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 DRN-6019612
15 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6019612 THE COMPLAINT Miss J complains that HSBC UK Bank Plc (“HSBC”) will not reimburse her money she says she lost when she fell victim to a fraud. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in d... (3 pages)View decision -
Decision Reference DRN6443432
6 Mar 2020 Lloyds Bank PLC Not upheldBanking and creditMrs O has complained Lloyds Bank plc won’t refund transactions made with her debit card which she didn’t authorise. She’s also complained about an increase in her overdraft limit and a personal loan which she didn’t take out.backgroundMrs O contacted Lloyds in August 2018. She’d lost her d... (3 pages)View decision -
Decision Reference DRN9611230
29 Sep 2016 Barclays Bank Plc Not upheldBanking and creditMr I had a student account with Barclays Bank Plc. He complains that it has refused to refund a number of transactions he didn’t make.backgroundMr I disputes a number of payments that were made to a gambling business between 13 April 2016 and 3 May 2016 using his ... (2 pages)View decision -
Decision Reference DRN-3501285
26 May 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3501285 The complaint Mr Q complains that Madison CF UK Limited (trading as 118118 Money Limited) was irresponsible to lend to him. What happened Mr Q had one loan from 118118 Money on 6 August 2018. He borrowed £3,000 and needed to repay £236.11 per month for 24 months. The loan was r... (3 pages)View decision -
Decision Reference DRN3148781
9 Jul 2019 National Westminster Bank Plc Not upheldBanking and creditMr D has complained that National Westminster Bank Plc (NatWest) acted irresponsibly by increasing his overdraft without doing sufficient checks on his finances.backgroundMr D has a current account with NatWest. Mr D says NatWest allowed him to increase his overdraft from £250 to £4,000 in... (2 pages)View decision -
Decision Reference DRN1360776
15 Aug 2017 Santander UK Plc Not upheldBanking and creditMr F says that Santander UK Plc should have questioned unusual activity and put a hold on his credit card when he made frequent gambling transactions in a short period of time. He also complains that they shouldn’t have allowed his account to exceed the credit li... (2 pages)View decision -
Decision Reference DRN9846944
5 Aug 2016 Bank of Scotland Plc Not upheldBanking and creditMr B isn’t happy that Bank of Scotland plc (trading as Halifax) let him build up an overdraft and credit card debt. backgroundMr B told us that he was on a ‘zero hours’ contract. He says that Halifax allowed him to build up an overdraft of around £2,700 and credit... (2 pages)View decision -
Decision Reference DRN-4753024
7 May 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-4753024 The complaint Mr R is being represented by a claims manager. He’s complaining about Loans 2 Go Limited because he says it lent irresponsibly by giving him loans he couldn’t afford. What happened In 2019 and 2020, Mr R took out the following loans with Loans 2 Go: Loan 1 – Janu... (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 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