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 5478 results
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Decision Reference DRN-3909168
26 Jan 2023 Lendable Ltd Not upheldConsumer CreditDRN-3909168 The complaint Mr S says Lendable Ltd irresponsibly lent to him. What happened Mr S took out two instalment loans from Lendable. A summary of his borrowing follows: loan taken out repaid value, £ term in months monthly repayment, £ 1 19/05/2021 22/07/2021 5,000 36 211.81 2 18/08... (4 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-5698388
17 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5698388 The complaint Mr P says National Westminster Bank Plc irresponsibly lent to him. What happened Mr P took out two loans from NatWest. The first, on 27 September 2021, was for £20,000 over 60 months. The monthly repayments were £512.03. The second, on 18 February 2023, was for... (4 pages)View decision -
Decision Reference DRN-5580287
8 Aug 2025 Yonder Technology Ltd Not upheldBanking and PaymentsDRN-5580287 The complaint Miss V complains that Yonder Technology Ltd trading as Yonder, lent to her irresponsibly in relation to a credit card account; and provided her with poor service. What happened Miss V took out a credit card with Yonder in February 2024 with a credit limit of £... (5 pages)View decision -
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-4443965
8 Nov 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4443965 The complaint Mr B complains that National Westminster Bank Plc (NatWest) failed to raise chargeback claims for payments he made to an online casino, preventing him from recovering them. He thinks NatWest should therefore refund him for the payments. What happened Around May 20... (6 pages)View decision -
Decision Reference DRN-3540834
17 Aug 2022 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-3540834 The complaint Mr L is a sole trader, trading as A. He is unhappy that Clydesdale Bank Plc (trading as Virgin Money) removed the overdraft facility from his business current account without any notice. What happened In March 2020, Mr L was granted an overdraft facility of £10,00... (3 pages)View decision -
Decision Reference DRN-5704183
4 Dec 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5704183 The complaint Mr M complains that Zopa Bank Limited (“Zopa”) irresponsibly lent to him. What happened Zopa provided Mr M with a personal loan in March 2024 for £7,500, with a total amount repayable of £10,597.07 over 48 months. The monthly payments were around £220. I unders... (4 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-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