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-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 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 -
Decision Reference DRN-4058766
26 Apr 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4058766 The complaint Mr R complains that Revolut Ltd are holding him liable for payments that he says he didn’t make or otherwise authorise. 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... (2 pages)View decision -
Decision Reference DRN-4806212
30 May 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4806212 The complaint Mr P complains that the letter Santander UK Plc sent him about activity on his account caused him distress and he wants compensation for this. What happened In March 2024, Mr P was sent a letter by Santander in about recent gambling activity on his account. He say... (2 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 -
Decision Reference DRN-2003025
23 Nov 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2003025 The complaint Mr S complains that National Westminster Bank Plc won’t refund disputed transactions made from his account. And he’d like a refund. What happened Mr S says that eight online card payments totalling £500 were made using his NatWest debit card to a gambling company,... (3 pages)View decision -
Decision Reference DRN0792556
10 Nov 2016 Lloyds Bank PLC Not upheldBanking and creditMr L is unhappy as he thinks Lloyds Bank PLC has acted irresponsibly as it allowed him to increase his overdraft facility from £200 to £4,750. backgroundMr L said he made Lloyds aware of his gambling addiction in 2012 when he went into the branch to discuss his... (3 pages)View decision -
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-5841656
21 Jan 2026 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5841656 The complaint Mr C complains that Link Financial Outsourcing Limited trading as Antelope Loans was irresponsible in its lending to him and hasn’t provided him with adequate support since he made it aware of his vulnerability. Mr C wants the interest on his loan removed such ... (4 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