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-5401056
17 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5401056 The complaint Mrs and Mr R complain that Santander UK Plc irresponsibly gave them an overdraft facility and it continued to unfairly apply overdraft charges when they were struggling financially. What happened In May 2018, Mrs and Mr R applied for a £200 overdraft facility f... (6 pages)View decision -
Decision Reference DRN-4923109
6 Sep 2024 AutoMoney Limited Not upheldConsumer CreditDRN-4923109 The complaint Mr B complains that AutoMoney Limited trading as AutoMoney Motor Finance (AutoMoney) irresponsibly granted him two hire purchase agreements that he couldn’t afford to repay. What happened In June 2020 Mr B acquired a vehicle financed by a hire purchase agreeme... (5 pages)View decision -
Decision Reference DRN-2557572
30 Sep 2021 Provident Personal Credit Limited Not upheldConsumer CreditDRN-2557572 The complaint Miss B is unhappy that Provident Personal Credit Limited trading as Satsuma Loans allowed a loan to be taken out in her name. She says the loan was applied for by her ex-partner without her permission but it is holding her responsible for the borrowing. What happe... (4 pages)View decision -
Decision Reference DRN5162460
23 Jan 2018 National Westminster Bank Plc Not upheldBanking and creditMr M complains that National Westminster Bank Plc (NatWest) should have done more to prevent him from making large withdrawals from his accounts for the purpose of gambling.backgroundMr M made a previous complaint about Nat West not doing enough to prevent him from ma... (2 pages)View decision -
Decision Reference DRN6596345
17 Jul 2018 Casheuronet UK LLC UpheldBanking and creditMr B says CashEuroNet UK LLC, trading as Quick Quid, lent to him irresponsibly. He says Quick Quid didn’t carry out sufficient affordability checks and ought to have realised he was dependent on short-term credit.backgroundI issued my provisional decision on this compl... (5 pages)View decision -
Decision Reference DRN2475171
23 Jan 2015 Bank of Scotland Plc Not upheldBanking and creditMr L complains that Bank of Scotland plc (trading as Halifax) lent to him irresponsibly when it increased his overdraft. He’d like Halifax to reduce or write off his overdraft. Mr L has brought his complaint through a relative.backgroundMr L has a current account with Halifax. In the au... (2 pages)View decision -
Decision Reference DRN-3288470
22 Aug 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3288470 The complaint Mr G complains that NewDay Ltd (trading as Marbles) lent to him irresponsibly. What happened On 6 March 2017, Mr G applied for a Marbles credit card and was given a limit of £600. He used the card regularly but in November 2018 stopped making payments and fell int... (3 pages)View decision -
Decision Reference DRN-4603125
8 May 2024 Think Money Limited Not upheldBanking and PaymentsDRN-4603125 The complaint Mr B complains about the customer service he received from Think Money Limited following a refund into his account, which he was unable to access. What happened Mr B opened a Thinkmoney account to assist with paying his bills. He opened a gambling account with a d... (3 pages)View decision -
Decision Reference DRN-1755571
23 Jun 2020 Vanquis Bank Limited Not upheldBanking and PaymentsComplaint Mr G complains that Vanquis Bank Limited acted irresponsibly when it granted him a credit card account and subsequently increased the credit limit several times. Background Mr G applied for and was granted a credit card account with Vanquis in November 2012. He says Vanquis incre... (3 pages)View decision -
Decision Reference DRN3094213
16 Dec 2019 Loans 2 Go Limited UpheldBanking and creditMr M complains that Loans 2 Go Limited (“L2G”) irresponsibly gave him a number of loans he couldn’t afford to pay. backgroundAs far as I can see, Mr M was given twelve loans between August 2015 and October 2018. The loans were a mixture of logbook loans and unsecured personal ones. One of ... (2 pages)View decision
