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-5347549
10 Mar 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5347549 Complaint Mr A has complained about a credit card Capital One (Europe) plc (“Capital One”) provided to him. He says the credit card was irresponsibly provided to him as it was unaffordable. He’s also said that he was allowed to continue using the card even when his account h... (3 pages)View decision -
Decision Reference DRN-3239403
11 Feb 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3239403 The complaint Mr and Mrs F are unhappy at the interest and charges HSBC Bank Plc (“HSBC”) added to their account and overdraft over the years. What happened Mr and Mrs F complained to HSBC that when facing financial difficulties’ it levied excessive charges on their account. HS... (3 pages)View decision -
Decision Reference DRN-4319391
16 Oct 2023 National Westminster Bank Plc Not upheldConsumer CreditDRN-4319391 The complaint Mr C complains that National Westminster Bank Plc (‘NatWest’) irresponsibly gave him two loans that he couldn’t afford. What happened On 10 September 2021 Mr C asked for and was given a loan for £5,000 which had a term of 24 months. The purpose of the loan was to ... (3 pages)View decision -
Decision Reference DRN5271817
22 May 2018 Vanquis Bank Limited Not upheldBanking and creditMr M complains that Vanquis Bank Limited acted irresponsibly in approving his credit card application, which he says was unaffordable.backgroundVanquis approved a credit card application from Mr M in May 2015. This followed a telephone call with him in which he decl... (3 pages)View decision -
Decision Reference DRN-4561081
15 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4561081 The complaint Mr S complains that Lloyds Bank PLC reduced the limit on his credit card on two occasions without giving prior notice. What happened Mr S holds a credit card account with Lloyds. The card was taken out many years ago, and it seems Mr S had a credit limit of £17,0... (2 pages)View decision -
Decision Reference DRN-3846049
9 Dec 2022 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-3846049 The complaint Mr B says Brent Shrine Credit Union Limited, trading as My Community Bank, irresponsibly lent to him. What happened Mr B took out a 48-month loan for £10,000 on 4 September 2021. The monthly repayments were £251.14 and the total repayable was £12,381.45. Mr B repa... (3 pages)View decision -
Decision Reference DRN-4833514
17 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4833514 The complaint Mr F is unhappy that Bank of Scotland plc won’t refund a payment he says he didn’t make. What happened Mr F disputed an unrecognised £800 faster payment with Bank of Scotland. He explained that he met up with people who used his phone to supposedly look at his pho... (3 pages)View decision -
Decision Reference DRN-4366108
25 Sep 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4366108 The complaint Mr P has complained that National Westminster Bank Plc (“NatWest”) acted irresponsibly by providing him with an overdraft. What happened Mr P held an account with NatWest and applied and was approved for an overdraft with a limit of £1,250 in October 2016. This li... (3 pages)View decision -
Decision Reference DRN-3491412
14 Sep 2022 CMC Spreadbet Plc Not upheldInvestmentsDRN-3491412 The complaint Mr J’s complaint concerns CMC Spreadbet Plc’s trading applications. He believes they’re unfit for purpose and expose users to third party interference. What happened Mr J has wide-ranging concerns about the way in which CMC’s systems work and how this may have imp... (3 pages)View decision -
Decision Reference DRN7497916
20 May 2020 Indigo Michael Limited Not upheldBanking and creditComplaintMr M has complained that Indigo Michael Limited (trading as Safety Net Credit (SNC)) provided him a facility despite reviewing his bank statements which showed that he was gambling. BackgroundMr M approached SNC for a Safety Net facility in December 2018. This was a running credit... (3 pages)View decision