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 68 results
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Decision Reference DRN-6060199
4 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6060199 The complaint Mr B complains National Westminster Bank Plc trading as Sainsbury’s Bank (Sainsbury’s) failed to carry out thorough enough financial checks, before it approved a credit card account for him. What happened Mr B says Sainsbury’s approved a credit card account for... (3 pages)View decision -
Decision Reference DRN-5334039
24 Mar 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5334039 The complaint Mr H complains that Sainsbury’s Bank plc (‘Sainsbury’s’) didn’t explain his personal loan interest rate to him clearly and provided inadequate support and forbearance when he experienced financial difficulty. Mr H is assisted by his solicitors to bring this co... (4 pages)View decision -
Decision Reference DRN-6135044
9 Feb 2026 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-6135044 The complaint Mr L complains that Sainsbury's Bank Plc was irresponsible in its lending to him. He wants all interest on his loans refunded as well as a gesture of goodwill to reflect the impact this has had on him. What happened Mr L was provided with two loans by Sain... (6 pages)View decision -
Decision Reference DRN-4778347
3 Jun 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-4778347 The complaint Mr P Mr P complains that Sainsbury’s Bank PLC lent to him irresponsibly. What happened Mr P applied for two loans. A brief loan table gives some details. Loan Approved Amount Interest Repayments and term Repaid 1 28 November 2016 £24,000 £5,448.72 74 months at £40... (9 pages)View decision -
Decision Reference DRN-2820163
11 Jun 2021 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-2820163 The complaint Mrs G’s complaint is being brought on her behalf by a company - who I’ll refer to as company C. They complain that Sainsbury’s Bank Plc (Sainsbury’s) lent to Mrs G irresponsibly. Company C say Mrs G wants the balance outstanding on the account to be written off. ... (8 pages)View decision -
Decision Reference DRN-2834932
26 May 2021 Sainsbury's Bank Plc UpheldConsumer CreditDRN-2834932 The complaint Miss H wanted to decrease her loan repayments with Sainsbury’s Bank Plc (“Sainsbury’s”) when she went on maternity leave. Sainsbury’s agreed new loan terms with a reduced monthly repayment but later told Miss H that this shouldn’t have been agreed and that she did... (8 pages)View decision -
Decision Reference DRN-5877317
30 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5877317 The complaint Ms P complains that National Westminster Bank Public Limited Company (NatWest) lent irresponsibly when it approved her loan application. What happened Ms P applied for a NatWest loan of £8,000 over a 49 month term in February 2023. In her application, Ms P sai... (3 pages)View decision -
Decision Reference DRN-4964978
15 Aug 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-4964978 The complaint Ms H says Sainsbury's Bank Plc (SB) irresponsibly lent to her. What happened Ms H took out an £11,000 loan over 36 months from SB on 29 August 2015. The monthly repayments were £348.47, the total repayable was £12,545 and the APR was 9.1%. Ms H says SB’s ... (3 pages)View decision
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