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-3141894
15 Dec 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3141894 The complaint Mr S complains about the level of support provided by Barclays Bank UK PLC trading as Barclaycard (Barclaycard) when he got in to financial difficulties. What happened What Mr S says Mr S says that he has a Barclaycard and that over the years his credit limit and ... (3 pages)View decision -
Decision Reference DRN-4691845
29 Nov 2024 Spreadex Limited UpheldInvestmentsDRN-4691845 The complaint Mr R complains that Spreadex Limited allowed him to spread-bet when it knew or should’ve known he had a gambling addiction. This caused him to suffer significant financial losses. What happened In April 2021 Mr R opened a fixed odds betting account and a spread-... (23 pages)View decision -
Decision Reference DRN6496279
9 Sep 2014 National Westminster Bank Plc UpheldBanking and creditMr H, as a director of Z, a limited company complains that National Westminster Bank Plc failed to apply a daily limit to a debit card used by another director.backgroundIn July 2013, Mr K, a director of Z, a limited company used his company debit card to spend a significant sum on o... (2 pages)View decision -
Decision Reference DRN2019987
9 Oct 2017 Lloyds Bank PLC Not upheldBanking and creditMr H complains that Lloyds Bank PLC has refused to refund some disputed transactions. Mr H says he is the victim of fraud and he wants Lloyds to refund the money.backgroundMr H says he contacted Lloyds in April 2017 because he’d noticed some transactions on his curr... (2 pages)View decision -
Decision Reference DRN-5534333
25 Sep 2025 MIR Limited UK Ltd Not upheldBanking and PaymentsDRN-5534333 The complaint Mr K complains MIR Limited UK Ltd unfairly closed his account and provided him with poor service. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr ... (4 pages)View decision -
Decision Reference DRN7111817
20 Mar 2019 Greenlight Credit Ltd UpheldBanking and creditMr S complains that Greenlight Credit Ltd lent to him irresponsibly because it should have been aware through the checks it completed that he had a gambling problem. backgroundMr S applied for a log book loan with Greenlight in September 2017. He borrowed £4,000 and ... (5 pages)View decision -
Decision Reference DRN0560862
26 Feb 2019 Capital One (Europe) plc Not upheldBanking and creditMr T complains that Capital One (Europe) plc irresponsibly lent to him by increasing the credit limit on his credit card with them when he was already over his limit. He doesn’t think they should’ve done this. He also complains about charges applied to his account... (3 pages)View decision -
Decision Reference DRN3263958
22 Jan 2020 The Royal Bank of Scotland Plc Not upheldBanking and creditMr M complains The Royal Bank of Scotland Plc gave him a large overdraft facility in October 2017 even though he’d previously exceeded his overdraft limit on a number of occasions.backgroundMr M says he’d exceeded his overdraft limits in June, July, August and September 2017 and it should’... (2 pages)View decision -
Decision Reference DRN-2312241
19 Jan 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2312241 The complaint Mr and Mrs G have complained that Bank of Scotland PLC trading as Halifax (“Halifax”) declined Mr G’s deposits to an online gambling site - which stopped him placing a winning bet. What happened Mr G enjoys playing roulette online. He funds this by making payment... (3 pages)View decision -
Decision Reference DRN-4781475
7 May 2024 Metro Bank PLC Not upheldConsumer CreditDRN-4781475 The complaint Mr P complains that Metro Bank PLC trading as RateSetter (RS) lent to him irresponsibly. What happened Mr P took out two loans from RS as shown: Date Amount/Purpose Fee Payments Notes September 2016 £5,000 – debt consolidation £85.50 £147.99/ 36 months Repaid Nove... (6 pages)View decision