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 DRN9417354
23 Jan 2020 Nationwide Building Society Not upheldBanking and creditMr H is unhappy with Nationwide Building Society’s decision to not refund transactions he says he didn’t make or authorise from February to May 2018.Mr H has another complaint with this service relating to other disputed transactions, beginning in August and October 2017. I’ll issue a sepa... (4 pages)View decision -
Decision Reference DRN3263958
22 Jan 2020 The Royal Bank of Scotland Plc Not upheldBanking and creditMr M complains The Royal Bank of Scotland Plc gave him a large overdraft facility in October 2017 even though he’d previously exceeded his overdraft limit on a number of occasions.backgroundMr M says he’d exceeded his overdraft limits in June, July, August and September 2017 and it should’... (2 pages)View decision -
Decision Reference DRN0560862
26 Feb 2019 Capital One (Europe) plc Not upheldBanking and creditMr T complains that Capital One (Europe) plc irresponsibly lent to him by increasing the credit limit on his credit card with them when he was already over his limit. He doesn’t think they should’ve done this. He also complains about charges applied to his account... (3 pages)View decision -
Decision Reference DRN-2312241
19 Jan 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2312241 The complaint Mr and Mrs G have complained that Bank of Scotland PLC trading as Halifax (“Halifax”) declined Mr G’s deposits to an online gambling site - which stopped him placing a winning bet. What happened Mr G enjoys playing roulette online. He funds this by making payment... (3 pages)View decision -
Decision Reference DRN1252399
24 Apr 2017 National Westminster Bank Plc UpheldBanking and creditMr M complains that National Westminster Bank Plc (NatWest) irresponsibly lent him money, when it should’ve known he had a gambling problem.background Mr M opened an account with NatWest without an overdraft facility. In 2016 NatWest wrote to Mr M and told him it was c... (2 pages)View decision -
Decision Reference DRN-5497426
30 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5497426 The complaint Mr E complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) was irresponsible in its lending to him. He wants the outstanding balance on his loan written off, a refund of his gambling-related losses and compensation for the distress this situ... (4 pages)View decision -
Decision Reference DRN-4773933
14 May 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4773933 The complaint Mr P says National Westminster Bank Plc irresponsibly lent to him. What happened Mr P took out a loan on 19 September 2023 for £3,000 over 24 months. The monthly repayments were £162.40 and the total repayable was £3,897.60. Mr P says the loan was unaffordable for... (3 pages)View decision -
Decision Reference DRN-4321446
9 Oct 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4321446 The complaint Miss D complains that Barclays Bank UK PLC trading as Barclaycard lent irresponsibly when it approved a credit card in her name. What happened Miss D has explained that she already held a credit card with Barclaycard when she applied for another. In the applicatio... (3 pages)View decision -
Decision Reference DRN5298117
17 Dec 2019 Bank of Scotland Plc Not upheldBanking and creditMr Q is unhappy with Bank of Scotland plc’s decision to hold him responsible for transactions on his current account which he says he didn’t make or authorise.backgroundMr Q contacted Bank of Scotland at the end of July 2017 after he was unable to withdraw money from a cash machine due to ... (4 pages)View decision -
Decision Reference DRN1162503
9 Oct 2017 WDFC UK Limited UpheldBanking and creditMr J complains that WDFC UK Limited (trading as Wonga.com) lent him money when he couldn’t afford to repay it.backgroundMr J had 29 loans from Wonga as follows:Loan Date AmountDate Repaid Notes 118 Jun 2013£15701 Jul 2013219 Jul 2013£6501 Aug 2013310 Aug 2013£19430 Aug ... (3 pages)View decision
