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 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 DRN0544499
22 Apr 2015 MBNA Limited Not upheldBanking and creditMr O complains that MBNA Limited is holding him responsible for a debt he says isn’t his. The debt came about after a number of credits and debits were made to his credit card account. Mr O wants MBNA to put his account right and remove any damaging information... (3 pages)View decision -
Decision Reference DRN1269679
8 Oct 2019 Barclays Bank UK PLC Not upheldBanking and creditMr M complains that Barclays Bank UK PLC trading as Barclaycard irresponsibly increased the credit limit on his credit card account to a level that was unaffordable.backgroundMr M says Barclaycard irresponsibly increased his credit card limit and ignored his ability to repay the debt and h... (3 pages)View decision -
Decision Reference DRN8276150
2 Dec 2019 Nationwide Building Society Not upheldBanking and creditMr I complains that Nationwide Building Society won’t refund transactions he says he didn’t make from his account.backgroundMr I disputes a total of £12,918 of payments made to an online gambling company from his bank account. He says that he never registered with this company. The payment... (3 pages)View decision -
Decision Reference DRN-4177109
27 Dec 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4177109 The complaint Mrs H complains that Bank of Scotland plc trading as Halifax won’t refund her for transactions she didn’t authorise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key ev... (3 pages)View decision -
Decision Reference DRN-5223699
6 Feb 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5223699 The complaint Ms P complains through a representative that STARTLINE MOTOR FINANCE LIMITED (“Startline”) didn’t conduct adequate affordability checks before it entered into a hire purchase agreement with Ms P. What happened In February 2019, Startline provided Ms P with fin... (3 pages)View decision -
Decision Reference DRN-4210139
26 Jun 2023 Commsave Credit Union Limited Not upheldConsumer CreditDRN-4210139 The complaint Mr H complains that Commsave Credit Union Limited (“Commsave”) ought not to have lent to him as the lending was both unaffordable and irresponsible. What happened In August 2019 Mr H applied to Commsave for a loan. He borrowed £5,000 over a term of 156 weeks, the ... (7 pages)View decision -
Decision Reference DRN-4485201
1 Dec 2023 Fairscore Ltd Not upheldConsumer CreditDRN-4485201 The complaint Mr F complains that Fairscore Ltd trading as Updraft (“Updraft”) irresponsibly gave him a loan he couldn’t afford to repay. What happened In May 2022, Mr F applied for a loan with Updraft. His application was approved, and he was given a loan of £6,000. Mr F was r... (3 pages)View decision -
Decision Reference DRN-5989836
4 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5989836 The complaint Mr P complains that Nationwide Building Society (NBS) acted irresponsibly when they agreed to a credit card facility. What happened Around August 2022 Mr P applied for a revolving credit facility (credit card) with NBS. His application was successful with NBS i... (5 pages)View decision -
Decision Reference DRN-4696794
20 Mar 2024 Billing Finance Limited UpheldConsumer CreditDRN-4696794 The complaint Mr B complains Billing Finance Limited (BFL) irresponsibly entered into a hire purchase agreement because it didn’t complete reasonable and proportionate checks to ensure the agreement was affordable. What happened Mr B entered into the hire purchase agreement on ... (5 pages)View decision