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
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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-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-5906857
27 Oct 2025 MBNA Limited UpheldBanking and PaymentsDRN-5906857 The complaint Mr F complains that MBNA Limited lent irresponsibly when it increased the limit on his credit card. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr F originally opened a credit card ... (4 pages)View decision -
Decision Reference DRN-3502322
13 Jun 2022 Progressive Money Limited UpheldConsumer CreditDRN-3502322 The complaint Mr H complains that Progressive Money Limited (PML) lent him money on a high cost loan which he was unable to afford to repay. What happened PML provided Mr H with a loan on 22 May 2018 for £10,000, repayable over 48 months at the rate of £410 a month. Mr H compla... (4 pages)View decision -
Decision Reference DRN-5238606
6 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5238606 The complaint Mr R has complained that Santander UK Plc acted irresponsibly when it approved his application for a credit card in 2024. Background Mr R applied for a credit card with Santander in January 2024. The application was approved, and he was provided with a card wit... (3 pages)View decision -
Decision Reference DRN-1769990
17 Jun 2020 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1769990ComplaintMr W has complained that Bank of Scotland plc won’t refund transactions he says he didn’t make or otherwise authorise. What happenedIn January 2020, Mr W made a number of transactions to a gambling merchant and won £30,000. However, over the following 11 days this was s... (3 pages)View decision -
Decision Reference DRN3511109
17 Aug 2018 Barclays Bank Plc Not upheldBanking and creditMiss A complains that Barclays Bank PLC wrongly increased the limit on her credit card several times, although that was irresponsible and unaffordable for her. backgroundMiss A opened her credit card account in 2014, with a limit of £800. The limit increased to £1... (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-5123571
4 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5123571 The complaint Mr O complains that Barclays Bank UK Plc (Barclays) closed his account and registered a Cifas marker against him without due cause. What happened Mr O opened a bank account with Barclays in September 2023 but in October 2023 Barclays closed this account without... (4 pages)View decision