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
-
Decision Reference DRN0792556
10 Nov 2016 Lloyds Bank PLC Not upheldBanking and creditMr L is unhappy as he thinks Lloyds Bank PLC has acted irresponsibly as it allowed him to increase his overdraft facility from £200 to £4,750. backgroundMr L said he made Lloyds aware of his gambling addiction in 2012 when he went into the branch to discuss his... (3 pages)View decision -
Decision Reference DRN-3505986
27 Jun 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3505986 Complaint Mr A is unhappy that TSB Bank plc has held him liable for a payment he says he didn’t authorise and that it later closed his account. Background Mr A had an account with TSB. In January 2022, a payment of £847 was made to a gambling website. Mr A said he didn’t make t... (2 pages)View decision -
Decision Reference DRN-4781475
7 May 2024 Metro Bank PLC Not upheldConsumer CreditDRN-4781475 The complaint Mr P complains that Metro Bank PLC trading as RateSetter (RS) lent to him irresponsibly. What happened Mr P took out two loans from RS as shown: Date Amount/Purpose Fee Payments Notes September 2016 £5,000 – debt consolidation £85.50 £147.99/ 36 months Repaid Nove... (6 pages)View decision -
Decision Reference DRN-3359671
9 Mar 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3359671 The complaint Mr L complains that TSB Bank plc (“TSB”) has treated him unfairly in relation to his current account which has led to him avoidable debt. What happened The background of this complaint is well known to all parties, and the sums and dates involved were detailed by ... (2 pages)View decision -
Decision Reference DRN-1406205
5 May 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-1406205ComplaintMr R complains that Nationwide Building Society (Nationwide) acted irresponsibly when granting an increase in his overdraft facility. BackgroundMr R holds an account with Nationwide. He applied initially for an overdraft of £50 and shortly after requested an increase to... (2 pages)View decision -
Decision Reference DRN-3376861
30 Mar 2022 National Westminster Bank Plc Not upheldConsumer CreditDRN-3376861 The complaint Mr W complains that National Westminster Bank Plc (NatWest) made an irresponsible lending decision when providing him with a personal loan. What happened In November 2018 Mr W took out a personal loan with NatWest for £6000. The loan was to be repaid over a period... (3 pages)View decision -
Decision Reference DRN-4579975
25 Jan 2024 MBNA Limited UpheldBanking and PaymentsDRN-4579975 The complaint Mr C complains that MBNA Limited lent irresponsibly when it approved his credit card application and went on to increase the credit limit. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr... (3 pages)View decision -
Decision Reference DRN-3468218
26 Jul 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3468218 The complaint Mr R complains that Nationwide Building Society didn’t do enough to protect his funds from being spent on gambling. What happened Mr R held a current account and a joint savings account with his late wife with Nationwide. When Mr R’s late wife passed away Mr R tra... (3 pages)View decision -
Decision Reference DRN-3952327
2 Mar 2023 Salad Finance Limited Not upheldConsumer CreditDRN-3952327 The complaint Mr R complains that Salad Finance Limited trading as Salad Money lent to him irresponsibly. What happened Mr R applied for a loan from Salad Money in February 2022. The loan was for £1000 repayable over 17 months by monthly instalments of £84.92. The total sum rep... (2 pages)View decision -
Decision Reference DRN-5711465
24 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5711465 The complaint Mr B complains Barclays Bank UK PLC allowed him to spend more money than he had. What happened Barclays had an IT outage, and Mr B was able to spend more money than was in his account. Mr B complained to Barclays and spoke to it over the phone where he was of... (4 pages)View decision
