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-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 DRN6770325
23 Jan 2020 Nationwide Building Society Not upheldBanking and creditMr H is unhappy with Nationwide Building Society’s decision to not refund transactions he says he didn’t make or authorise in August and October 2017.Mr H has another complaint with this service relating to other disputed transactions, beginning in February 2018 and running through to Apri... (4 pages)View decision -
Decision Reference DRN1230707
18 Dec 2018 Indigo Michael Limited Not upheldBanking and creditMs M has complained that Indigo Michael Limited (trading as Safety Net Credit (“SNC”)) irresponsibly gave her and then increased a Safety Net facility in 2016.backgroundMs M approached SNC for a Safety Net facility in late 2015. This was a running credit account wher... (3 pages)View decision -
Decision Reference DRN-5598628
2 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5598628 The complaint Mr T is unhappy NATIONAL WESTIMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) did not recognise the unusual transactions he was making through his current account and did not step in to support and prevent him from experiencing financial harm. Mr T says NatWest’... (6 pages)View decision -
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 DRN-4188510
23 Nov 2023 Western Circle Ltd Not upheldConsumer CreditDRN-4188510 The complaint Mr B has complained that Western Circle Ltd trading as Cashfloat (“Cashfloat”) didn’t carry out appropriate due diligence before it lent to him. Mr B says that if Cashfloat had carried out further checks, it would’ve seen evidence of Mr B’s gambling. What happene... (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-3213827
2 Aug 2022 Number One Police Credit Union Limited UpheldConsumer CreditDRN-3213827 The complaint Mr A is unhappy that Number One Police Credit Union Limited (trading as No 1 CopperPot Credit Union) provided him with loans that were unaffordable. What happened Mr A took out a number of loans with CopperPot Credit Union (CPCU), on the following basis: Loan numb... (8 pages)View decision -
Decision Reference DRN7750029
11 Jan 2018 Lending Stream Llc UpheldBanking and creditMr O complains that Lending Stream LLC gave him loans that he couldn’t afford to repay. He asks that it refunds interest and charges.backgroundMr O took out seven instalment loans between March 2015 and May 2016. He says he was borrowing money to fund a gambling addiction... (4 pages)View decision -
Decision Reference DRN-1820046
19 May 2020 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-1820046 ComplaintMr J complains that Barclays Bank UK PLC acted irresponsibly when it increased his arranged overdraft several times even though it knew or ought to have known that he couldn’t afford it. BackgroundMr J had an arranged overdraft with Barclays. Mr J requested and was gra... (5 pages)View decision