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 4576 results
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Decision Reference DRN-3080405
22 Dec 2021 Bank of Scotland Plc UpheldConsumer CreditDRN-3080405 The complaint Mrs G, on behalf of Mr G, has complained that Bank of Scotland Plc trading as Halifax (“Halifax”) irresponsibly lent £7,000 to Mr G, which he then spent on gambling. Throughout my decision I’ll refer to Mr G, although this also refers to anything Mrs G said on Mr ... (3 pages)View decision -
Decision Reference DRN-3505986
27 Jun 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3505986 Complaint Mr A is unhappy that TSB Bank plc has held him liable for a payment he says he didn’t authorise and that it later closed his account. Background Mr A had an account with TSB. In January 2022, a payment of £847 was made to a gambling website. Mr A said he didn’t make t... (2 pages)View decision -
Decision Reference DRN-5118539
14 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5118539 The complaint Mr F complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he says he lost as the result of a scam. Mr F is being represented by a third party. To keep things simple, I will refer to Mr F throughout my decision. What happened The backgrou... (3 pages)View decision -
Decision Reference DRN-3051534
17 Nov 2021 Everyday Lending Limited UpheldConsumer CreditDRN-3051534 The complaint Mr W has complained about a loan granted to him by Everyday Lending Limited, trading as Everyday Loans, (“ELL”), which he said was unaffordable. What happened ELL agreed a loan for Mr W on 26 May 2018. The loan was for £5,000 and was repayable by 24 monthly payme... (6 pages)View decision -
Decision Reference DRN8282614
31 Mar 2020 National Westminster Bank Plc UpheldBanking and creditMr S has complained National Westminster Bank Plc will not refund payments he didn’t make and closed his account.backgroundMr S opened an account with NatWest in May 2017 with an agreed overdraft facility of £1,250. He accepts he made some payments with his card. But he disputes a further ... (3 pages)View decision -
Decision Reference DRN-3359671
9 Mar 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3359671 The complaint Mr L complains that TSB Bank plc (“TSB”) has treated him unfairly in relation to his current account which has led to him avoidable debt. What happened The background of this complaint is well known to all parties, and the sums and dates involved were detailed by ... (2 pages)View decision -
Decision Reference DRN-1406205
5 May 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-1406205ComplaintMr R complains that Nationwide Building Society (Nationwide) acted irresponsibly when granting an increase in his overdraft facility. BackgroundMr R holds an account with Nationwide. He applied initially for an overdraft of £50 and shortly after requested an increase to... (2 pages)View decision -
Decision Reference DRN0792556
10 Nov 2016 Lloyds Bank PLC Not upheldBanking and creditMr L is unhappy as he thinks Lloyds Bank PLC has acted irresponsibly as it allowed him to increase his overdraft facility from £200 to £4,750. backgroundMr L said he made Lloyds aware of his gambling addiction in 2012 when he went into the branch to discuss his... (3 pages)View decision -
Decision Reference DRN-2003025
23 Nov 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2003025 The complaint Mr S complains that National Westminster Bank Plc won’t refund disputed transactions made from his account. And he’d like a refund. What happened Mr S says that eight online card payments totalling £500 were made using his NatWest debit card to a gambling company,... (3 pages)View decision -
Decision Reference DRN-3490275
9 Aug 2022 Progressive Money Limited UpheldConsumer CreditDRN-3490275 The complaint Miss N complains that Progressive Money Limited (PML), lent to her irresponsibly. What happened Using information from PML then it seems that Miss N was approved for a loan which commenced 7 December 2017. It was for £3,900 of which £2,481 was used to pay off anot... (7 pages)View decision
