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 4619 results
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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-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-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-3673745
19 Jan 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-3673745 The complaint The estate of Mr C complains that Nationwide Building Society won’t refund payments that had been disputed by him. What happened Mr C had raised a complaint with Nationwide before he passed away. This related to three payments to an online gambling merchant which ... (2 pages)View decision -
Decision Reference DRN2324509
25 Jul 2018 1plus1 Loans Limited Not upheldBanking and creditMr C complains about the service that he’s received from 1Plus1 Loans Limited in connection with his loan. In particular, he complains that he couldn’t make early payments online, he was spoken to rudely, it didn’t make proper checks before lending to him and his g... (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 -
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-3105398
6 Jan 2022 TFS Loans Limited UpheldConsumer CreditDRN-3105398 The complaint Mr N’s complained that TFS Loans Limited, trading as TFS Loans (“TFS”) were irresponsible in lending him money, because they didn’t take into account other debts or his gambling. What happened Mr N borrowed £5,000 from TFS in April 2019. Towards the end of that ye... (3 pages)View decision -
Decision Reference DRN2800769
30 Sep 2014 MBNA Limited Not upheldBanking and creditMs A and Mr B complain that MBNA Limited has not refunded a number of credit card transactions that they say they did not make or authorise.backgroundMs A complained to MBNA that she did not recognise 11 payments made from her credit card account between February and March 2013, totalling... (3 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
