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-4066127
10 May 2023 Bamboo Limited UpheldConsumer CreditDRN-4066127 The complaint Mr M, through a representative, says Bamboo Limited, trading as Bamboo Loans, irresponsibly lent to him. What happened Mr M took out three instalment loans from Bamboo. A summary of his borrowing follows. loan taken out repaid value, £ term monthly repayment, £ to... (4 pages)View decision -
Decision Reference DRN-4912011
22 Jul 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4912011 Complaint Mr H has complained that Zopa Bank Limited (“Zopa”) irresponsibly provided him with a credit card, which it then increased the credit limit on, without checking his circumstances and when he was fighting a gambling addiction. Background In February 2022, Zopa prov... (3 pages)View decision -
Decision Reference DRN7112842
10 Apr 2017 National Westminster Bank Plc Not upheldBanking and creditMr I complains that National Westminster Bank Plc (NatWest) irresponsibly lent money to him in October 2015.background Mr I took out a NatWest loan online for £1500 on 15 October 2015. He then took out a further loan for £1000 on 19 October 2015. He says at the time... (2 pages)View decision -
Decision Reference DRN-5643945
10 Sep 2025 HSBC UK Bank Plc UpheldConsumer CreditDRN-5643945 The complaint Mr A complains that HSBC UK Plc lent to him when he could not afford it. And Mr A complains as to how they treated him when he was issued with a default. What happened Mr A applied for a £10,000 Graduate Loan in October 2018. This was due to cost him £250.33 a... (8 pages)View decision -
Decision Reference DRN-4882671
15 Jul 2024 The One Stop Money Shop Limited Not upheldConsumer CreditDRN-4882671 The complaint Mr M complains that the loans he had from The One Stop Money Shop Limited were unaffordable to him. What happened Mr M was approved for the following loans from The One Stop Money Shop between June 2022 and September 2023: Loan Date Amount Term Repayment Due ... (3 pages)View decision -
Decision Reference DRN-4536009
3 Jan 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4536009 The complaint Mrs W complains The Royal Bank of Scotland Plc (RBS) irresponsibly lent to her when granting an overdraft. Mrs W also says the charges applied have left her in financial difficulties. What happened I issued a provisional decision setting out what’s happened, and w... (5 pages)View decision -
Decision Reference DRN-2937984
22 Jul 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2937984 The complaint Miss G is complaining about Barclays Bank UK PLC trading as Barclaycard for having irresponsibly lent to her. What happened Miss G was accepted for a Barclaycard credit card in September 2017 with a credit limit of £3,800. Barclaycard increased the credit limit in... (4 pages)View decision -
Decision Reference DRN-5854882
17 Feb 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5854882 The complaint Mr B complains Monzo Bank Ltd won’t refund payments which he says he didn’t authorise, and that it has failed to provide him with adequate support as a vulnerable consumer. What happened Mr B says he used an online casino and was initially able to deposit funds... (4 pages)View decision -
Decision Reference DRN-2392507
13 Jan 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2392507 The complaint Miss M has complained that Santander UK Plc won’t refund transactions, which she says she didn’t authorise. What happened Miss M opened an account with an online gambling merchant in January 2018. She later registered with GAMSTOP to have herself excluded from gam... (4 pages)View decision -
Decision Reference DRN-3716134
20 Oct 2022 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3716134 The complaint Mr P complains that Shawbrook Bank Limited was irresponsible in its lending to him. What happened Mr P was provided with a £8,000 48-month fixed sum loan by Shawbrook in January 2020. He says that at the time he had a poor credit rating and that had adequate check... (2 pages)View decision