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 DRN4466317
29 Jun 2016 Nationwide Building Society Not upheldBanking and creditMr G complains about some disputed transactions on his account. He would like Nationwide Building Society to refund these.backgroundMr G complained to Nationwide when he noticed a number of transactions on his account which he says he did not make. A total of seven ... (2 pages)View decision -
Decision Reference DRN-3225642
22 Dec 2021 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-3225642 The complaint Ms M complains Marks & Spencer Financial Services Plc trading as M&S Bank (M&S) gave her a credit card despite not being able to afford it. What happened Ms M opened a credit card with M&S in June 2006 and was given a credit limit of £6,000. M&... (5 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-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 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 -
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 -
Decision Reference DRN-3081509
23 Nov 2021 TFS Loans Limited UpheldConsumer CreditDRN-3081509 The complaint Mr M has complained that TFS Loans Limited (“TFS Loans”) provided him with two unaffordable loans. What happened TFS Loans provided Mr M with two guarantor loans. The details are as follows: Loan Amount Term Total to repay Monthly Instalment 1 £1000 24m £1650 £68... (4 pages)View decision -
Decision Reference DRN-4943858
1 Nov 2024 Wiltshire and Swindon Credit Union Limited Not upheldConsumer CreditDRN-4943858 The complaint Mr A brings this complaint on behalf of his grandmother Mrs M. The complaint is about the actions of Wiltshire and Swindon Credit Union Limited trading as Acorn Community Bank (“Acorn”) in offering loans to Mrs M. Mr A says that Mrs M has health concerns and a ... (3 pages)View decision
