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 DRN1574688
22 Oct 2019 The Royal Bank of Scotland Plc Not upheldBanking and creditMr A complains The Royal Bank of Scotland Plc (RBS) won’t refund money that was spent on a gambling website. He says he didn’t spend this money.Mr A is helped in his complaint by a family member. But, for ease, I’ll refer to most things as though Mr A has said them himself.backgroundThe de... (4 pages)View decision -
Decision Reference DRN-4406837
21 Nov 2023 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4406837 The complaint Mr J complains that HSBC UK Bank Plc acted irresponsibly in lending him a personal loan. He thinks it should have realised he had a gambling addiction which meant the loan was unaffordable for him. What happened Mr J took out a personal loan with HSBC in March 201... (3 pages)View decision -
Decision Reference DRN0118092
12 Nov 2015 Hastings Insurance Services Ltd UpheldInsurance (excluding PPI)Miss B complains that Hastings Insurance Services Ltd cancelled her car insurance policy after it found out she worked in a betting shop.backgroundMiss B took out the policy online. She gave her occupation as ‘assistant manager retailing’. Hastings cancelled the policy ... (2 pages)View decision -
Decision Reference DRN-5973370
22 Dec 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5973370 The complaint Mrs G has complained that Kroo Bank Ltd failed to process chargeback requests she made in relation to a number of disputed transactions. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overvi... (3 pages)View decision -
Decision Reference DRN6984967
8 Nov 2018 Nationwide Building Society UpheldBanking and creditMr W complains that Nationwide Building Society irresponsibly gave him a loan in December 2016 which he was unable to repay. This complaint is brought by Mr W’s sister Miss W.backgroundMr W says he was in a vulnerable position when he applied for the loan on 26 Dec... (3 pages)View decision -
Decision Reference DRN-6098568
11 Feb 2026 Barclays Bank UK PLC UpheldConsumer CreditDRN-6098568 The complaint Mr C complains that Barclays Bank UK PLC was irresponsible in its lending to him. He wants a refund for the money he borrowed. Mr C is represented by a family member but for ease of reference I have referred to Mr C throughout this decision. What happened Mr C ... (5 pages)View decision -
Decision Reference DRN-3081121
1 Oct 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3081121 The complaint Mr H and Mrs M complain about the way HSBC UK Bank Plc managed their account when they were experiencing financial difficulties. What happened Mr H and Mrs M have held a joint current account with HSBC for several years. They were previously managing their finance... (10 pages)View decision -
Decision Reference DRN-1769990
17 Jun 2020 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1769990ComplaintMr W has complained that Bank of Scotland plc won’t refund transactions he says he didn’t make or otherwise authorise. What happenedIn January 2020, Mr W made a number of transactions to a gambling merchant and won £30,000. However, over the following 11 days this was s... (3 pages)View decision -
Decision Reference DRN-3502322
13 Jun 2022 Progressive Money Limited UpheldConsumer CreditDRN-3502322 The complaint Mr H complains that Progressive Money Limited (PML) lent him money on a high cost loan which he was unable to afford to repay. What happened PML provided Mr H with a loan on 22 May 2018 for £10,000, repayable over 48 months at the rate of £410 a month. Mr H compla... (4 pages)View decision -
Decision Reference DRN-5906857
27 Oct 2025 MBNA Limited UpheldBanking and PaymentsDRN-5906857 The complaint Mr F complains that MBNA Limited lent irresponsibly when it increased the limit on his credit card. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr F originally opened a credit card ... (4 pages)View decision