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 5520 results
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Decision Reference DRN-5191311
14 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5191311 The complaint Mr S has complained that HSBC UK Bank Plc acted irresponsibly when it provided him with a credit card, and linked limit increases between 2006 and 2012. Background Mr S applied for a credit card with HSBC in 2006. He has explained that by this time he had devel... (4 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-1807731
10 Jul 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1807731 The complaintMr K complains that HSBC UK Bank Plc irresponsibly increased his overdraft facility that became unaffordable. What happenedMr K says HSBC increased his overdraft facility to £5,000 in 2013 when he was in financial difficulties. He says the lending was irresponsible... (2 pages)View decision -
Decision Reference DRN2411350
14 Jun 2019 NewDay Ltd Not upheldBanking and creditMr L complains that NewDay Ltd, trading as Aqua, irresponsibly increased his credit card limit which was unaffordable.backgroundMr L says Aqua has increased the credit limit on his credit card on four or five occasions over the last few years. He says he has a gambl... (2 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 -
Decision Reference DRN-4224816
14 Jul 2023 Oplo PL Ltd Not upheldConsumer CreditDRN-4224816 The complaint Mr K complains that Oplo PL Ltd trading as Oplo lent to him irresponsibly. What happened In July 2021 Mr K applied for a loan. Oplo approved the loan application and gave Mr K a loan for £2000 over a term of 24 months with repayments of £120.16 per month. In Novem... (3 pages)View decision -
Decision Reference DRN9648975
1 Aug 2018 Casheuronet UK LLC UpheldBanking and creditMr D says CashEuroNet UK LLC, trading as Quick Quid, lent to him irresponsibly. He says that the loans were not affordable and that Quick Quid didn’t carry out proper checks on his income and expenditure. Mr D adds that he was stuck in a ‘debt cycle’ with multiple l... (5 pages)View decision -
Decision Reference DRN4599149
5 Nov 2018 MBNA Limited Not upheldBanking and creditMr P complains about MBNA Limited (“MBNA”) and irresponsible lending in relation to a credit limit increase. He wants MBNA to refund to him all interest and charges and to remove references to late payments or defaults. backgroundMr P has held a credit card with MBN... (2 pages)View decision -
Decision Reference DRN-5010167
10 Sep 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5010167 The complaint Mr M complains Nationwide Building Society didn’t contact him when there was unusual activity on his account. He also complains that Nationwide Building Society didn’t provide him with a letter about the activity he needed when he asked for it. He says this mea... (3 pages)View decision