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 5795 results
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Decision Reference DRN-4096185
24 Jul 2023 Shelby Finance Ltd Not upheldConsumer CreditDRN-4096185 The complaint Mr M, through his representative, complains that Shelby Finance Ltd, trading as Dot Dot Loans (“Shelby”), lent to him irresponsibly. What happened Mr M took four loans from Shelby and a brief loan table is set out here: Loan Approved Amount Repayments each month P... (4 pages)View decision -
Decision Reference DRN-2888955
22 Jun 2021 Bank of Scotland Plc UpheldBanking and PaymentsDRN-2888955 The complaint Mr H complains that Bank of Scotland plc, trading as Halifax, increased his arranged overdraft on his current account several times. He believes these increases were unaffordable and should not have been granted. What happened Mr H holds a current account with Hal... (5 pages)View decision -
Decision Reference DRN-5647925
26 Jun 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5647925 The complaint Mr L complains that Nationwide Building Society was irresponsible in its lending to him. He wants his debt written off or substantially reduced and compensation for the stress he has been caused. What happened Mr L was provided with a £15,000 loan by Nationwide... (4 pages)View decision -
Decision Reference DRN-4078037
3 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4078037 The complaint Mr M complains that NewDay Ltd trading as Marbles lent to him irresponsibly. What happened Mr M’s complaint is about a credit card provided by NewDay. The account was opened in September 2020 with an initial credit limit of £600. The credit limit was increased to ... (2 pages)View decision -
Decision Reference DRN8282614
31 Mar 2020 National Westminster Bank Plc UpheldBanking and creditMr S has complained National Westminster Bank Plc will not refund payments he didn’t make and closed his account.backgroundMr S opened an account with NatWest in May 2017 with an agreed overdraft facility of £1,250. He accepts he made some payments with his card. But he disputes a further ... (3 pages)View decision -
Decision Reference DRN4651131
17 Oct 2019 Indigo Michael Limited UpheldBanking and creditMr S has complained that Indigo Michael Limited, trading as Safety Net Credit, gave him a Safety Net facility without carrying out proper creditworthiness and affordability checks.background and findingsI issued my provisional decision on 25 September 2019 and gave Mr S and Indigo Michael ... (5 pages)View decision -
Decision Reference DRN6991094
24 Sep 2013 Bank of Scotland Plc UpheldBanking and creditMr C complains that Bank of Scotland Plc (BoS) wrongly allowed him to increase his overdraft through online applications, despite knowing he had a gambling problem. Mr C had an overdraft of £5,000, which he reduced to £500. He told the bank of his gambling problem and a note was added ... (2 pages)View decision -
Decision Reference DRN-4610436
11 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4610436 Complaint Mrs G has complained that NewDay Ltd (“NewDay”) irresponsibly provided her with credit card accounts, which it then allowed her to access funds in order to gamble even after a prohibition on using credit cards for gambling was introduced. Background Mrs G had two cred... (6 pages)View decision -
Decision Reference DRN3696088
7 May 2019 Casheuronet UK LLC Not upheldBanking and creditMr B complains that CashEuroNet UK LLC (CEN) was irresponsible in lending him money and it telling him it had defaulted one loan.backgroundMr B has had three loans from CEN. One for £300 taken out on 14 March 2015 was repayable in twelve monthly instalments of £45.03... (3 pages)View decision -
Decision Reference DRN5638729
21 Mar 2019 NewDay Ltd Not upheldBanking and creditMr R complains that NewDay Ltd acted irresponsibly when they approved his application for a second credit card account. To put things right he wants them to refund him the interest and charges that were applied to the account when he later missed some payments.backgroun... (2 pages)View decision