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-3253561
1 Feb 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3253561 The complaint Mr C complains Lloyds Bank PLC (trading as Halifax) didn’t help recover the money he says he lost to a fraudulent company. He also believes Halifax should’ve done more to prevent his loss. What happened Mr C became interested in bitcoin trading after seeing advert... (4 pages)View decision -
Decision Reference DRN-5188042
12 Dec 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5188042 The complaint Mr S complains through a representative that Specialist Motor Finance Limited (“Specialist”) didn’t take reasonable steps to ensure he could afford the repayments towards a hire purchase agreement. What happened In May 2019, Specialist provided Mr S with finan... (4 pages)View decision -
Decision Reference DRN-5742610
11 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5742610 The complaint Mr E complains that Santander UK Plc (Santander) closed his account without providing a proper explanation. He says this caused him unnecessary stress and worry. What happened Mr E had an account with Santander. Mr E has explained that he uses his account to r... (4 pages)View decision -
Decision Reference DRN9147357
7 Jun 2018 Casheuronet UK LLC UpheldBanking and creditMr H complains that CashEuroNet UK LLC, trading as QuickQuid (“QQ”) and Pounds to Pocket (“P2P”), gave him loans that he couldn’t afford to repay.backgroundMr H was given 6 loans and two top up loans by QQ between November 2010 and January 2012. These have all been re... (5 pages)View decision -
Decision Reference DRN-5489241
12 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5489241 The complaint Ms H complains Revolut Ltd won’t refund transactions made from her credit card account which she says she didn’t make or authorise. Ms H is represented in this complaint, as it’s her complaint, I’ve referred mostly to her. What happened Ms H reported several ... (3 pages)View decision -
Decision Reference DRN3309845
16 Feb 2016 Barclays Bank Plc Not upheldBanking and creditMr P complains that Barclays Bank PLC lent to him irresponsibly.backgroundMr P took out a loan with Barclays in July 2014. A few months later, he wanted to increase his overdraft by £1,000. But Barclays wasn’t willing to do this. Instead, it offered him a loan which re... (3 pages)View decision -
Decision Reference DRN-3298367
4 Feb 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3298367 The complaint Mr K complains that HSBC Bank UK Plc did not do enough to recover the money he lost to an investment scammer. What happened In April 2018, Mr K came across 365 Markets after looking into forex trading online. He found an advert about them which stated consumers co... (7 pages)View decision -
Decision Reference DRN-1079340
14 May 2020 PDL Finance Limited UpheldConsumer CreditDRN-1079340 The complaintMiss D complains that PDL Finance Limited (trading as Mr Lender) irresponsibly lent to her.BackgroundMiss D was given five loans by Mr Lender between February 2015 and May 2016. A summary of her borrowing is as follows: LoanDate TakenDate Repaid InstalmentsAmountMa... (3 pages)View decision -
Decision Reference DRN-5000419
17 Sep 2024 MBNA Limited UpheldBanking and PaymentsDRN-5000419 The complaint Mr M complains that MBNA Limited lent to him in an irresponsible manner. What happened Mr M has held two credit cards with MBNA. The first card (account number ending 0765) was opened in November 2018 with an initial credit limit of £5,600. The credit limit was... (4 pages)View decision -
Decision Reference DRN9005742
27 Oct 2017 Bamboo Limited Not upheldBanking and creditMiss P complains that Bamboo Limited mis-sold her a loan she could not afford.backgroundIn January 2017 Miss P applied to Bamboo for a loan of £10,000. It offered her £5,000 and she took it. This loan was guaranteed by a third party and was to be repaid over five y... (2 pages)View decision