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 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-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-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 DRN4160179
30 May 2019 Casheuronet UK LLC UpheldBanking and creditMr H says CashEuroNet UK LLC, trading as QuickQuid, lent to him irresponsibly.backgroundI sent both parties my provisional decision on 14 May 2019. A copy is attached and it forms part of this final decision. I asked Mr H and QuickQuid to let me know if they h... (6 pages)View decision -
Decision Reference DRN6307167
26 Sep 2019 Bamboo Limited Not upheldBanking and creditMr T complains that Bamboo Limited didn’t carry out enough checks before approving his loan application.backgroundIn 2018, Mr T applied to Bamboo for a loan. He applied online and the loan was approved. He had difficulty making some payments on time early on. But overall he managed to keep... (2 pages)View decision -
Decision Reference DRN1857768
30 Jul 2021 Clydesdale Bank Plc Not upheldBanking and creditMr and Mrs W complain that Clydesdale Bank Plc did not help recover the money (and winnings) paid to an online gambling company that turned out to be a scam. As Mrs W had all the dealings with Clydesdale Bank Plc, for ease of reading, I’ll refer to all submissions as having come from Mrs W... (3 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-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-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 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