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 62 results
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Decision Reference DRN-5102512
24 Oct 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5102512 The complaint Mr S says that Sainsbury’s Bank Plc lent to him irresponsibly when he was granted a personal loan. What happened Mr S applied for a £25,000 loan from Sainsbury’s Bank on 2 March 2016. It had a term of 62 months, and it was repayable at £518.52 a month. The APR ... (5 pages)View decision -
Decision Reference DRN-5746553
17 Sep 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5746553 The complaint Miss K complains that Sainsbury’s Bank Plc (“Sainsbury’s”) irresponsibly granted her a credit card that she couldn’t afford to repay. What happened Miss K entered into an agreement with Sainsbury’s to have access to credit with a credit card account. The accou... (4 pages)View decision -
Decision Reference DRN-5132356
21 Nov 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5132356 The complaint Miss S complains that Sainsbury’s Bank Plc didn’t consider that a loan account she held with it was eligible for a medical write-off. What happened In December 2021 Miss S entered into a five-year personal loan with Sainsbury’s Bank. The repayments were ££229.3... (3 pages)View decision -
Decision Reference DRN-4906719
7 Aug 2024 Sainsbury's Bank Plc UpheldConsumer CreditDRN-4906719 The complaint Mr A complains that Sainsbury's Bank Plc (“Sainsbury's”) lent to him in an irresponsible manner. What happened Mr A was given a loan by Sainsbury's in January 2023. He borrowed £10,000 that he agreed to repay in 60 monthly instalments of £218.91.... (4 pages)View decision -
Decision Reference DRN-4427236
29 Nov 2023 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4427236 The complaint Mrs S complains that Sainsbury's Bank Plc was irresponsible in its lending to her and was rude and lacked compassion when she contacted it about her difficult circumstances. What happened Mrs S was provided with a Sainsbury’s Bank credit card in May 2019. She... (3 pages)View decision -
Decision Reference DRN-5868013
9 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5868013 The complaint Mr B has complained about a credit card NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY trading as Sainsbury's Bank (“Sainsbury’s Bank”) provided to him. He says the credit card was not affordable for him. What happened Sainsbury’s Bank provided Mr B wit... (4 pages)View decision -
Decision Reference DRN-5596812
16 Jun 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5596812 The complaint Miss R believes Mercedes-Benz Financial Services UK Ltd (MBFS) have acted irresponsibly by agreeing a conditional sale agreement she couldn’t afford to repay. Miss R has also raised concerns about the role commission played in the sale of the agreement. This c... (7 pages)View decision -
Decision Reference DRN-5813726
8 Dec 2025 Sainsbury's Bank Plc UpheldConsumer CreditDRN-5813726 The complaint Sainsbury’s Bank Plc provided Mr R with a £7,675 loan in June 2024. The APR was 11.9% and the monthly repayments were £358.77. Mr R says the loan was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t... (2 pages)View decision -
Decision Reference DRN-4003641
10 Mar 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4003641 Complaint Mrs S has complained that Sainsbury’s Bank Plc (“Sainsbury’s”) irresponsibly provided her with an unaffordable credit card. She said that she was provided with this credit card at a time when she was already struggling because she had no income due to the pandemic. Ba... (3 pages)View decision -
Decision Reference DRN-5855807
12 Nov 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5855807 The complaint Mr F complains Sainsbury’s Bank Plc failed to carry out sufficient checks before providing him with a credit card and subsequently increasing his limit. He says had they carried out enough checks they ought to have known the borrowing wouldn’t have been afforda... (3 pages)View decision
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