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 5478 results
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Decision Reference DRN-2966680
5 Oct 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2966680 The complaint Miss H is unhappy National Westminster Bank Plc (NatWest) didn’t reimburse her after she said she was the victim of fraud. What happened Miss H has disputed over 30 transactions that left her NatWest current account in March 2015, totalling more than £2,500. Miss ... (2 pages)View decision -
Decision Reference DRN-3854140
1 Feb 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3854140 The complaint Mr L complains Santander UK Plc irresponsibly provided him with two credit cards and limit increases which were unaffordable for him. What happened Santander approved Mr L with two credit cards in November 2010. Card ending 2025 had an initial limit of £3,000 and ... (5 pages)View decision -
Decision Reference DRN-5375648
16 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5375648 The complaint Mr M has complained HSBC UK Bank plc won’t refund him for transactions he didn’t make. He’s also upset that his bank initially refunded him, but took back the refunds when they decided the transactions had been authorised by Mr M. What happened On 4 March 2024 ... (3 pages)View decision -
Decision Reference DRN-5761266
17 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5761266 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved his credit card application. What happened Mr L applied for a Virgin Money credit card in November 2021. In his application, Mr L said he had an annual income o... (3 pages)View decision -
Decision Reference DRN-4279790
15 Sep 2023 Barclays Bank UK PLC UpheldConsumer CreditDRN-4279790 The complaint Mr H has complained that Barclays Bank UK PLC acted irresponsibly when it provided him two loans, one in July 2021 and the second one in March 2022. Background Mr H has complained that Barclays acted irresponsibly when it provided him with multiple forms of credit... (4 pages)View decision -
Decision Reference DRN-5771961
13 Nov 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5771961 The complaint Mr O complains that Metro Bank PLC trading as RateSetter was irresponsible in its lending to him. He wants all interest and charges on his loan refunded, a reduction of the remaining payment plan balance and any adverse information removed from his credit file.... (3 pages)View decision -
Decision Reference DRN-3248648
21 Mar 2022 Progressive Money Limited Not upheldConsumer CreditDRN-3248648 The complaint Mr C complains that Progressive Money Limited (PML) lent him money on a high interest loan he was unable to afford to repay. What happened Mr C was provided with a loan by PML on 28 June 2018. This was for £7,000 repayable over 48 months at the rate of £263.75. He... (3 pages)View decision -
Decision Reference DRN-3282697
28 Feb 2022 Valour Finance Limited UpheldConsumer CreditDRN-3282697 The complaint Miss M complains that Valour Finance Limited (trading as Savvy.co.uk) was irresponsible to lend to her. What happened Miss M borrowed £1,500 from Savvy on 27 May 2021. The loan was due to be repaid by 15 monthly instalments of £200.00 with the last payment due on ... (3 pages)View decision -
Decision Reference DRN1628159
24 May 2018 Active Securities Limited UpheldBanking and creditMr M complains that Active Securities Limited trading as 247 Moneybox lent him money that he couldn’t afford to repay.backgroundMr M took out five loans with 247 Moneybox between January and November 2013. He doesn’t think it carried out enough checks before agreeing to... (3 pages)View decision -
Decision Reference DRN9034148
27 Sep 2018 Barclays Bank Plc Not upheldBanking and creditMr P says it was irresponsible of Barclays Bank Plc (trading as Barclaycard) to increase his credit limit.backgroundMr P took out a Barclaycard in 2011. Barclays decreased the credit limit in 2012 after Mr P had difficulty staying within it and making the necessar... (3 pages)View decision