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 5125 results
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Decision Reference DRN-5658006
15 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5658006 Complaint Mr M has complained about a credit card HSBC UK Bank Plc (“HSBC”) provided to him. He says that the credit card was unaffordable for him and caused him ongoing financial difficulty. Background In January 2017, HSBC provided Mr M with a credit card which had a cred... (4 pages)View decision -
Decision Reference DRN-4666726
5 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4666726 The complaint Mr I has complained about how Bank of Scotland plc (BOS) handled his chargeback claim. What happened I issued a provisional decision about this complaint on 18 December 2024, which set out the background to this complaint: “On 13 September 2023, Mr I purchased ... (5 pages)View decision -
Decision Reference DRN2274414
2 Dec 2016 WDFC UK Limited Not upheldBanking and creditMiss M took out 11 loans with WDFC UK Limited (trading as Wonga). She says Wonga acted irresponsibly by lending her the money and she couldn’t afford to repay the loans. backgroundThe background to this complaint, and my initial conclusions, were set out in my provis... (5 pages)View decision -
Decision Reference DRN-2810472
11 May 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2810472 The complaint Mr H complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr H opened his Aqua card account in 2012. Aqua increased his credit limits as follows: Date Old Limit New Limit June 2012 - £500 November 2012 £500 £750 April 2013 £750... (7 pages)View decision -
Decision Reference DRN1642438
29 Apr 2019 NewDay Ltd UpheldBanking and creditMr G complains that NewDay Ltd (trading as Aqua) was irresponsible when it increased the credit limit on his credit card account. backgroundThe background to this complaint, and my initial conclusions, were set out in my provisional decision dated 29 March 2019 – a c... (6 pages)View decision -
Decision Reference DRN-2968728
15 Dec 2021 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-2968728 The complaint Mr L complains that Sainsbury’s Bank Plc failed to refund several transactions he didn’t recognise that were made from his credit card account. What happened Mr L received a fraud text on his phone and spoke with Sainsbury’s about several transactions. Three large... (5 pages)View decision -
Decision Reference DRN-3216525
16 Dec 2021 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-3216525 The complaint Mr L complains that Sainsbury’s Bank Plc failed to refund several transactions he didn’t recognise that were made from his credit card account. What happened Mr L received a fraud text on his phone and spoke with Sainsbury’s about several transactions. Three large... (5 pages)View decision -
Decision Reference DRN-4896318
15 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4896318 The complaint Miss K has complained Barclays Bank UK PLC won’t refund her for transactions she didn’t authorise in February 2024. What happened Miss K complained to Barclays after noticing nearly £1,000 worth of transactions she’d not made in February 2024. This coincided wi... (2 pages)View decision -
Decision Reference DRN1865173
13 Jun 2018 WDFC UK Limited UpheldBanking and creditMr M complains that WDFC UK Limited (trading as Wonga) gave him loans that he couldn’t afford to repay.backgroundThe background to this complaint was set out in the provisional decision that I issued last month. An extract from this is attached and forms part of this fi... (4 pages)View decision -
Decision Reference DRN4027967
15 Oct 2018 Active Securities Limited UpheldBanking and creditMr T says Active Securities Limited, trading as 247 Money Box, lent to him irresponsibly. He says 247 Money Box failed to identify he was dependent on payday loans and was stuck in a ‘cycle of borrowing to repay previous loans’.backgroundMr T had 17 loans with 247 Mo... (4 pages)View decision
