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 DRN7441976
29 Oct 2019 HSBC UK Bank Plc Not upheldBanking and creditMr K complains that HSBC UK Bank Plc won’t refund a number of transactions made from his current account that he says were unauthorised. backgroundMr K says he has a number of current accounts, one of which is this one with HSBC. A number of online gambling transactions took place during M... (4 pages)View decision -
Decision Reference DRN1590102
16 Aug 2013 Santander UK Plc Not upheldBanking and creditMr M complains that Santander UK Plc (Santander) has incorrectly applied charges to his account. He wants these charges refunded. Santander has explained that the charges relate to gambling transactions and have been applied in accordance with the account’s terms and conditions.... (2 pages)View decision -
Decision Reference DRN8002743
21 May 2014 National Westminster Bank Plc Not upheldBanking and creditMr W complains that National Westminster Bank Plc did not place a restriction on his card as he had requested and that this has contributed to gambling losses he has made.our initial conclusionsOur adjudicator did not recommend that this complaint be upheld. He did not consider ... (2 pages)View decision -
Decision Reference DRN4466317
29 Jun 2016 Nationwide Building Society Not upheldBanking and creditMr G complains about some disputed transactions on his account. He would like Nationwide Building Society to refund these.backgroundMr G complained to Nationwide when he noticed a number of transactions on his account which he says he did not make. A total of seven ... (2 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 DRN6445981
1 May 2019 Provident Personal Credit Limited UpheldBanking and creditMr O complains that Provident Personal Credit Limited (trading as Satsuma) offered him unsuitable loans. Mr O wants Satsuma to refund the interest that he’s paid on the loans and apply the refund to the outstanding balance on his final loan. Mr O wants Satsuma to remo... (4 pages)View decision -
Decision Reference DRN-3325791
23 Mar 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3325791 The complaint Mr F complains that Barclays Bank UK Plc won’t refund payments made to a company he considers fraudulent. He also complains about the service provided to him. He’d like the money returned to him. What happened Mr F holds a current account with Barclays. In May 202... (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-4484707
7 Dec 2023 Lloyds Bank PLC Not upheldConsumer CreditDRN-4484707 The complaint Mr D complains that Lloyds Bank PLC was irresponsible in its lending to him. What happened Mr D raised a complaint about the loan provided to him in 2017. He says the loan was unaffordable as at the time his overdraft was higher than his monthly income. He says th... (2 pages)View decision