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 21091 results
-
Decision Reference DRN-4248128
24 Aug 2023 Freemans Plc Not upheldConsumer CreditDRN-4248128 The complaint Miss K complains that Freemans Plc (‘Freemans’) irresponsibly granted her a catalogue account she couldn’t afford to repay. What happened Miss K entered into an agreement with Freemans to have access to credit with an account that was opened for her in July 1996. ... (2 pages)View decision -
Decision Reference DRN-5394059
13 Mar 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5394059 The complaint Mr R complains ACI-UK Limited haven’t removed a default applied to his credit file for a debt they hold when he thinks they should. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevan... (5 pages)View decision -
Decision Reference DRN-4740728
22 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4740728 The complaint Mrs H says Bank of Scotland plc, trading as Halifax, irresponsibly lent to her and its settlement offer does not recognise the distress she has suffered. What happened On 15 September 2020 Halifax approved an overdraft facility of £100 for Mrs H. On 4 October 2020... (2 pages)View decision -
Decision Reference DRN-4776409
14 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4776409 The complaint Mrs M complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit on several occasions. Mrs M also complains that after she raised the irresponsible lending complaint NewDay closed ... (3 pages)View decision -
Decision Reference DRN3215421
10 Jun 2015 Microcredit Limited UpheldBanking and creditMrs O has complained that the fees and charges applied to a number of her loans with Microcredit Limited were unfair, and that the borrowing was unaffordable.backgroundMrs O took out 10 loans with Microcredit over a six month period. She has explained that she fell in... (2 pages)View decision -
Decision Reference DRN-6020528
22 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6020528 The complaint Mr M complains that NewDay Ltd (NewDay) irresponsibly raised the credit limit on his credit card. What happened Mr M’s application for a credit card was accepted in November 2021, it was issued with an immediate Instant Spend option at account opening of £500,... (4 pages)View decision -
Decision Reference DRN5869499
28 Oct 2020 National Westminster Bank Plc UpheldBanking and creditComplaint Miss K has complained about overdraft charges National Westminster Bank Plc (“NatWest”) added to her Select bank account. In essence, she’s said NatWest continued applying these charges when she was in financial difficulty and without any regard to her financial position. Backgro... (14 pages)View decision -
Decision Reference DRN-5954629
9 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5954629 The complaint National Westminster Bank Public Limited Company (NatWest) provided Mr M with a £24,550 loan in September 2022. It had a 60-month term and the monthly repayments were £560.35. Mr M says the loan was provided irresponsibly. What happened The details of this com... (2 pages)View decision -
Decision Reference DRN-5758037
10 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5758037 Complaint Mr T has complained about the overdraft charges HSBC UK Bank Plc (“HSBC”) applied to his account. Mr T is being represented, by the (“representative”), in his complaint. Background Mr T successfully applied for an overdraft on his HSBC current account in July 200... (6 pages)View decision -
Decision Reference DRN7618835
1 Jul 2020 Oakam Ltd UpheldBanking and creditMiss D says Oakam Ltd lent to her irresponsibly.backgroundI sent Miss D and Oakam my provisional findings on this complaint on 28 May 2020. A copy is attached and it forms part of this final decision. I explained to both parties why I planned to uphold this complaint in part and asked them... (7 pages)View decision