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-6056237
29 Jan 2026 Tymit Ltd Not upheldBanking and PaymentsDRN-6056237 The complaint Mr D complains that Tymit Ltd (Tymit) acted irresponsibly in granting him a credit card account, and in increasing its limit, as he says it was unaffordable for him. Mr D also complains that Tymit failed to recognise that he was a vulnerable consumer as he was ... (4 pages)View decision -
Decision Reference DRN4907212
30 Sep 2013 Moneybookers Ltd Not upheldBanking and creditMs L complains that Skrill Limited cancelled a payment she had made through it to her account with an offshore gambling site. She says that, but for the cancelled payment, her bet would have won her €632. backgroundMs L used Moneybookers to make a payment from her bank account to ... (2 pages)View decision -
Decision Reference DRN1046932
20 Feb 2018 Capital One (Europe) plc Not upheldBanking and creditMr D complains that Capital One (Europe) plc (Capital One) wrongly applied charges to his account. He would like the charges refunded, with interest.backgroundMr D says Capital One charged him fees for cash transfers when no physical cash was withdrawn. For example elect... (2 pages)View decision -
Decision Reference DRN-4252409
13 Dec 2023 Evolution Money Limited UpheldMortgagesDRN-4252409 The complaint Mr G complains that Evolution Money Limited (“Evolution”) mis-sold him a secured loan. Mr G has also brought a complaint against the lender about the lending decision and the action it took against him when he was in financial difficulties. I have dealt with that ... (7 pages)View decision -
Decision Reference DRN-2956805
27 Aug 2021 PayPal Europe Sarl & Cie, SCA Not upheldBanking and PaymentsDRN-2956805 The complaint Miss C is unhappy that PayPal Europe Sarl & Cie, SCA, put a permanent limitation on her account. What happened In February 2021, PayPal put a permanent limitation on Miss C’s account. Miss C wasn’t happy about this, so she raised a complaint. PayPal looked at ... (2 pages)View decision -
Decision Reference DRN-5409857
2 Sep 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5409857 The complaint Mr C complains that Lloyds Bank PLC (“Lloyds”) irresponsibly lent him a credit card. What happened In April 2024 Mr C applied for a credit card with Lloyds. The application was accepted and he was provided with a credit limit of £2,500. The limit was never inc... (3 pages)View decision -
Decision Reference DRN4786951
9 Mar 2016 Contis Financial Services Limited Not upheldBanking and creditMr B complains that Contis Financial Services Limited will not refund disputed debit card payments on his account.backgroundMr B took an Engage account and debit card, issued by Contis. The disputed transactions were made to an online gambling website. Mr B says he did ... (2 pages)View decision -
Decision Reference DRN-3293575
18 Mar 2022 Santander UK Plc UpheldConsumer CreditDRN-3293575 The complaint Mr M complains about finance he took out with Santander UK Plc (“Santander”). What happened I set out what happened leading up to and in the course of Mr M’s complaint in my provisional decision, which I issued earlier this year. To make this decision easier to re... (7 pages)View decision -
Decision Reference DRN-5729980
16 Jan 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5729980 The complaint Miss M complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) lent to her irresponsibly. What happened Here is a brief table of the lending. Loan Approved Amount Repayments Repaid 1 8 November 2024 £8006 months 4 March 2025 2 1... (2 pages)View decision -
Decision Reference DRN-5831337
1 Oct 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5831337 The complaint Miss W complains that Clydesdale Bank trading as Virgin Money (Virgin Money) didn’t sufficiently check whether she could afford the repayments before they agreed to lend to her. What happened In October 2023 Miss W applied for a credit card with Virgin Money. M... (4 pages)View decision