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 DRN5924217
12 Oct 2015 HSBC Bank plc Not upheldBanking and creditMr A complains that HSBC Bank plc has refused to refund several online transactions which he says he did not make. backgroundMr A’s HSBC debit card was used to make a number of online gambling transactions, totalling over £37,500. He says he did not make these ... (2 pages)View decision -
Decision Reference DRN-3092848
13 Jan 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3092848 The complaint Mr J complains about Monzo Bank Ltd and their failure to set his account’s withdrawal limit back to the agreed amount after he’d requested a one-off limit increase. What happened Mr J held an account with Monzo. In February 2020, Mr J asked Monzo to set his daily ... (3 pages)View decision -
Decision Reference DRN7106583
24 Nov 2016 Indigo Michael Limited Not upheldBanking and creditMr G complains that Indigo Michael Limited gave him loans he couldn’t afford to repay. He asks that the balance is written off and the loans are removed from his credit files.backgroundMr G took seven loans from IML between 31 March and 1 May 2014. While IML didn’t ... (3 pages)View decision -
Decision Reference DRN-4541542
16 Jan 2024 Nationwide Building Society UpheldConsumer CreditDRN-4541542 The complaint Mr S and Ms S complain that Nationwide Building Society was irresponsible to lend to them. What happened Mr S and Ms S were approved for the following loan from Nationwide in March 2021: Loan Date Amount Term Repayment Due 1 4 Mar 2021 £10,000 84m £180.46 4 Mar 20... (3 pages)View decision -
Decision Reference DRN8231234
10 Jan 2018 Lending Stream Llc UpheldBanking and creditMr W complains that Lending Stream LLC gave him loans that he couldn’t afford to repay. He asks that it refunds interest and charges and removes information about the loans from his credit file. Mr W is represented by a claims management company.backgroundMr W took out 2... (4 pages)View decision -
Decision Reference DRN-3465666
6 May 2022 Barclays Bank UK PLC Not upheldConsumer CreditDRN-3465666 The complaint Mr K complains that Barclays Bank UK PLC made an irresponsible lending decision when it provided him with a loan. And it’s failed to treat him fairly when he’s later found himself in financial difficulties. What happened Mr K took out a personal loan with Barclays... (4 pages)View decision -
Decision Reference DRN-3778920
6 Jul 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3778920 The complaint Mr M complains that Barclays Bank UK PLC has not refunded him for payments he says he did not authorise. What happened Mr M holds a current account with Barclays. Between 26 March 2020 and 19 June 2020 a series of payments were made from Mr M’s account to various ... (2 pages)View decision -
Decision Reference DRN4276589
7 Sep 2015 MBNA Limited Not upheldBanking and creditMr M is unhappy that MBNA Limited didn’t close his credit card account. backgroundMr M has a credit card account with MBNA. He also has a gambling problem. His credit card account balance was made up of gambling debts. In September 2013 Mr M received help from hi... (2 pages)View decision -
Decision Reference DRN-5819269
16 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5819269 The complaint Mr J’s complaint is about how Revolut Ltd (Revolut) handled a refund claim he made. What happened As all parties are familiar with this complaint, I’ll only summarise the key background where necessary within my findings below. What I’ve decided – and why I’ve ... (3 pages)View decision -
Decision Reference DRN-5732847
28 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5732847 The complaint Mr W has complained about how Monzo Bank Ltd (Monzo) handled his chargeback claims. What happened Mr W made several deposits to an online gambling site called ‘H’ in April 2025 using his Monzo Flex credit card. He was later unable to withdraw his winnings back ... (4 pages)View decision