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-3376861
30 Mar 2022 National Westminster Bank Plc Not upheldConsumer CreditDRN-3376861 The complaint Mr W complains that National Westminster Bank Plc (NatWest) made an irresponsible lending decision when providing him with a personal loan. What happened In November 2018 Mr W took out a personal loan with NatWest for £6000. The loan was to be repaid over a period... (3 pages)View decision -
Decision Reference DRN2344510
14 Aug 2018 Loans 2 Go Limited Not upheldBanking and creditMr H complains that his loans from Loans 2 Go Limited were unaffordable and shouldn’t have been made to him – and he says that his mental health and gambling issues weren’t properly considered. backgroundLoans 2 Go made two log-book loans, which were secured on his ca... (3 pages)View decision -
Decision Reference DRN6261148
21 Mar 2019 Sainsbury's Bank Plc Not upheldBanking and creditMr A complains that Sainsbury’s Bank Plc reissued his credit card after a long time of inactivity without carrying out any affordability checks.backgroundMr A says that after a number of years when his credit card was suspended due to him being in a debt management plan... (3 pages)View decision -
Decision Reference DRN-4879048
8 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4879048 The complaint Miss J and Miss H have complained that Nationwide Building Society (“Nationwide”) irresponsibly granted them an overdraft in July 2019 and then went on to increase the overdraft limits. What happened In July 2019 Miss J and Miss H was granted an overdraft of £... (3 pages)View decision -
Decision Reference DRN6203369
17 Jun 2015 Barclays Bank Plc Not upheldBanking and creditMiss C complains Barclays Bank Plc is holding her liable for transactions totalling £740 that she did not carry out or authorise.backgroundMiss C has an account with Barclays with a debit card.Miss C says she noticed transactions on gambling websites that she did not rec... (1 page)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-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 DRN-2943460
27 Jul 2021 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2943460 The complaint Mr S complains of irresponsible credit increases to his account by Vanquis Bank Limited (Vanquis). He would like all charges applied to his account since 2014 refunded. And any negative information on his credit file amended What happened Mr S says he took out a ... (4 pages)View decision -
Decision Reference DRN-5220200
6 Jan 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5220200 The complaint Mr W says Lloyds Bank PLC irresponsibly lent to him. What happened Mr W took out a loan for £5,300 over 84 months on 14 July 2016. The monthly repayments were £68.38 and the APR was 9.6%. The loan was given to enable Mr W to repay his overdraft with Lloyds as t... (2 pages)View decision
