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 4692 results
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Decision Reference DRN8663210
29 Nov 2017 The Royal Bank of Scotland Plc Not upheldBanking and creditMr S complains that the Royal Bank of Scotland Plc (RBS) is holding him responsible for a number of transactions he didn’t make or authorise.backgroundMr S contacted RBS in April 2017 to dispute seven transactions to an online gambling business on 21 April 2017. But ... (2 pages)View decision -
Decision Reference DRN-4005835
24 Apr 2023 Lloyds Bank PLC Not upheldConsumer CreditDRN-4005835 The complaint Mr B complains that Lloyds Bank PLC (“Lloyds”) lent to him irresponsibly when it gave him two loans that he says he couldn’t afford. What happened Mr B took out an unsecured loan for £16,000 with Lloyds in May 2017. The loan was repayable over five years at a cost... (4 pages)View decision -
Decision Reference DRN8114235
6 Dec 2018 Lloyds Bank PLC Not upheldBanking and creditMr C complains that Lloyds Bank PLC was irresponsible in approving multiple applications to increase his overdraft when it shouldn’t have done so. Mr C is represented by his mother in bringing this complaint. But for clarity – I’ll refer to all submissions as being... (3 pages)View decision -
Decision Reference DRN4299544
5 Jul 2017 Paysafe Financial Services Limited Not upheldBanking and creditMr O complains that Paysafe Financial Services Limited have wrongly excluded some transfers he made from the terms of a promotional cashback offer. He says that he is owed money under the terms of the promotion.background Mr O was contacted by Paysafe in relation to a pro... (2 pages)View decision -
Decision Reference DRN4303842
13 Jun 2014 Barclays Bank Plc Not upheldBanking and creditMr S complains that Barclays Bank Plc unfairly holds him liable for disputed online transactions made on his account.backgroundThe transactions that Mr S disputes were all made at an online gambling site, using the details of Mr S’s debit card. The debit card was newly issued, and Mr S ... (2 pages)View decision -
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-2940202
25 Nov 2021 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-2940202 The complaint Mr S complains about The Royal Bank of Scotland Plc (RBS) and their decision to provide him with three loans between March 2019 and January 2020. What happened Mr S held a current account and savings account with RBS. In March 2019, RBS approved Mr S’ loan applica... (5 pages)View decision -
Decision Reference DRN-4279800
2 Nov 2023 East End Fair Finance Limited Not upheldConsumer CreditDRN-4279800 The complaint Mr E complains that East End Fair Finance Limited, trading as Fair Finance, lent to him irresponsibly when it provided him with two loans which he says he couldn’t afford. What happened Mr E took out a loan agreement with Fair Finance for £130 in February 2021. He... (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-5366738
24 Mar 2025 Monzo Bank Ltd UpheldConsumer CreditDRN-5366738 The complaint Mr C has complained that Monzo Bank Ltd acted irresponsibly when provided him with a £10,000 loan in March 2024. Background Mr C has a number of accounts with Monzo. In March 2019 he disclosed to the bank that he had a compulsive spending problem that can resul... (4 pages)View decision
