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-3824141
22 Dec 2022 Home Retail Group Card Services Limited Not upheldBanking and PaymentsDRN-3824141 The complaint Miss Y complains that Home Retail Group Card Services Limited trading as Argos Card (Argos) was irresponsible to agree credit for her. What happened Argos opened a credit card account for Miss Y in December 2017. This type of credit was an open-ended or running ac... (3 pages)View decision -
Decision Reference DRN7308299
9 Mar 2020 Bank of Scotland Plc Not upheldBanking and creditMiss F has complained Bank of Scotland plc, trading as Halifax, didn’t manage her complaint properly when she disputed some payments made using her debit card.backgroundMiss F linked her debit card to her partner’s account with an online payment scheme (who I’ll call P). In March 2018 she ... (3 pages)View decision -
Decision Reference DRN-5013861
26 Sep 2024 ONMO Limited Not upheldBanking and PaymentsDRN-5013861 The complaint Mr H complains that ONMO Limited shouldn‘t have accepted his application for a credit card account. What happened Mr H applied for a credit card account with ONMO in May 2023. His application was accepted and he was given a credit card with a £1,500 credit limi... (3 pages)View decision -
Decision Reference DRN-4351359
2 Oct 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4351359 The complaint Miss S has complained that Santander UK Plc acted irresponsibly when it provided her with a credit card in September 2022. What happened Miss S applied for a credit card with Santander in September 2022. At that time, she said she had a history of compulsive spend... (3 pages)View decision -
Decision Reference DRN-4355729
20 Sep 2023 Zopa Bank Limited Not upheldConsumer CreditDRN-4355729 The complaint Mr B has complained that Zopa Bank Limited (“Zopa”) acted irresponsibly when it provided him with a £10,000 loan in July 2021. Background Mr B was approved for a £10,000 loan from Zopa in July 2021. He has told us that he is a compulsive gambler and that the loan ... (3 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 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 DRN-5706948
4 Aug 2025 UK Credit Limited Not upheldConsumer CreditDRN-5706948 Complaint Mr K has complained that UK Credit Limited (“UK Credit”) unfairly accepted him as a guarantor on a loan that it provided to a borrower who was known to him. He says he wasn’t in a position to be able to afford to make the repayments to the loan in the event he had ... (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-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