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 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 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-1523210
7 Jun 2020 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-1523210 The complaintMiss B complains that Tesco Personal Finance PLC trading as Tesco Bank irresponsibly allowed her to open four credit card accounts. What happenedMiss B says Tesco allowed her to open four credit card accounts from 2014 to 2019 that were unaffordable. She says she w... (2 pages)View decision -
Decision Reference DRN4475243
22 Sep 2017 Avantcredit Of Uk, Llc Not upheldBanking and creditMrs L complains that AvantCredit of UK, LLC (“AvantCredit) ought not to have lent to her.our initial conclusionsOur adjudicator didn’t recommend upholding Mrs L’s complaint. She didn’t think AvantCredit had acted incorrectly in lending to Mrs L.Mrs L rejected this reco... (2 pages)View decision -
Decision Reference DRN7933005
5 May 2017 The Royal Bank of Scotland Plc Not upheldBanking and creditMr K’s complaint is that The Royal Bank of Scotland Plc (“RBS”) won’t refund him for unauthorised transactions made from his account to gambling websites.backgroundMr K’s complained to RBS that around £71,000 was taken from his account (largely in June 2015) and paid ... (2 pages)View decision -
Decision Reference DRN-4640222
26 Feb 2024 Sainsbury's Bank Plc UpheldConsumer CreditDRN-4640222 The complaint Mr S has complained that Sainsbury’s Bank Plc acted irresponsibly when it approved him for a £20,000 loan in 2020. Background Mr S successfully applied for a £20,000 unsecured personal loan with Sainsbury’s in January 2020. He has said that at the time he was beco... (3 pages)View decision -
Decision Reference DRN-3210581
23 Dec 2021 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3210581 The complaint Miss B complains that PayPal (Europe) Sarl and Cie SCA, won’t refund payments that she didn’t make from her account. What happened Miss B disputes six payments made to a gambling website on 23 May 2020 using PayPal. These totalled £550. She says that her account w... (3 pages)View decision