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-6014149
12 Jan 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6014149 The complaint Mr J has complained Nationwide Building Society wouldn’t refund disputed gambling transactions and then lodged a fraud-related marker on the industry fraud database, CIFAS. What happened On 8 July 2025, Mr J contacted Nationwide. He’d been alerted after his wif... (2 pages)View decision -
Decision Reference DRN-4579975
25 Jan 2024 MBNA Limited UpheldBanking and PaymentsDRN-4579975 The complaint Mr C complains that MBNA Limited lent irresponsibly when it approved his credit card application and went on to increase the credit limit. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr... (3 pages)View decision -
Decision Reference DRN-5968289
25 Mar 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5968289 The complaint Mr D has complained about how TSB Bank plc (TSB) handled a refund claim he made. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving the reasons for ... (3 pages)View decision -
Decision Reference DRN-1406205
5 May 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-1406205ComplaintMr R complains that Nationwide Building Society (Nationwide) acted irresponsibly when granting an increase in his overdraft facility. BackgroundMr R holds an account with Nationwide. He applied initially for an overdraft of £50 and shortly after requested an increase to... (2 pages)View decision -
Decision Reference DRN-6142209
26 Feb 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-6142209 The complaint Mr A complains that Metro Bank PLC rejected a credit of £11,500 to his account. What happened Metro had placed a block on Mr A’s account while it queried some transactions. Mr A, who has characteristics of vulnerability, provided the information Metro had reque... (2 pages)View decision -
Decision Reference DRN-3359671
9 Mar 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3359671 The complaint Mr L complains that TSB Bank plc (“TSB”) has treated him unfairly in relation to his current account which has led to him avoidable debt. What happened The background of this complaint is well known to all parties, and the sums and dates involved were detailed by ... (2 pages)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-5547985
27 Jun 2025 247 Money Group Limited Not upheldConsumer CreditDRN-5547985 The complaint Ms W, who is represented by a third party, complains that 247 Money Group, trading as 247Money (‘247Money’) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In July 2019 Ms W acquired a used car financed by way of... (3 pages)View decision -
Decision Reference DRN-3505986
27 Jun 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3505986 Complaint Mr A is unhappy that TSB Bank plc has held him liable for a payment he says he didn’t authorise and that it later closed his account. Background Mr A had an account with TSB. In January 2022, a payment of £847 was made to a gambling website. Mr A said he didn’t make t... (2 pages)View decision -
Decision Reference DRN5846049
25 Aug 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMiss E complains that The Royal Bank of Scotland Plc will not refund a series of disputed debit card transactions made to her account which have affected her credit record.backgroundMiss E opened an account with RBS in January 2014. She has made a number of claims ... (2 pages)View decision