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 DRN4919305
31 Oct 2013 Barclays Bank Plc Not upheldBanking and creditMrs K complains that Barclays Bank Plc has refused to refund disputed transactions on her bank account. She wants Barclays to refund the money.backgroundMrs K had a bank account with Barclays, which she used for normal banking purposes. She says that in July 2012 she collapsed in the... (3 pages)View decision -
Decision Reference DRN-3450018
26 Apr 2022 Wirecard Card Solutions Limited UpheldBanking and PaymentsDRN-3450018 The complaint Mr R complains that Wirecard Card Solutions Limited blocked his U Account, and he couldn’t access the funds in the account. The funds were later sent back to the original sender. The U Account was a pre-paid payment card which at the time of Mr R’s complaint was a... (4 pages)View decision -
Decision Reference DRN-4773722
22 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4773722 The complaint Mr M complains that Barclays Bank UK PLC won’t refund money as a result of a scam. What happened Between June to July 2023, Mr M used an online casino that I’ll call ‘S’ – he made a number of card payments to use the site that went through several different overse... (3 pages)View decision -
Decision Reference DRN-5070669
16 Oct 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5070669 The complaint Mr R complains that Vanquis Bank Limited irresponsibly agreed credit for him. What happened Vanquis opened a credit card account for Mr R in February 2019 with a £1,000 credit limit. Mr R didn’t meet his repayments and the account was passed to a third party d... (5 pages)View decision -
Decision Reference DRN-2836482
2 Jul 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2836482 The complaint Mr B complains that NewDay Ltd, trading as Aqua, lent to him irresponsibly by giving him a credit card and later increasing the limit of what he could borrow using the card. What happened Mr B took out a credit card with NewDay in May 2016. The initial credit limi... (4 pages)View decision -
Decision Reference DRN-3774867
10 Nov 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3774867 The complaint Mr P says HSBC UK Bank Plc (“HSBC”) acted irresponsibly by allowing him a £750 overdraft because the account was mainly used for gambling transactions. What happened One of our adjudicators looked into Mr P’s concerns and didn’t think there was anything within the... (3 pages)View decision -
Decision Reference DRN-4179741
14 Jun 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4179741 The complaint Mr M complains that Loans 2 Go Limited lent to him when it shouldn’t have. What happened I Issued a provisional decision in May 2023 where I set out a detailed background to this complaint. That decision should be read in conjunction with this as it forms part of ... (3 pages)View decision -
Decision Reference DRN8550950
31 May 2018 National Westminster Bank Plc Not upheldBanking and creditMr L has complained that he was granted a loan by National Westminster Bank Plc (‘NatWest’) that was unaffordable for him. Mr L is represented in this matter by Ms S.backgroundMr L applied for a £17,500 loan online with NatWest on 4 December 2017. The application wa... (3 pages)View decision -
Decision Reference DRN-5994992
10 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5994992 The complaint National Westminster Bank Public Limited Company provided Mr F with a loan for £5,500 in March 2024, repayable over five years with monthly instalments of around £166. Mr F says the loan was provided irresponsibly. What happened The details of this complaint a... (3 pages)View decision -
Decision Reference DRN-5605967
28 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5605967 The complaint Mr R complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it increased the limit on his credit card. What happened Mr R applied for a Virgin Money credit card in January 2020. In his application, Mr R confirmed he was earning £42,... (4 pages)View decision