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 DRN9127287
11 Jul 2016 Barclays Bank Plc Not upheldBanking and creditMr W complains about three loans taken out with Barclays Bank Plc. He believes insufficient checks were carried out when he applied for the loans and had appropriate checks been completed, they wouldn’t have been agreed. Mr W is represented in his complaint by his fat... (3 pages)View decision -
Decision Reference DRN3711504
22 Oct 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr C complains about The Royal Bank of Scotland Plc, trading as NatWest (“NatWest”). He says that the business lent to him irresponsibly in two personal loans and an overdraft in 2014. He wants NatWest to refund the charges and interest he paid, and for statutory inter... (3 pages)View decision -
Decision Reference DRN-3293575
18 Mar 2022 Santander UK Plc UpheldConsumer CreditDRN-3293575 The complaint Mr M complains about finance he took out with Santander UK Plc (“Santander”). What happened I set out what happened leading up to and in the course of Mr M’s complaint in my provisional decision, which I issued earlier this year. To make this decision easier to re... (7 pages)View decision -
Decision Reference DRN2383584
21 Nov 2019 Bank of Scotland Plc Not upheldBanking and creditMr M complains that Bank of Scotland plc (trading as Halifax) will not refund payments he says he did not make from his bank account.backgroundMr M disputes a number of payments totalling £2,160 made to an online gambling website between 22 and 25 March 2018. He says that he last used his ... (3 pages)View decision -
Decision Reference DRN6256801
30 May 2018 Everyday Loans Limited UpheldBanking and creditMr L took out a loan in January 2017 with Everyday Loans Limited. He complains that Everyday acted irresponsibly, when it approved this loan. He says it incorrectly assessed that he could afford the loan repayments. He wants Everyday to refund all interest and oth... (2 pages)View decision -
Decision Reference DRN-3213827
2 Aug 2022 Number One Police Credit Union Limited UpheldConsumer CreditDRN-3213827 The complaint Mr A is unhappy that Number One Police Credit Union Limited (trading as No 1 CopperPot Credit Union) provided him with loans that were unaffordable. What happened Mr A took out a number of loans with CopperPot Credit Union (CPCU), on the following basis: Loan numb... (8 pages)View decision -
Decision Reference DRN-5344892
11 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5344892 The complaint Mr S complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr S applied for a credit card with Vanquis in May 2016. In his application Mr S said he had an income ... (3 pages)View decision -
Decision Reference DRN-4273156
31 Jul 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4273156 The complaint Mr W has complained about a hire purchase agreement he had with Blue Motor Finance Ltd (BMF). He says he shouldn’t have been given the agreement. What happened In March 2020 Mr W entered into a 5-year hire purchase agreement with BMF to acquire a car. The car cost... (4 pages)View decision -
Decision Reference DRN8791081
7 Feb 2018 Advancis Limited Not upheldBanking and creditMr K complains that Advancis Limited (Advancis) shouldn’t have approved his guarantor loan. He’s also unhappy with the poor customer service he received – he says Advancis were aggressive in their communications.backgroundIn August 2016 Mr K took out a loan for £7,000 w... (3 pages)View decision -
Decision Reference DRN9611230
29 Sep 2016 Barclays Bank Plc Not upheldBanking and creditMr I had a student account with Barclays Bank Plc. He complains that it has refused to refund a number of transactions he didn’t make.backgroundMr I disputes a number of payments that were made to a gambling business between 13 April 2016 and 3 May 2016 using his ... (2 pages)View decision
