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 5520 results
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Decision Reference DRN-4459802
17 Nov 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4459802 The complaint Mrs W complains that Clydesdale Bank Plc trading as Virgin Money was irresponsible in its lending to her. What happened Mrs W was provided with a credit card account with a credit limit of £6,200 in July 2021. She says that this credit limit shouldn’t have been pr... (3 pages)View decision -
Decision Reference DRN6261148
21 Mar 2019 Sainsbury's Bank Plc Not upheldBanking and creditMr A complains that Sainsbury’s Bank Plc reissued his credit card after a long time of inactivity without carrying out any affordability checks.backgroundMr A says that after a number of years when his credit card was suspended due to him being in a debt management plan... (3 pages)View decision -
Decision Reference DRN2344510
14 Aug 2018 Loans 2 Go Limited Not upheldBanking and creditMr H complains that his loans from Loans 2 Go Limited were unaffordable and shouldn’t have been made to him – and he says that his mental health and gambling issues weren’t properly considered. backgroundLoans 2 Go made two log-book loans, which were secured on his ca... (3 pages)View decision -
Decision Reference DRN-5494745
23 May 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5494745 The complaint Miss R has complained that Madison CF UK Limited trading as 118 118 Money, acted irresponsibly when it provided her with a £2,000 personal loan in September 2024. Background Miss R applied for a £2,000 personal loan from 118 118 Money in September 2024. The loa... (3 pages)View decision -
Decision Reference DRN-4879048
8 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4879048 The complaint Miss J and Miss H have complained that Nationwide Building Society (“Nationwide”) irresponsibly granted them an overdraft in July 2019 and then went on to increase the overdraft limits. What happened In July 2019 Miss J and Miss H was granted an overdraft of £... (3 pages)View decision -
Decision Reference DRN4569534
26 Jul 2017 Nationwide Building Society Not upheldBanking and creditMr M complains that Nationwide Building Society failed to prevent or refund some transactions on his account he says he didn’t make.backgroundIn December 2016 Mr M went abroad on holiday. While he was away, 35 debit card transactions were made on his current account... (2 pages)View decision -
Decision Reference DRN5529858
8 May 2017 Uncle Buck Finance LLP Not upheldBanking and creditMr O complains Uncle Buck Finance LLP lent him money he couldn’t afford to repay.backgroundMr O took out five loans with Uncle Buck, of which four were instalment loans.date takenamountinstalmentshighest monthly paymentDate repaid19 April 2015£2500n/a30 April 20154 M... (3 pages)View decision -
Decision Reference DRN-2774791
27 Jun 2021 OSL Financial Consultancy Limited Not upheldMortgagesDRN-2774791 The complaint Mr and Mrs P complain that their secured loan was mis-sold in 2017 by OSL Financial Consultancy Limited trading as MortgageKey. They say Mr P’s spending was out of control, and he had a gambling problem, so MortgageKey’s advice was irresponsible. What happened Mr ... (3 pages)View decision -
Decision Reference DRN1322923
28 Oct 2016 Tesco Personal Finance PLC Not upheldBanking and creditMrs M complains about a number of transactions she says she didn’t make or authorise. She is unhappy that Tesco Personal Finance PLC won’t refund them.backgroundMrs M says she’s unwell and uses a carer. She gave her carer her credit card and PIN so she could use t... (2 pages)View decision -
Decision Reference DRN-4609394
2 Oct 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4609394 The complaint Mr D has complained that National Westminster Bank Plc (“NatWest”) acted inappropriately when it increased his overdraft limit twice in 2017. He also believes the bank failed to spot the unusual activity on his account or the fact that he was struggling with a ... (4 pages)View decision