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 DRN1972429
6 Apr 2017 MEM Consumer Finance Limited UpheldBanking and creditMr C complains that MEM Consumer Finance Limited (trading as Payday UK) gave him loans he couldn’t afford to pay back. backgroundMr C took out 18 loans with Payday UK between 28 December 2012 and 23 February 2015. Our adjudicator thought that most of Mr C’s complaint ... (4 pages)View decision -
Decision Reference DRN7441976
29 Oct 2019 HSBC UK Bank Plc Not upheldBanking and creditMr K complains that HSBC UK Bank Plc won’t refund a number of transactions made from his current account that he says were unauthorised. backgroundMr K says he has a number of current accounts, one of which is this one with HSBC. A number of online gambling transactions took place during M... (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-5220200
6 Jan 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5220200 The complaint Mr W says Lloyds Bank PLC irresponsibly lent to him. What happened Mr W took out a loan for £5,300 over 84 months on 14 July 2016. The monthly repayments were £68.38 and the APR was 9.6%. The loan was given to enable Mr W to repay his overdraft with Lloyds as t... (2 pages)View decision -
Decision Reference DRN4919305
31 Oct 2013 Barclays Bank Plc Not upheldBanking and creditMrs K complains that Barclays Bank Plc has refused to refund disputed transactions on her bank account. She wants Barclays to refund the money.backgroundMrs K had a bank account with Barclays, which she used for normal banking purposes. She says that in July 2012 she collapsed in the... (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-4742323
15 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4742323 The complaint Mr O complains that Barclaycard Bank UK PLC, trading as Barclaycard (‘Barclaycard’), irresponsibly granted him a credit card he couldn’t afford to repay. What happened Mr O entered into an agreement with Barclaycard to have access to credit with a credit card acco... (4 pages)View decision -
Decision Reference DRN-5577172
23 May 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5577172 The complaint Mrs T complains that The Royal Bank of Scotland Plc (RBS) was irresponsible in its lending to her. She wants all interest and charges on the loan refunded along with statutory interest. What happened RBS provided Mrs T with a £19,000 loan in April 2019. The loa... (4 pages)View decision -
Decision Reference DRN-3450018
26 Apr 2022 Wirecard Card Solutions Limited UpheldBanking and PaymentsDRN-3450018 The complaint Mr R complains that Wirecard Card Solutions Limited blocked his U Account, and he couldn’t access the funds in the account. The funds were later sent back to the original sender. The U Account was a pre-paid payment card which at the time of Mr R’s complaint was a... (4 pages)View decision -
Decision Reference DRN-4725347
16 May 2024 Santander UK Plc UpheldConsumer CreditDRN-4725347 The complaint Mr L complains that Santander UK Plc approved two loans for him in 2021 irresponsibly. What happened Mr L took two loans from Santander. He was an existing current and savings account customer at the time. Loan 1 was in June 2021, for £2,500 to be repaid over 48 m... (6 pages)View decision