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
-
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 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 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 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-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 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-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 DRN-5424615
3 Apr 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5424615 The complaint Mr B is unhappy that The Co-operative Bank Plc (“Co-op”) refused his account application, which he believes is due to the lack of gambling blocks they provide. What happened I issued a second provisional decision on this complaint, inviting both parties to let... (3 pages)View decision