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 DRN-4707429
9 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4707429 The complaint Mr B has complained that National Westminster Bank Plc (NatWest) won’t refund transactions he says he didn’t make or otherwise authorise. What happened Between April and August 2023, Mr B’s NatWest account was occasionally used for gambling payments, made across t... (4 pages)View decision -
Decision Reference DRN-5010167
10 Sep 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5010167 The complaint Mr M complains Nationwide Building Society didn’t contact him when there was unusual activity on his account. He also complains that Nationwide Building Society didn’t provide him with a letter about the activity he needed when he asked for it. He says this mea... (3 pages)View decision -
Decision Reference DRN-1807731
10 Jul 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1807731 The complaintMr K complains that HSBC UK Bank Plc irresponsibly increased his overdraft facility that became unaffordable. What happenedMr K says HSBC increased his overdraft facility to £5,000 in 2013 when he was in financial difficulties. He says the lending was irresponsible... (2 pages)View decision -
Decision Reference DRN9241775
8 Feb 2021 Everyday Lending Limited UpheldBanking and creditMr E says Everyday Lending Limited (ELL) didn’t complete proper checks to make sure the loan he applied for was affordable and it failed to give him important information about the loan. background Mr E took out a 36-month instalment loan from ELL on 27 October 2015. It was for £2,500 and ... (4 pages)View decision -
Decision Reference DRN-3210581
23 Dec 2021 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3210581 The complaint Miss B complains that PayPal (Europe) Sarl and Cie SCA, won’t refund payments that she didn’t make from her account. What happened Miss B disputes six payments made to a gambling website on 23 May 2020 using PayPal. These totalled £550. She says that her account w... (3 pages)View decision -
Decision Reference DRN-4640222
26 Feb 2024 Sainsbury's Bank Plc UpheldConsumer CreditDRN-4640222 The complaint Mr S has complained that Sainsbury’s Bank Plc acted irresponsibly when it approved him for a £20,000 loan in 2020. Background Mr S successfully applied for a £20,000 unsecured personal loan with Sainsbury’s in January 2020. He has said that at the time he was beco... (3 pages)View decision -
Decision Reference DRN-5214192
16 Dec 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5214192 The complaint Mrs B, via her representative, has complained that HSBC UK Bank Plc acted irresponsibly when it provided her access to multiple forms of credit. Mrs B applied for a credit card, two loans and an overdraft facility from HSBC. This decision will only consider wh... (4 pages)View decision -
Decision Reference DRN-4925204
30 Oct 2024 Metro Bank PLC UpheldConsumer CreditDRN-4925204 The complaint Mr D complains that Metro Bank PLC, trading as RateSetter, failed to carry out appropriate affordability checks and failed to stress test his ability to repay, when he applied for two loans. What happened The details of this complaint have been set out by the i... (4 pages)View decision -
Decision Reference DRN6650736
9 Jul 2013 Nationwide Building Society Not upheldBanking and creditsummary of complaintMr B complains that Nationwide Building Society is holding him liable for disputed transactions which occurred using his debit card. background The following activity is relevant to this complaint: On 15 February an online gambling account was set up using... (2 pages)View decision -
Decision Reference DRN-3098433
5 Nov 2021 TFS Loans Limited UpheldConsumer CreditDRN-3098433 The complaint Mr T complained that TFS Loans Limited lent to him irresponsibly and provided him with a loan that was unaffordable. What happened Mr T was given a guarantor loan by TFS as follows: Date taken Loan amount Number of monthly instalments Total amount payable Monthly ... (5 pages)View decision
