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-4879431
30 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4879431 The complaint Mrs R complains that Santander UK Plc hasn’t refunded him after she reported falling victim to a scam. What happened Mrs R was introduced to a form of investment with a company I’ll refer to as B. She was referred to them by a broker presenting investment oppor... (4 pages)View decision -
Decision Reference DRN-4800266
30 Sep 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4800266 The complaint Miss M complains that Santander UK Plc (“Santander”) failed to refund transactions she didn’t recognise. What happened Miss M noticed her card had been used by her (at the time) partner to make a number of transactions to a betting company I’ll refer to as P. M... (4 pages)View decision -
Decision Reference DRN-5553646
12 May 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5553646 The complaint Mr G complains that Tesco Personal Finance Limited trading as Tesco Bank lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set ou... (3 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-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-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-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-5012496
11 Sep 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-5012496 The complaint Miss G complains that TSB Bank plc (“TSB”) lent to her irresponsibly when it provided her with a credit card (and later when it increased the limit) and that this lending means she is now in a large amount of debt which in turn has affected her mental health. ... (5 pages)View decision -
Decision Reference DRN0062445
21 Dec 2018 Harvey & Thompson Limited Not upheldBanking and creditMr A complains that the loans he had from Harvey & Thompson Limited were unaffordable and caused him to get into a debt spiral.backgroundMr A had four loans from Harvey and Thompson between April 2014 and June 2017 as follows:Loan Date AmountRepaymentsFrequency DueP... (3 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