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
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Decision Reference DRN1200600
29 Mar 2018 Nationwide Building Society UpheldBanking and creditMr R complains that Nationwide Building Society would not refund payments he says he did not make.backgroundMr R reported pending card payments to an online gambling company as fraudulent on 16 May 2017. Nationwide raised a visa dispute. This was defended by the onli... (2 pages)View decision -
Decision Reference DRN-4933927
27 Jul 2024 Nationwide Building Society UpheldConsumer CreditDRN-4933927 The complaint Mr S complains that Nationwide Building Society irresponsibly approved two loans which were unaffordable. What happened Mr S says he applied for two Nationwide loans in 2021 and 2023 which were unaffordable. He says appropriate checks were not carried out and h... (3 pages)View decision -
Decision Reference DRN-2568861
5 Feb 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-2568861 The complaint Mr L has complained that Nationwide Building Society won’t refund transactions, which he said he didn’t make. What happened Mr L is disputing multiple online payments, totalling £1,520, from his current account to two online gambling merchants. The payments were ... (5 pages)View decision -
Decision Reference DRN-4487570
30 Nov 2023 National Westminster Bank Plc Not upheldConsumer CreditDRN-4487570 The complaint Miss C complains that National Westminster Bank Plc (NatWest) was irresponsible to lend to her on several occasions. What happened NatWest agreed five loans for Miss C between October 2017 and May 2022. I’ve summarised some of the information it provided about the... (6 pages)View decision -
Decision Reference DRN-4447454
9 Nov 2023 247 Money Group Limited UpheldConsumer CreditDRN-4447454 The complaint Mr A complains that 247 Money Group Limited trading as 247Money (247Money) irresponsibly mis-sold him a hire purchase agreement he couldn’t afford. Mr A is represented in this complaint by a claims management company but, for ease, I’ll refer to Mr A directly thro... (6 pages)View decision -
Decision Reference DRN7727313
23 Dec 2015 Bank of Scotland Plc Not upheldBanking and creditMr M complained that Bank of Scotland plc, trading as Halifax, was irresponsible to lend him as much money as it did.backgroundMr M opened a credit card with Halifax in 2005. His credit limit was increased, and a significant balance built up. In summer 2015, Mr M... (3 pages)View decision -
Decision Reference DRN9432292
17 Jan 2017 Virgin Money plc Not upheldBanking and creditMr M complains that Virgin Money plc didn’t do enough to help him when he told the bank he was having difficulty with his money because of his gambling addiction. He wanted Virgin to reduce the limit on his credit card. And Mr M was upset that Virgin allowed othe... (2 pages)View decision -
Decision Reference DRN-5191311
14 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5191311 The complaint Mr S has complained that HSBC UK Bank Plc acted irresponsibly when it provided him with a credit card, and linked limit increases between 2006 and 2012. Background Mr S applied for a credit card with HSBC in 2006. He has explained that by this time he had devel... (4 pages)View decision -
Decision Reference DRN-4005835
24 Apr 2023 Lloyds Bank PLC Not upheldConsumer CreditDRN-4005835 The complaint Mr B complains that Lloyds Bank PLC (“Lloyds”) lent to him irresponsibly when it gave him two loans that he says he couldn’t afford. What happened Mr B took out an unsecured loan for £16,000 with Lloyds in May 2017. The loan was repayable over five years at a cost... (4 pages)View decision -
Decision Reference DRN-5223699
6 Feb 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5223699 The complaint Ms P complains through a representative that STARTLINE MOTOR FINANCE LIMITED (“Startline”) didn’t conduct adequate affordability checks before it entered into a hire purchase agreement with Ms P. What happened In February 2019, Startline provided Ms P with fin... (3 pages)View decision
