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 5520 results
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Decision Reference DRN4919305
31 Oct 2013 Barclays Bank Plc Not upheldBanking and creditMrs K complains that Barclays Bank Plc has refused to refund disputed transactions on her bank account. She wants Barclays to refund the money.backgroundMrs K had a bank account with Barclays, which she used for normal banking purposes. She says that in July 2012 she collapsed in the... (3 pages)View decision -
Decision Reference DRN-4742323
15 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4742323 The complaint Mr O complains that Barclaycard Bank UK PLC, trading as Barclaycard (‘Barclaycard’), irresponsibly granted him a credit card he couldn’t afford to repay. What happened Mr O entered into an agreement with Barclaycard to have access to credit with a credit card acco... (4 pages)View decision -
Decision Reference DRN-5577172
23 May 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5577172 The complaint Mrs T complains that The Royal Bank of Scotland Plc (RBS) was irresponsible in its lending to her. She wants all interest and charges on the loan refunded along with statutory interest. What happened RBS provided Mrs T with a £19,000 loan in April 2019. The loa... (4 pages)View decision -
Decision Reference DRN-3450018
26 Apr 2022 Wirecard Card Solutions Limited UpheldBanking and PaymentsDRN-3450018 The complaint Mr R complains that Wirecard Card Solutions Limited blocked his U Account, and he couldn’t access the funds in the account. The funds were later sent back to the original sender. The U Account was a pre-paid payment card which at the time of Mr R’s complaint was a... (4 pages)View decision -
Decision Reference DRN-2000041
18 May 2021 Retail Money Market Ltd UpheldConsumer CreditDRN-2000041 The complaint Mr A complains that Retail Money Market Ltd trading as Ratesetter irresponsibly lent to him. Mr A says he shouldn’t have been lent the loan as he was in debt with other lenders and had a gambling problem. What happened Ratesetter lent Mr a one loan in April 2016, ... (2 pages)View decision -
Decision Reference DRN-2836482
2 Jul 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2836482 The complaint Mr B complains that NewDay Ltd, trading as Aqua, lent to him irresponsibly by giving him a credit card and later increasing the limit of what he could borrow using the card. What happened Mr B took out a credit card with NewDay in May 2016. The initial credit limi... (4 pages)View decision -
Decision Reference DRN-5622465
22 Sep 2025 TSB Bank plc UpheldConsumer CreditDRN-5622465 The complaint Mr S complains TSB Bank plc irresponsibly provided him with a personal loan. What happened TSB Bank provided Mr S with a loan of £17,000 in February 2023. The loan was repayable over 48 monthly instalments of around £435, and had a total repayable value, includ... (6 pages)View decision -
Decision Reference DRN7430294
30 Jun 2014 Barclays Bank Plc Not upheldBanking and creditMr B complains that Barclays Bank Plc will not refund disputed transactions made on his bank account.backgroundThe disputed transactions were all made through an online gambling website with which Mr B had an existing account in his name. Mr B reported the transactions to Barclays,... (2 pages)View decision -
Decision Reference DRN-1671537
30 Apr 2020 PDL Finance Limited Not upheldConsumer CreditDRN-1671537 The complaintMr T complains that PDL Finance Limited (trading as Mr Lender) was irresponsible to lend to him. What happenedMr T had three loans from Mr Lender between February 2015 and August 2016 as follows:Loan Date AmountTermMax Monthly Repayment DueRepaid 117 Feb 2015£5006m... (2 pages)View decision -
Decision Reference DRN2398054
20 Aug 2018 Wirecard Card Solutions Limited UpheldBanking and creditMr T is unhappy that Wirecard Card Solutions Limited carried out a review and subsequently blocked his account. He says this has caused him a significant amount of distress due to the time he hasn’t had access to his money.backgroundMr T had an account with Wirecard. H... (2 pages)View decision