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 4967 results
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Decision Reference DRN6667513
4 Dec 2020 TSB Bank plc UpheldBanking and creditMr H has complained TSB Bank plc won’t refund him for almost £1,500 worth of disputed transactions which he doesn’t believe he made. background In May 2018 TSB refunded Mr H £70 after he disputed he’d got all the money he’d withdrawn from a cash machine. He then went on to believe he’d got... (3 pages)View decision -
Decision Reference DRN-3053351
27 Sep 2021 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3053351 The complaint Mr M has complained that Lloyds Bank Plc (“Lloyds”) irresponsibly gave him a large overdraft limit. He says that Lloyds ought to have realised he was in significant debt and that he had a gambling problem, and that he would therefore struggle to repay the overdraf... (3 pages)View decision -
Decision Reference DRN-4145557
14 Jun 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-4145557 The complaint Mr W complains that NewDay Ltd trading as Marbles Card was irresponsible in its lending to him. What happened Mr W was provided with a credit card in September 2020 (card 1) with an initial credit limit of £900. The credit limit was increased on three occasions (M... (3 pages)View decision -
Decision Reference DRN-3071259
27 Sep 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3071259 The complaint Mr J complains that Bank of Scotland plc trading as Halifax failed to contact him as it ought to have done when his account was operating in an unplanned overdraft. He says its failure to do so meant his late partner’s gambling addiction went undetected, which has... (3 pages)View decision -
Decision Reference DRN-4613090
27 Mar 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-4613090 The complaint Mr M complains that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) lent irresponsibly when it approved a loan application he made. What happened In May 2023 Mr M applied for a £3,000 loan with MCB. In his application, Mr M said he was renting... (3 pages)View decision -
Decision Reference DRN-3053398
27 Sep 2021 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3053398 The complaint Mr M has complained that Bank of Scotland plc (trading as Halifax) irresponsibly increased his overdraft limit. He says that Halifax ought to have realised that he had a gambling problem, and that he would therefore struggle to repay the overdraft. What happened M... (2 pages)View decision -
Decision Reference DRN-3154276
10 Nov 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3154276 The complaint Mr M complains HSBC UK Bank Plc irresponsibly approved him for two loans. What happened Below is intended to be a summary of what happened and does not therefore include a full timeline or list every point that has been made. Below is intended to be a summary of e... (5 pages)View decision -
Decision Reference DRN2571888
21 Feb 2019 HSBC UK Bank Plc Not upheldBanking and creditMr A complains that HSBC UK Bank Plc mis-sold him a personal loan.backgroundIn January 2018 Mr A went into an HSBC branch to apply for a £10,000 personal loan. Mr A says that when he applied for the loan, he told the agent he wanted it to pay off other debts. Mr... (2 pages)View decision -
Decision Reference DRN-3955763
28 Feb 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3955763 The complaint Mr D says Lloyds Bank PLC (“Lloyds”) acted irresponsibly by allowing him an overdraft and increasing his limit to £5,000 when it ought to have known he had a gambling disorder. What happened Mr D held an account with an overdraft with a limit of £1,050 in June 201... (3 pages)View decision -
Decision Reference DRN-2095068
9 Sep 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2095068The complaintMr M complains that NewDay Ltd trading as Aqua (NewDay) acted irresponsibly when they increased the limit on his credit card on several occasions. What happenedMr M held a credit card account with NewDay, and he says that in a period of less than 3years his limit wa... (3 pages)View decision
