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 4967 results
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Decision Reference DRN9846944
5 Aug 2016 Bank of Scotland Plc Not upheldBanking and creditMr B isn’t happy that Bank of Scotland plc (trading as Halifax) let him build up an overdraft and credit card debt. backgroundMr B told us that he was on a ‘zero hours’ contract. He says that Halifax allowed him to build up an overdraft of around £2,700 and credit... (2 pages)View decision -
Decision Reference DRN3148781
9 Jul 2019 National Westminster Bank Plc Not upheldBanking and creditMr D has complained that National Westminster Bank Plc (NatWest) acted irresponsibly by increasing his overdraft without doing sufficient checks on his finances.backgroundMr D has a current account with NatWest. Mr D says NatWest allowed him to increase his overdraft from £250 to £4,000 in... (2 pages)View decision -
Decision Reference DRN1360776
15 Aug 2017 Santander UK Plc Not upheldBanking and creditMr F says that Santander UK Plc should have questioned unusual activity and put a hold on his credit card when he made frequent gambling transactions in a short period of time. He also complains that they shouldn’t have allowed his account to exceed the credit li... (2 pages)View decision -
Decision Reference DRN-3501285
26 May 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3501285 The complaint Mr Q complains that Madison CF UK Limited (trading as 118118 Money Limited) was irresponsible to lend to him. What happened Mr Q had one loan from 118118 Money on 6 August 2018. He borrowed £3,000 and needed to repay £236.11 per month for 24 months. The loan was r... (3 pages)View decision -
Decision Reference DRN-4610139
14 Feb 2024 Lloyds Bank PLC Not upheldConsumer CreditDRN-4610139 Complaint Mr M has complained about a personal loan Lloyds Bank PLC (“Lloyds”) provided to him. He says that the loan was unaffordable. Background Mr M also complained about credit cards which Lloyds provided to him. But we’ve already provided him with an answer on that separat... (3 pages)View decision -
Decision Reference DRN-1862646
27 May 2020 Commsave Credit Union Limited Not upheldConsumer CreditDRN-1862646 The complaintMr F believes Commsave Credit Union Limited acted irresponsibly by agreeing loans he’d applied for. What happenedI issued my provisional decision on this complaint on 19 May 2020, a copy of which is below and forms part of this decision. copy of provisional decisio... (6 pages)View decision -
Decision Reference DRN-3799444
3 Jan 2023 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3799444 The complaint Mr M complains that The Royal Bank of Scotland Plc (RBS) hasn’t helped him with a fraud claim. What happened Mr M says he made a number of payments to a gambling company based abroad. He says he believed he had won over £80,000 and so spent his money believing he ... (2 pages)View decision -
Decision Reference DRN6443432
6 Mar 2020 Lloyds Bank PLC Not upheldBanking and creditMrs O has complained Lloyds Bank plc won’t refund transactions made with her debit card which she didn’t authorise. She’s also complained about an increase in her overdraft limit and a personal loan which she didn’t take out.backgroundMrs O contacted Lloyds in August 2018. She’d lost her d... (3 pages)View decision -
Decision Reference DRN-4524483
21 Dec 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4524483 The complaint A limited company, that I will refer to as S, complains about the inability to make certain payments from its business bank account using its Santander UK Plc debit card. What happened The following is intended only as a brief summary of events. S operates within ... (4 pages)View decision -
Decision Reference DRN-4471257
2 Jan 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4471257 The complaint Mr B complains Startline Motor Finance Limited (Startline) irresponsibly entered into a hire purchase agreement with him because it didn’t complete reasonable and proportionate checks to ensure the agreement was affordable. What happened Mr B entered into a hire p... (5 pages)View decision
