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-5534590
22 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5534590 The complaint Mr C has complained that Bank of Scotland plc trading as Halifax won’t refund money he says he lost to a scam. What happened Mr C says he received a text message informing him that he was due a reward in relation to cryptocurrency and a link to the platform wa... (3 pages)View decision -
Decision Reference DRN-2856553
16 Jun 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-2856553 The complaint Mr S has complained that Lloyds Bank PLC (“Lloyds”) acted irresponsibly by approving him for two overdrafts with a limit of £4,000 each without carrying out proper checks. What happened Mr S held a bank account with Lloyds. On 2 February 2018 Mr S applied on-line ... (3 pages)View decision -
Decision Reference DRN-5743230
10 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5743230 The complaint Mrs A believes that Bank of Scotland plc trading as Halifax should not have accepted her application for a mortgage with it – that it was irresponsibly lent due to her circumstances. What happened In the summer of 2023 Mrs A owned her home outright. She took ad... (3 pages)View decision -
Decision Reference DRN-5203464
27 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5203464 The complaint Miss W complains Bank of Scotland plc failed to provide her with appropriate support and intervene when she spent excessive amounts on gambling. What happened Miss W held a BoS account, and in 2012 Miss W was granted an overdraft on the account. This was for £... (3 pages)View decision -
Decision Reference DRN-4845081
11 Jun 2024 Progressive Money Limited UpheldConsumer CreditDRN-4845081 The complaint Mr H complains that Progressive Money Limited irresponsibility lent to him when it agreed a loan. What happened In June 2018 Progressive Money gave Mr H a £3,500 loan to be repaid over 36 months. The APR was 46.78% and the monthly repayment was approximately £166.... (4 pages)View decision -
Decision Reference DRN7368923
17 May 2013 National Westminster Bank Plc Not upheldBanking and creditMiss K says she did not make or authorise certain transactions totalling more than £7,000 to an online gambling site in late December 2010. background National Westminster Bank plc did not accept Miss K’s argument but it did agree it had not dealt well with her complaint and paid her £... (1 page)View decision -
Decision Reference DRN1534938
9 Apr 2019 DJS (UK) Limited UpheldBanking and creditMr L complains that DJS (UK) Limited, trading as PiggyBank, (“DJS”), gave him short termloans which were unaffordable.backgroundMr L took out four instalment loans with DJS. A summary of Mr L’s borrowing history isbelow:Loan numberDateLoan amountNumber of repayments a... (5 pages)View decision -
Decision Reference DRN-5094522
27 Nov 2024 MBNA Limited UpheldBanking and PaymentsDRN-5094522 The complaint Mr H complains that MBNA Limited was irresponsible when it offered him a credit card account. What happened MBNA opened a credit card account for Mr H in August 2020 with a credit limit of £8,000. I understand the facility was withdrawn in March 2024. Mr H co... (5 pages)View decision -
Decision Reference DRN-5997270
11 Mar 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5997270 The complaint Mr L complains that PayPal UK Ltd failed to intervene when he was suffering from a gambling disorder. What happened Mr L had two accounts with PayPal. He says he suffered from a gambling disorder which caused compulsive behaviour. He used one of the accounts t... (2 pages)View decision -
Decision Reference DRN-5297374
10 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5297374 The complaint Miss W has complained Starling Bank Limited won’t refund her for numerous disputed transactions made between March and July 2024. What happened Miss W gambles online and uses her Starling card to deposit cash into various accounts. Despite using sites she recog... (2 pages)View decision