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 4576 results
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Decision Reference DRN-2835828
19 Oct 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-2835828 The complaint Mr M is unhappy because Nationwide Building Society allowed transactions totalling almost £17,000 to leave his account which, he says, he didn’t make or otherwise authorise and it has also unfairly recorded a CIFAS marker with the National Fraud Database. What hap... (3 pages)View decision -
Decision Reference DRN-3469417
27 Jul 2022 Bank of Scotland Plc Not upheldConsumer CreditDRN-3469417 The complaint Mr S is unhappy that Bank of Scotland plc, trading as Halifax, approved him for a loan irresponsibly in 2015 and should have been aware of his gambling addiction at that time. What happened In March 2015, Mr S applied to Halifax for a personal loan for £4,000 to b... (3 pages)View decision -
Decision Reference DRN3324389
9 Nov 2018 Lloyds Bank PLC Not upheldBanking and creditMr P is unhappy that Lloyds Bank PLC prevented him putting money into his online gambling account. Mr P believes that because of this he lost out on a winning bet. backgroundI issued my provisional decision, which forms part of, and is attached to, this decision on t... (4 pages)View decision -
Decision Reference DRN-4732927
6 Aug 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4732927 The complaint Mr K is complaining that Bank of Scotland plc won’t refund payments he says he made as part of a scam. He’s also unhappy with how Bank of Scotland plc dealt with things after he reported the disputed payments. What happened Mr K holds a current account with Ban... (3 pages)View decision -
Decision Reference DRN-3500884
26 May 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3500884 The complaint Mr D complains that Lloyds Bank PLC (“Lloyds”) didn’t support him regarding the management of his current account and his overdraft facility. He believes they should have seen the potentially damaging transactions taking place and should have intervened. What happ... (4 pages)View decision -
Decision Reference DRN-2945958
29 Jul 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2945958 The complaint Mr C complains about a credit limit increase given to him by Barclays Bank UK PLC trading as Barclaycard. What happened In June 2014, Barclaycard reviewed Mr C’s credit card account and increased his credit limit from £7,000 to £10,000. Mr C says that at the time ... (5 pages)View decision -
Decision Reference DRN-4252391
13 Dec 2023 Evolution Lending Limited UpheldMortgagesDRN-4252391 The complaint Mr G complains that Evolution Lending Limited (“Evolution”) lent to him irresponsibly as he was suspended from work at the time the loan was taken out and had a drug and alcohol addiction. He is also unhappy that Evolution registered a County Court Judgment (CCJ) ... (16 pages)View decision -
Decision Reference DRN8627378
26 Sep 2019 National Westminster Bank Plc Not upheldBanking and creditMiss D complains that National Westminster Bank Plc (NatWest) lent to her irresponsibly.backgroundI sent Miss D and NatWest a provisional decision on 17 July 2019 to explain why I wasn’t intending to uphold the complaint. An extract from my provisional decision is set out below:“When decid... (3 pages)View decision -
Decision Reference DRN-4649965
15 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4649965 The complaint Miss S complains about the overdraft charges on her two current accounts with Bank of Scotland plc, trading as Halifax. What happened Miss S has two current accounts with Halifax. 1 One of those has an arranged overdraft limit of £6,200, and the other originally h... (4 pages)View decision -
Decision Reference DRN-5316896
3 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5316896 The complaint Miss W has complained that Starling Bank Limited won’t refund the money she spent on a gambling site when she says the site hasn’t paid out her winnings. What happened In 2024, Miss W was sent an email from a gambling merchant, and she signed up to their websit... (2 pages)View decision
