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 5795 results
-
Decision Reference DRN-3480995
13 Jun 2022 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-3480995 The complaint Mr M complains that Bank of Ireland (UK) Plc lent to him irresponsibly. What happened In May 2020, Mr M took out a loan for £5,000 with Bank of Ireland. The loan was to be repaid over 24 months with repayments set at £246.20 a month. In July 2020, Mr M took out a ... (3 pages)View decision -
Decision Reference DRN-4619223
21 Feb 2024 Commsave Credit Union Limited Not upheldConsumer CreditDRN-4619223 The complaint Miss C complains that Commsave Credit Union Limited (“Commsave”) ought not to have lent to her on two occasions as the lending was both unaffordable and irresponsible. What happened In February 2021 Miss C applied to Commsave for a loan. She borrowed £500 over a t... (4 pages)View decision -
Decision Reference DRN-4865418
24 Jun 2024 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-4865418 The complaint Mr B complains that Brent Shrine Credit Union Limited trading as My Community Bank was irresponsible in its lending to him. He wants all interest fees and charges removed from his loan so that he is only liable for repaying the amount borrowed. What happened Mr B ... (5 pages)View decision -
Decision Reference DRN-5830320
19 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5830320 The complaint Miss S says National Westminster Bank Public Limited Company (“NatWest”) refuses to refund her for transactions she says shouldn’t have been debited from her account. What happened Miss S has not been very clear about what happened, but from what I understand, ... (3 pages)View decision -
Decision Reference DRN-5906955
6 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5906955 The complaint Mr N complains TSB Bank plc has recorded his personal details with Cifas – a fraud prevention database - and won’t remove them. What happened On 4 December 2024, Mr N received a payment of £731 into his TSB account. The money was spent over the next two days. ... (3 pages)View decision -
Decision Reference DRN-4506513
15 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4506513 The complaint Mr L complains that Santander UK Plc (“Santander”) refused to raise chargeback claims in respect of money held with two gambling merchants. What happened Mr L contacted Santander in February 2023 asking for help in retrieving money he’d deposited with two gambling... (3 pages)View decision -
Decision Reference DRN-5393729
7 Apr 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5393729 The complaint Mr M complained because Nationwide Building Society refused to refund him for transactions he said he hadn’t authorised. What happened In early October 2024, Mr M was on holiday abroad. On 5 October, he checked his online banking, and saw two debits to a gambl... (3 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-5956791
27 Nov 2025 Lendable Ltd Not upheldConsumer CreditDRN-5956791 The complaint Mr D complains that Lendable Ltd (“Lendable”) irresponsibly lent to him. What happened In September 2021 Mr D took out a loan with Lendable for £5,000. It was due to be repaid over 60 months, with a monthly repayment amount of £144.82. Mr D complained to Lend... (3 pages)View decision -
Decision Reference DRN-4216809
12 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4216809 The complaint Mr M complains that Santander UK Plc (“Santander”) acted irresponsibly in giving him a credit card with a £2,400 credit limit. What happened Santander opened a credit card for Mr M in December 2018 and gave him a credit limit of £2,400. Mr M already had a basic ba... (3 pages)View decision