year saying why I didn’t think this complaint should be upheld. I said:“Mr D ... (2 pages)View decision -
Decision Reference DRN-4411464
15 Nov 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4411464 The complaint Miss F says Lloyds Bank PLC irresponsibly lent to her. What happened Miss F opened a credit card with Lloyds in November 2012. She was given a £750 credit limit; this was increased to £1,250 in August 2013 and to £1,750 in September 2014. It was then reduced to £1... (2 pages)View decision -
Decision Reference DRN-4573597
22 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4573597 The complaint Mr M complains that HSBC UK Bank Plc (trading as first direct) won’t refund the money he lost when he fell victim to a scam. What happened In late 2021, Mr M saw a video on his phone showing investments being discussed on a well-known television show. This prompte... (6 pages)View decision