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 DRN6231056
11 Dec 2018 George Banco.com Limited Not upheldBanking and creditMiss A complains that George Banco.com Limited irresponsibly lent to her.backgroundIn September 2017 Miss A applied for a guarantor loan with George Banco for £2,000. She discussed her application over the phone and during this call George Banco reviewed her credit file... (2 pages)View decision -
Decision Reference DRN-3206900
24 Jan 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3206900 The complaint Mr D has complained that Santander UK Plc continued charging him excessive amounts for his overdraft when he was in financial difficulty. What happened Mr D complained to Santander about the charges that had been applied to his account from around April 2019 onwar... (3 pages)View decision -
Decision Reference DRN2464359
26 Mar 2021 Bamboo Limited UpheldBanking and creditMr L complains that Bamboo Limited (trading as Bamboo Loans) was irresponsible to lend to him. background Mr L took out two loans from Bamboo between April 2018 and September 2018 as follows: Loan Date Amount Term Repayment Due Repaid 1 4 Apr 2018 £2,500 24m £172.74 15 Apr 2020 31 Jul 2018... (4 pages)View decision -
Decision Reference DRN-5472953
14 Jul 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5472953 The complaint Mr S complains that Zopa Bank Limited have irresponsibly lent to him. What happened Mr S was approved for a Zopa credit card in March 2023 with a £2,500 credit limit. He says it was irresponsible for Zopa to approve his application based on his credit history, ... (3 pages)View decision -
Decision Reference DRN-4534174
2 Jan 2024 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-4534174 The complaint Mrs L complains that Tesco Personal Finance PLC trading as Tesco Bank irresponsibly gave her a fixed sum loan agreement she couldn’t afford to repay. What happened In June 2019, Mrs L applied for a personal loan with Tesco Bank. She said the loan was needed to pur... (3 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 -
Decision Reference DRN9818476
30 Nov 2018 Amigo Loans Ltd Not upheldBanking and creditMr M complains that Amigo Loans Ltd (“Amigo”) lent to him irresponsibly as he couldn’t afford the loans they provided. He had a gambling addiction at the time.backgroundMr M had four loans with Amigo, as follows:1. £2,200 taken out in July 2012 and settled in July ... (2 pages)View decision -
Decision Reference DRN-4522384
22 Apr 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4522384 The complaint Mr E complains that Zopa Bank Limited (“Zopa”) irresponsibly granted him two credit cards he couldn’t afford to repay. What happened In February 2022 Mr E entered into an agreement with Zopa to have access to credit by way of a credit card account. He was given a ... (2 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-5591489
9 Dec 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5591489 The complaint Mr Q complains The Co-operative Bank PLC won’t refund transactions made from his account which he says he didn’t make or authorise. What happened Mr Q reported several transactions that had been made to a gambling website as fraudulent in February 2025. The C... (3 pages)View decision