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-5469113
12 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5469113 The complaint Mr L, a sole trader, complains that HSBC UK Bank Plc should not have allowed him to have an arranged overdraft – and that it should not have allowed that overdraft to increase. What happened HSBC initially agreed an overdraft of £8,000 for Mr L on 21 August 20... (4 pages)View decision -
Decision Reference DRN-3457957
16 Jun 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3457957 The complaint Mr F complains that Nationwide Building Society won’t refund disputed payments made from his current account. What happened Mr F says that between 14 and 27 January 2021 fraudulent transactions totalling £4455 were made from his current account to online gambling ... (3 pages)View decision -
Decision Reference DRN-3833620
30 Nov 2022 Barclays Bank UK PLC UpheldConsumer CreditDRN-3833620 The complaint Mrs M has complained that Barclays Bank UK Plc lent to her irresponsibly when they agreed a fixed sum loan for her on 15 April 2019. What happened I issued my provisional decision to both parties which set out the background to this complaint and my provisional fi... (6 pages)View decision -
Decision Reference DRN-4471257
2 Jan 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4471257 The complaint Mr B complains Startline Motor Finance Limited (Startline) irresponsibly entered into a hire purchase agreement with him because it didn’t complete reasonable and proportionate checks to ensure the agreement was affordable. What happened Mr B entered into a hire p... (5 pages)View decision -
Decision Reference DRN2475171
23 Jan 2015 Bank of Scotland Plc Not upheldBanking and creditMr L complains that Bank of Scotland plc (trading as Halifax) lent to him irresponsibly when it increased his overdraft. He’d like Halifax to reduce or write off his overdraft. Mr L has brought his complaint through a relative.backgroundMr L has a current account with Halifax. In the au... (2 pages)View decision -
Decision Reference DRN3604103
1 Nov 2017 Santander UK Plc Not upheldBanking and creditMr T complained about charges on his account with Santander UK Plc. He wants all charges refunded for the last six years, together with compensation for the effect the charges had had on him.backgroundMr T complained about charges which Santander had made to his c... (3 pages)View decision -
Decision Reference DRN-1755571
23 Jun 2020 Vanquis Bank Limited Not upheldBanking and PaymentsComplaint Mr G complains that Vanquis Bank Limited acted irresponsibly when it granted him a credit card account and subsequently increased the credit limit several times. Background Mr G applied for and was granted a credit card account with Vanquis in November 2012. He says Vanquis incre... (3 pages)View decision -
Decision Reference DRN5823699
5 Oct 2015 Nationwide Building Society Not upheldBanking and creditMr M complains that Nationwide Building Society will not refund payments to an online gambling site he says he did not authorise.backgroundMr M set up an online gambling account used through an application on his smartphone. He made transactions using his Nationwide d... (2 pages)View decision -
Decision Reference DRN-4610139
14 Feb 2024 Lloyds Bank PLC Not upheldConsumer CreditDRN-4610139 Complaint Mr M has complained about a personal loan Lloyds Bank PLC (“Lloyds”) provided to him. He says that the loan was unaffordable. Background Mr M also complained about credit cards which Lloyds provided to him. But we’ve already provided him with an answer on that separat... (3 pages)View decision -
Decision Reference DRN9849725
26 Jul 2017 IG Markets Limited Not upheldInvestment and pensionsMr B has complained that IG Markets Limited failed to stop his spread betting getting out of control. He says they only helped him when he told them he had run up large debts and it was too late. He feels he would not have got into this situation if IG’s systems ... (2 pages)View decision