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 DRN6546892
31 Jul 2013 National Westminster Bank Plc Not upheldBanking and creditMr G is unhappy about transactions that National Westminster Bank plc allowed spending on his credit card that exceeded what he believed was his spending limit of £6,000. He also complains about contradictory advice he received about what his actual limit was and the reasons why some t... (2 pages)View decision -
Decision Reference DRN0344861
31 Mar 2019 IG Index Limited Not upheldInvestment and pensionsMr P has a spread betting account with IG Index Limited. He says he has been treated unfairly by IG in a number of ways. His points include: IG should not have allowed him to open a spread betting account. IG’s interests conflict with his – it profits from his ... (12 pages)View decision -
Decision Reference DRN3240360
25 Nov 2019 Tesco Personal Finance PLC Not upheldBanking and creditMr W complains about a handling fee and interest Tesco Personal Finance Plc (trading as Tesco Bank) charged on his credit card. He says Tesco Bank shouldn’t have treated a payment he made as a cash transaction. backgroundMr W used his credit card to make a payment of £5,014 to clear the fi... (2 pages)View decision -
Decision Reference DRN-5650268
19 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5650268 The complaint Ms L complains that Nationwide Building Society didn’t give her the offered payment of £175 when she switched her account. What happened Ms L explains that she applied to switch her account to Nationwide on 8 January 2025. She set a switch date of 5 February 20... (3 pages)View decision -
Decision Reference DRN-4307831
4 Jan 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4307831 The complaint Mr J complains that his personal data was received by a third party due to a mistake made by TSB Bank plc (“TSB”). Mr J doesn’t believe the level of compensation TSB has offered is enough to settle his complaint. What happened TSB says it received a DSAR request f... (3 pages)View decision -
Decision Reference DRN-4472557
18 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4472557 The complaint Mr B complains that NewDay Ltd trading as Aqua (‘NewDay Ltd’) irresponsibly gave him a credit card that he couldn’t afford. What happened On 9 May 2021, Mr B applied for and was given a credit card with a credit limit of £900. The credit limit was increased to £1,... (2 pages)View decision -
Decision Reference DRN4995792
21 Aug 2018 Bank of Scotland Plc Not upheldBanking and creditMr M complains that Bank of Scotland plc (trading as Halifax) failed to send him a new PIN which meant he couldn’t access funds in his account. backgroundIn March 2018 Mr M lost his bank card and asked Halifax to send him a replacement. He complained to Halifax as ... (2 pages)View decision -
Decision Reference DRN5142681
30 Nov 2017 WDFC UK Limited UpheldBanking and creditMr R complains that WDFC UK Limited (trading as Wonga) gave him loans that he couldn’t afford to repay.backgroundMr R was given 48 loans by Wonga between January 2013 and March 2017. Some of those loans were instalment loans, but most were payday loans repayable w... (6 pages)View decision -
Decision Reference DRN4511520
18 Feb 2019 Bank of Scotland Plc Not upheldBanking and creditMiss W complains that Bank of Scotland Plc (BOS) has treated her unfairly when it registered a default on her current account.backgroundMiss W had an easycash current account with BOS which went into an unplanned overdraft of more than £900.00 after a number of tran... (3 pages)View decision -
Decision Reference DRN8069413
13 Jul 2017 Lending Stream Llc UpheldBanking and creditMr K complains that Lending Stream LLC shouldn’t have given him instalment loans because of his bad credit history. He wants a refund of the interest he paid. backgroundMr K had 37 instalment loans from Lending Stream between May 2013 and October 2016. He said he was... (2 pages)View decision