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 4967 results
-
Decision Reference DRN-4554531
30 Jan 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4554531 The complaint Mr J has complained that Zopa Bank Limited trading as Zopa acted irresponsibly when it approved him for a £6,000 loan in June 2023. Background Mr J applied for a £6,000 loan with Zopa on 3 June 2023. He said that he has struggled with compulsive gambling and the l... (2 pages)View decision -
Decision Reference DRN-4823937
17 Jun 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4823937 Complaint Mr M has complained about personal loans National Westminster Bank Plc (“NatWest”) provided to him. He says that these loans were unaffordable and shouldn’t have been provided. Background NatWest provided Mr M with a first loan for £1,000.00 in June 2022. The loan had... (4 pages)View decision -
Decision Reference DRN5298117
17 Dec 2019 Bank of Scotland Plc Not upheldBanking and creditMr Q is unhappy with Bank of Scotland plc’s decision to hold him responsible for transactions on his current account which he says he didn’t make or authorise.backgroundMr Q contacted Bank of Scotland at the end of July 2017 after he was unable to withdraw money from a cash machine due to ... (4 pages)View decision -
Decision Reference DRN1252399
24 Apr 2017 National Westminster Bank Plc UpheldBanking and creditMr M complains that National Westminster Bank Plc (NatWest) irresponsibly lent him money, when it should’ve known he had a gambling problem.background Mr M opened an account with NatWest without an overdraft facility. In 2016 NatWest wrote to Mr M and told him it was c... (2 pages)View decision -
Decision Reference DRN-3650803
16 Aug 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3650803 The complaint Mr A complains about an overdraft limit that TSB Bank plc provided to him on his bank account. He says that he had a gambling addiction and that it was irresponsible for TSB Bank plc to provide him this facility. What happened Mr A has two accounts with TSB Bank p... (5 pages)View decision -
Decision Reference DRN-1487301
7 Dec 2020 MBNA Limited Not upheldBanking and PaymentsDRN-1487301 The complaint Mr M complains that MBNA Ltd (MBNA) were irresponsible in approving his application for a third credit card. What happened In December 2016 Mr M applied for and obtained a credit card with MBNA. This was his third card with them, and I shall refer to it as that. M... (3 pages)View decision -
Decision Reference DRN-5640354
11 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5640354 The complaint Mr R complains TSB Bank plc unfairly loaded him to a fraud database. What happened Mr R asked for his information from a fraud database company, and saw TSB had loaded him. Mr R complained to TSB and it said it had loaded him because he’d held an account with... (3 pages)View decision -
Decision Reference DRN-5698388
17 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5698388 The complaint Mr P says National Westminster Bank Plc irresponsibly lent to him. What happened Mr P took out two loans from NatWest. The first, on 27 September 2021, was for £20,000 over 60 months. The monthly repayments were £512.03. The second, on 18 February 2023, was for... (4 pages)View decision -
Decision Reference DRN9665915
12 Nov 2015 Santander UK Plc Not upheldBanking and creditMr S complains that Santander UK Plc will not credit his account with the value of transactions which he says he should not be responsible for.backgroundThe transactions that Mr S is concerned about were made by his former partner and to online gambling companies. I... (3 pages)View decision -
Decision Reference DRN-4684349
15 Mar 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4684349 The complaint Mr L has complained that The Royal Bank of Scotland Plc (“RBS”) acted irresponsibly when it provided him with limit increases on his overdraft facility. Background Mr L has a current account with RBS. The account has had an overdraft facility on it since 2007. The... (5 pages)View decision
