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 4692 results
-
Decision Reference DRN-3071259
27 Sep 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3071259 The complaint Mr J complains that Bank of Scotland plc trading as Halifax failed to contact him as it ought to have done when his account was operating in an unplanned overdraft. He says its failure to do so meant his late partner’s gambling addiction went undetected, which has... (3 pages)View decision -
Decision Reference DRN2571888
21 Feb 2019 HSBC UK Bank Plc Not upheldBanking and creditMr A complains that HSBC UK Bank Plc mis-sold him a personal loan.backgroundIn January 2018 Mr A went into an HSBC branch to apply for a £10,000 personal loan. Mr A says that when he applied for the loan, he told the agent he wanted it to pay off other debts. Mr... (2 pages)View decision -
Decision Reference DRN-1382022
17 May 2020 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1382022 The complaintMr G complains that The Royal Bank of Scotland Plc (RBS) allowed him an overdraft facility that was unaffordable and irresponsible. What happenedMr G says he opened the RBS account in late 2018 online and was given an overdraft facility of £750. He says he also app... (2 pages)View decision -
Decision Reference DRN-1809593
11 Jul 2020 MBNA Limited Not upheldBanking and PaymentsThe complaint Miss B complains that MBNA Limited irresponsibly allowed her to open two credit card accounts that were unaffordable. What happened Miss B says MBNA should not have approved her credit card applications and should not have increased the credit limit on them. She says she was ... (2 pages)View decision -
Decision Reference DRN2890702
30 Sep 2014 National Westminster Bank Plc UpheldBanking and creditMr U complains about a number of transactions, mostly to gambling companies, of a significantly high total value, which he denies making himself or authorising but which National Westminster Bank Plc has held him responsible for. backgroundNatWest raised chargeback claims for the trans... (3 pages)View decision -
Decision Reference DRN-4527975
18 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4527975 The complaint Mr S complains that NewDay Ltd was irresponsible in its lending to him. What happened Mr S first raised his complaint in 2019 and says that he didn’t receive a response from NewDay at that time and when he raised this again NewDay said it wouldn’t reopen his compl... (3 pages)View decision -
Decision Reference DRN-2095068
9 Sep 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2095068The complaintMr M complains that NewDay Ltd trading as Aqua (NewDay) acted irresponsibly when they increased the limit on his credit card on several occasions. What happenedMr M held a credit card account with NewDay, and he says that in a period of less than 3years his limit wa... (3 pages)View decision -
Decision Reference DRN-3955763
28 Feb 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3955763 The complaint Mr D says Lloyds Bank PLC (“Lloyds”) acted irresponsibly by allowing him an overdraft and increasing his limit to £5,000 when it ought to have known he had a gambling disorder. What happened Mr D held an account with an overdraft with a limit of £1,050 in June 201... (3 pages)View decision -
Decision Reference DRN-3105398
6 Jan 2022 TFS Loans Limited UpheldConsumer CreditDRN-3105398 The complaint Mr N’s complained that TFS Loans Limited, trading as TFS Loans (“TFS”) were irresponsible in lending him money, because they didn’t take into account other debts or his gambling. What happened Mr N borrowed £5,000 from TFS in April 2019. Towards the end of that ye... (3 pages)View decision -
Decision Reference DRN2800769
30 Sep 2014 MBNA Limited Not upheldBanking and creditMs A and Mr B complain that MBNA Limited has not refunded a number of credit card transactions that they say they did not make or authorise.backgroundMs A complained to MBNA that she did not recognise 11 payments made from her credit card account between February and March 2013, totalling... (3 pages)View decision
