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-4086614
24 Apr 2023 Oakbrook Finance Limited Not upheldConsumer CreditDRN-4086614 The complaint Miss A complains that Oakbrook Finance Limited lent her three loans when she couldn’t afford to repay. She says at the time she suffered from severe mental health and severe gambling problems. Miss A says had Oakbrook carried out sufficient checks it wouldn’t have... (3 pages)View decision -
Decision Reference DRN-6131443
11 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6131443 The complaint Mr C complains about Barclays Bank UK PLC trading as Barclaycard’s ongoing provision of a credit card, which he says has led to financial difficulties. What happened Mr C complained to Barclaycard in 2020 about irresponsible lending of a credit card. His compla... (5 pages)View decision -
Decision Reference DRN-4667961
7 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4667961 The complaint Miss T complains that Monzo Bank Ltd (“Monzo”) won’t refund transactions made from her account, which she says she didn’t authorise, as well as increases made to her overdraft. What happened Miss T opened an account with Monzo on 12 August 2022. A number of paymen... (4 pages)View decision -
Decision Reference DRN5823699
5 Oct 2015 Nationwide Building Society Not upheldBanking and creditMr M complains that Nationwide Building Society will not refund payments to an online gambling site he says he did not authorise.backgroundMr M set up an online gambling account used through an application on his smartphone. He made transactions using his Nationwide d... (2 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 DRN2475171
23 Jan 2015 Bank of Scotland Plc Not upheldBanking and creditMr L complains that Bank of Scotland plc (trading as Halifax) lent to him irresponsibly when it increased his overdraft. He’d like Halifax to reduce or write off his overdraft. Mr L has brought his complaint through a relative.backgroundMr L has a current account with Halifax. In the au... (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 DRN-5982925
8 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5982925 The complaint Mr B complains that National Westminster Bank PLC (NW) didn’t make it clear to him that it would claim loan payments from him on both 1 October and 31 October when he changed his loan payment date. What happened Mr B holds a loan account with NW. On 16 Septembe... (2 pages)View decision -
Decision Reference DRN-6098559
3 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6098559 The complaint Mr S complains Monzo Bank Ltd won’t refund transactions made from his current account he says he did not make or authorise. What happened Mr S reported several transactions that had been made to a gambling app, I’ll call B, as fraudulent in November 2025. Mon... (3 pages)View decision