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 4727 results
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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-2873482
7 Jul 2021 NewDay Ltd UpheldBanking and PaymentsPage 1 of 8The complaint Mr O complains that NewDay Ltd, trading as Aqua and Marbles (NewDay) irresponsibly provided him with two credit cards and limit increases on those cards, which increased his debt. What happened In August 2015, Mr O applied for an Aqua branded credit card with NewDa... (8 pages)View decision -
Decision Reference DRN1613101
13 Feb 2020 Barclays Bank UK PLC UpheldBanking and creditMr C has complained Barclays Bank UK PLC refuse to refund him for two sets of disputed transactions from his account in 2016. The first set are for cash withdrawals at casino booths and the second set are online gambling transactions.background During a trip to the US in 2016, Mr C realise... (5 pages)View decision -
Decision Reference DRN-4270554
8 Sep 2023 Step One Finance Limited UpheldMortgagesDRN-4270554 The complaint Mrs C complains that Step One Finance Limited irresponsibly lent her a second charge mortgage (secured loan). She says that Step One didn’t carry out proper checks and didn’t identify that she was spending compulsively on gambling which would have impacted her abi... (8 pages)View decision -
Decision Reference DRN-5272697
19 Mar 2025 NewDay Ltd Not upheldConsumer CreditDRN-5272697 The complaint Ms N complains that NewDay Ltd irresponsibly gave her a loan she couldn’t afford to repay. What happened In April 2019, Ms N was granted a £5,000 loan with NewDay. She was required to pay 18 monthly repayments of £326.64. Ms N also held a NewDay credit card whi... (4 pages)View decision -
Decision Reference DRN-2858528
6 May 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-2858528 The complaint Mr G complains that Loans 2 Go Limited lent to him irresponsibly. What happened In May 2020, Mr G approached Loans 2 Go and applied for and was given a loan of £1,000. It had an Annual Percentage Rate (APR) of 1,013.2% and was to be repaid in 18 monthly instalment... (4 pages)View decision -
Decision Reference DRN-4000778
9 May 2023 FirstRand Bank Limited Not upheldConsumer CreditDRN-4000778 The complaint Miss B complains that FirstRand Bank Limited trading as Motonovo Finance irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In August 2018, Miss B acquired a used car financed by a Hire Purchase agreement from MotoNovo ... (2 pages)View decision -
Decision Reference DRN-5013861
26 Sep 2024 ONMO Limited Not upheldBanking and PaymentsDRN-5013861 The complaint Mr H complains that ONMO Limited shouldn‘t have accepted his application for a credit card account. What happened Mr H applied for a credit card account with ONMO in May 2023. His application was accepted and he was given a credit card with a £1,500 credit limi... (3 pages)View decision -
Decision Reference DRN-4351359
2 Oct 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4351359 The complaint Miss S has complained that Santander UK Plc acted irresponsibly when it provided her with a credit card in September 2022. What happened Miss S applied for a credit card with Santander in September 2022. At that time, she said she had a history of compulsive spend... (3 pages)View decision
