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 4967 results
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Decision Reference DRN-5494579
28 Apr 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5494579 The complaint Mr S complains that HSBC UK Bank Plc was irresponsible in its lending to him He wants all interest and charges he has paid refunded, and the loans removed from his credit file. What happened Mr S was provided with three loans by HSBC, the details of which are s... (4 pages)View decision -
Decision Reference DRN2613315
1 Aug 2017 National Westminster Bank Plc Not upheldBanking and creditMr P complains National Westminster Bank Plc lent him money irresponsibly without making proper checks. As a result he now has a high level of borrowing and has concerns about his ability to pay. He’s asked for both the debt and the interest rate to be reduced. bac... (3 pages)View decision -
Decision Reference DRN-4757547
16 Aug 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4757547 The complaint Mr D says that due to Barclays Bank UK Plc’s actions, his account with the bank went overdrawn. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. Briefly, as I understand it, on 30 March 2023 Mr D’... (3 pages)View decision -
Decision Reference DRN-3568006
30 Jun 2022 Oplo PL Ltd Not upheldConsumer CreditDRN-3568006 The complaint Mr S complains that Oplo PL Ltd provided him with a loan that he was unable to afford to repay. What happened Mr S was provided with a loan for £8,000 by Oplo on 5 July 2018, for a period of 18 months at a monthly instalment of around £266. Mr S kept up the paymen... (5 pages)View decision -
Decision Reference DRN3077576
19 Dec 2017 Nationwide Building Society Not upheldBanking and creditMs L complains that Nationwide Building Society won’t refund a number of payments taken from her account using her debit card, which she says she didn’t make or authorise.backgroundMs L disputes 20 debit card payments to an online gambling account, totalling £200. Sh... (2 pages)View decision -
Decision Reference DRN7442070
4 Feb 2014 Bank of Ireland (UK) Plc Not upheldBanking and creditMr L complains that Bank of Ireland (UK) Plc (trading as the Post Office) has not refunded a number of payments which he says he did not authorise.backgroundMr L complained to a bookmaker – which I shall call “M” – that about 70 online transactions on his betting account in June an... (3 pages)View decision -
Decision Reference DRN-5665690
3 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5665690 The complaint Miss W complains Santander UK Plc did not provide her with proper support and safeguarding as a vulnerable consumer in relation to her current account and overdraft with them. What happened I issued my provisional findings to both parties setting out why I did... (6 pages)View decision -
Decision Reference DRN6897373
5 Dec 2013 PayPal Sarl & Cie, SCA Not upheldBanking and creditMiss W complains that PayPal Sarl & Cie, SCA has not refunded transactions that she says she did not make or authorise.backgroundMiss W used a gambling website to place a number of bets. She paid the stakes to the bookmaker from her PayPal account, which was fed by her bank account... (2 pages)View decision -
Decision Reference DRN0780667
31 Jan 2020 Bank of Scotland Plc Not upheldBanking and creditMr S has complained Bank of Scotland plc, trading as Halifax, won’t refund him for over 550 transactions he didn’t make.backgroundMr S made four complaints in 2019 about transactions on his Halifax account which he says he didn’t make. All of these transactions were gambling transactions a... (3 pages)View decision -
Decision Reference DRN-5613166
6 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5613166 The complaint Miss D complains about the way in which Bank of Scotland plc handled a large number of chargeback requests in connection with payments to online gambling sites. She says too that the bank should have identified from the activity that she was a vulnerable custom... (3 pages)View decision
