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 4727 results
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Decision Reference DRN-4742323
15 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4742323 The complaint Mr O complains that Barclaycard Bank UK PLC, trading as Barclaycard (‘Barclaycard’), irresponsibly granted him a credit card he couldn’t afford to repay. What happened Mr O entered into an agreement with Barclaycard to have access to credit with a credit card acco... (4 pages)View decision -
Decision Reference DRN-5577172
23 May 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5577172 The complaint Mrs T complains that The Royal Bank of Scotland Plc (RBS) was irresponsible in its lending to her. She wants all interest and charges on the loan refunded along with statutory interest. What happened RBS provided Mrs T with a £19,000 loan in April 2019. The loa... (4 pages)View decision -
Decision Reference DRN-5050104
9 Oct 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-5050104 The complaint Mr T complains that National Westminster Bank Plc (NatWest) didn’t sufficiently check whether he could afford a loan they agreed to. What happened In January 2020 Mr T entered into a Fixed Term personal loan with NatWest. The loan was for £9,500, after interest... (4 pages)View decision -
Decision Reference DRN-2956805
27 Aug 2021 PayPal Europe Sarl & Cie, SCA Not upheldBanking and PaymentsDRN-2956805 The complaint Miss C is unhappy that PayPal Europe Sarl & Cie, SCA, put a permanent limitation on her account. What happened In February 2021, PayPal put a permanent limitation on Miss C’s account. Miss C wasn’t happy about this, so she raised a complaint. PayPal looked at ... (2 pages)View decision -
Decision Reference DRN-3450018
26 Apr 2022 Wirecard Card Solutions Limited UpheldBanking and PaymentsDRN-3450018 The complaint Mr R complains that Wirecard Card Solutions Limited blocked his U Account, and he couldn’t access the funds in the account. The funds were later sent back to the original sender. The U Account was a pre-paid payment card which at the time of Mr R’s complaint was a... (4 pages)View decision -
Decision Reference DRN-5018596
12 Sep 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-5018596 The complaint Mr T is complaining about Tesco Personal Finance PLC because he says it lent irresponsibly by giving him a credit card he couldn’t afford. In making his complaint, he referred to the various other debts he had at the time and also mentioned a gambling problem. ... (5 pages)View decision -
Decision Reference DRN-2442001
17 Dec 2020 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-2442001 The complaint Mr W complains about an overdraft facility given by The Royal Bank of Scotland Plc (RBS) on a personal bank account. Mr W says the overdraft was unaffordable to him so RBS shouldn’t have lent it to him. Mr W is being represented in this complaint by his father, bu... (4 pages)View decision -
Decision Reference DRN3326183
4 Jun 2019 Bamboo Limited Not upheldBanking and creditMr M complains that Bamboo Limited, trading as Bamboo Loans (“Bamboo”) gave him loans he couldn’t afford.backgroundMr M took out a guarantor loan and a personal loan with Bamboo. He says he was in financial difficulties when he applied for the loans, and was relying on ... (4 pages)View decision -
Decision Reference DRN-4619819
15 Feb 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4619819 Complaint Mr D has complained about a loan Loans 2 Go Limited (“L2G”) provided to him. He says the loan was unaffordable and this would have been determined had proportionate checks been carried out. Background L2G provided Mr D with a loan for £1,750.00 in October 2022. The lo... (4 pages)View decision -
Decision Reference DRN6240447
22 Mar 2018 HSBC Bank plc Not upheldBanking and creditMr and Mrs J are unhappy HSBC Bank Plc allowed them to exceed their overdraft facility and incur additional charges.backgroundMr and Mrs J were long-standing customers of HSBC. Mr J says HSBC allowed the account to exceed the agreed overdraft on a number of occasions... (2 pages)View decision
