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 5830 results
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Decision Reference DRN-4487570
30 Nov 2023 National Westminster Bank Plc Not upheldConsumer CreditDRN-4487570 The complaint Miss C complains that National Westminster Bank Plc (NatWest) was irresponsible to lend to her on several occasions. What happened NatWest agreed five loans for Miss C between October 2017 and May 2022. I’ve summarised some of the information it provided about the... (6 pages)View decision -
Decision Reference DRN-4933927
27 Jul 2024 Nationwide Building Society UpheldConsumer CreditDRN-4933927 The complaint Mr S complains that Nationwide Building Society irresponsibly approved two loans which were unaffordable. What happened Mr S says he applied for two Nationwide loans in 2021 and 2023 which were unaffordable. He says appropriate checks were not carried out and h... (3 pages)View decision -
Decision Reference DRN8918968
9 May 2017 Madison CF UK Limited Not upheldBanking and creditMr I complains that Madison CF UK Limited, trading as 118 118 Money, lent him money irresponsibly.backgroundMr I applied for a 118 118 loan in December 2015 for £2,000 over two years. He says he had a gambling problem at the time, and 118 118 should’ve known that from lo... (2 pages)View decision -
Decision Reference DRN-4707429
9 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4707429 The complaint Mr B has complained that National Westminster Bank Plc (NatWest) won’t refund transactions he says he didn’t make or otherwise authorise. What happened Between April and August 2023, Mr B’s NatWest account was occasionally used for gambling payments, made across t... (4 pages)View decision -
Decision Reference DRN4637478
6 Mar 2020 Oakbrook Finance Limited Not upheldBanking and creditComplaintMr L says Oakbrook Finance Limited, trading as Likely Loans, shouldn’t have lent him money in 2018.BackgroundIn October 2018, Mr L borrowed £3,600 from Likely Loans. He would repay this amount, with interest, over 36 months at a monthly cost of £190.16. The total amount repayable ... (4 pages)View decision -
Decision Reference DRN0516360
28 Jul 2017 Carcashpoint Limited Not upheldBanking and creditMr P complains that CarCashPoint Limited lent him money he couldn’t afford to repay. backgroundMr P took out a £1060 loan with CarCashPoint in December 2016. He complained to CarCashPoint earlier this year that the loan wasn’t affordable for him and that it was irresp... (3 pages)View decision -
Decision Reference DRN-4549767
12 Jan 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4549767 The complaint Mrs L complains that HSBC UK Bank Plc (“HSBC”) lent to her irresponsibly. What happened Mrs L successfully applied for two loans with HSBC in 2019. The first loan was taken out in February 2019 and Mrs L repaid this a few days later. Mrs L then took out a further ... (4 pages)View decision -
Decision Reference DRN9241775
8 Feb 2021 Everyday Lending Limited UpheldBanking and creditMr E says Everyday Lending Limited (ELL) didn’t complete proper checks to make sure the loan he applied for was affordable and it failed to give him important information about the loan. background Mr E took out a 36-month instalment loan from ELL on 27 October 2015. It was for £2,500 and ... (4 pages)View decision -
Decision Reference DRN-5906820
25 Oct 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5906820 The complaint Mr H complains that MBNA Limited acted irresponsibly, failing to complete thorough checks, when providing him with credit in the form of two credit cards and two loans. Mr H is represented in this complaint, but I’ll refer to him as it’s his complaint. What ha... (4 pages)View decision -
Decision Reference DRN-4177109
27 Dec 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4177109 The complaint Mrs H complains that Bank of Scotland plc trading as Halifax won’t refund her for transactions she didn’t authorise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key ev... (3 pages)View decision