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 5118 results
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Decision Reference DRN9398166
10 Mar 2018 Lloyds Bank PLC Not upheldBanking and creditMr J complains that Lloyds Bank PLC irresponsibly increased his overdraft limit in 2012.backgroundMr J applied for his overdraft limit to be increased in 2012. He says Lloyds shouldn’t have agreed to that request as he couldn’t afford it. He also says that his incom... (2 pages)View decision -
Decision Reference DRN-5771731
22 Aug 2025 Equifinance Limited UpheldMortgagesDRN-5771731 The complaint Mr B and Miss O complain that Equifinance Limited lent to them irresponsibly. What happened In January 2023, following advice from a third party broker, Mr B and his daughter Miss O took out a secured loan with Equifinance. The loan was for £66,490 repayable ov... (5 pages)View decision -
Decision Reference DRN6574591
18 Dec 2019 PayPal Europe Sarl & Cie, SCA Not upheldBanking and creditMrs R is unhappy that PayPal Europe Sarl & Cie, SCA (“PayPal”) won’t refund a series of transactions made using her account.background Mrs R has an account with PayPal. In August and September 2017, a series of gambling payments were made from her account that weren’t authorised by her... (2 pages)View decision -
Decision Reference DRN2383584
21 Nov 2019 Bank of Scotland Plc Not upheldBanking and creditMr M complains that Bank of Scotland plc (trading as Halifax) will not refund payments he says he did not make from his bank account.backgroundMr M disputes a number of payments totalling £2,160 made to an online gambling website between 22 and 25 March 2018. He says that he last used his ... (3 pages)View decision -
Decision Reference DRN8776210
6 Sep 2017 Active Securities Limited UpheldBanking and creditMr G complains that Active Securities Limited trading as 247 Moneybox lent him money that he couldn’t afford to repay.backgroundMr G took out 13 loans with 247 Moneybox between June 2015 and May 2016. He doesn’t think it carried out enough checks before agreeing to le... (3 pages)View decision -
Decision Reference DRN-5568280
19 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5568280 The complaint Mr S complains that Revolut Ltd hasn’t refunded payments on his account he says he didn’t authorise. What happened In mid-March 2024, Mr S received notifications in his Revolut app about attempted payments using his card. Mr S went into the app and declined the... (7 pages)View decision -
Decision Reference DRN-5330155
18 Mar 2025 Nationwide Building Society UpheldConsumer CreditDRN-5330155 The complaint Mrs T complains that Nationwide Building Society (NBS) irresponsibly lent to her. What happened In March 2021 Mrs T entered into a Fixed Sum loan agreement with NBS for £15,000. The loan was to be repaid over 84 months at £254.90 a month. After interest and cha... (5 pages)View decision -
Decision Reference DRN-5574117
12 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5574117 The complaint Mr J has complained that Nationwide Building Society lent to him irresponsibly by approving a credit card for him in March 2021 which he could not afford to repay. What happened Mr J applied for a credit card with Nationwide on 18 March 2021. Mr J said in his a... (5 pages)View decision -
Decision Reference DRN-2762589
6 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2762589 The complaint Miss S is complaining about NewDay Ltd trading as Aqua. She says they lent to her irresponsibly when they gave her a credit card in August 2016, and again when they increased her credit limit in April 2017. What happened Miss S applied for an Aqua credit card in A... (3 pages)View decision -
Decision Reference DRN6715637
18 Aug 2017 WDFC UK Limited UpheldBanking and creditMiss B says WDFC UK Limited (trading as Wonga) gave her loans she couldn’t afford to repay. She asks that it refunds interest and charges, with 8% interest, and removes the loans from her credit file. backgroundMiss B took out 16 loans with Wonga between February 2... (3 pages)View decision
