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 5162 results
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Decision Reference DRN8460144
13 May 2020 Valour Finance Limited UpheldBanking and creditMiss J says Valour Finance Limited trading as Savvy irresponsibly lent to her.backgroundThis complaint is about a loan Savvy provided to Miss J in August 2018.Miss J took out the loan for £1,500. This was repayable over a fifteen-month period and cost Miss J £200 per month. The total charg... (3 pages)View decision -
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-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-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-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 DRN4092702
29 Mar 2018 Provident Personal Credit Limited UpheldBanking and creditMr B complains that Provident Personal Credit Limited (trading as Satsuma) gave him loans that he couldn’t afford to repay.background Mr B was given two loans by Satsuma in 2017. He borrowed £500 in May 2017 that he agreed to pay back over the following six months. ... (3 pages)View decision -
Decision Reference DRN-4454645
21 Nov 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4454645 Complaint Miss W has complained about a loan Loans 2 Go Limited (“L2G”) provided to her. She says the loan was unaffordable as she had serious gambling issues and if L2G had carried out proportionate checks it would have seen this. Background L2G provided Miss W with a loan for... (3 pages)View decision -
Decision Reference DRN-3237628
4 Apr 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3237628 The complaint Mr S complains that Everyday Lending Limited (trading as “Trust Two”) lent him a loan he couldn’t afford. What happened Mr S took out another loan on .. ..... 2019 with Everyday Lending Limited, but this is being looked at under reference number ............ I am ... (3 pages)View decision -
Decision Reference DRN9258753
16 Jan 2020 HSBC UK Bank Plc UpheldBanking and creditMr I complains that HSBC UK Bank Plc granted his applications for personal loans which were not affordable.backgroundMr I says he applied for loans from HSBC when he was suffering from depression and was gambling heavily. He says he wasn’t working at the time but told the bank he was in em... (3 pages)View decision -
Decision Reference DRN-4731318
13 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4731318 Complaint Mrs D has complained that Santander did not reimburse her after she reported losing money in what she now believes to be a scam. Background In 2019, Mrs D was persuaded to invest in bonds issued by a company I’ll refer to as “B.” The company marketed these bonds ... (3 pages)View decision
