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 5795 results
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Decision Reference DRN-6191404
15 Apr 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6191404 The complaint Mrs B complains that Santander UK Plc (“Santander”) acted irresponsibly when it provided her with an overdraft she couldn’t afford, failed to monitor her overdraft and act on patterns of reliance and that it failed to spot signs of her financial difficulties. ... (5 pages)View decision -
Decision Reference DRN-2928622
31 Jan 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2928622 The complaint Mr P complains about National Westminster Bank Plc (NWB) and the way they handled, and declined, his request for a refund of transactions made to gambling websites. What happened Mr P held a current account and credit card account with NWB. On 17 August 2020, Mr P... (3 pages)View decision -
Decision Reference DRN3184239
6 Nov 2017 Barclays Bank Plc Not upheldBanking and creditMr H complains that Barclays Bank Plc has refused to refund some disputed transactions. Mr H says he is the victim of fraud and he wants Barclays to refund the money.backgroundMr H says he contacted Barclays because of some transactions on his account that he didn’t ... (3 pages)View decision -
Decision Reference DRN-2308919
18 Feb 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-2308919 The complaint Mr F has complained Nationwide Building Society won’t refund transactions he didn’t authorise. What happened In December 2019 Mr F complained to Nationwide his card details had been used for gambling transactions which he’d not made. Nationwide contacted the gambl... (3 pages)View decision -
Decision Reference DRN6947896
12 Dec 2019 HSBC UK Bank Plc Not upheldBanking and creditMr W is unhappy with the credit limit HSBC UK Bank Plc (HSBC) offered him on a new credit card.backgroundIn 2016 Mr W successfully applied for a new credit card with HSBC and was given a credit limit of £5,500. Mr W has exceeded the credit limit on the card, and he has entered into a payme... (2 pages)View decision -
Decision Reference DRN-4253646
3 Aug 2023 Oplo PL Ltd Not upheldConsumer CreditDRN-4253646 The complaint Mr G complains that Oplo PL Ltd trading as Oplo lent to him irresponsibly. What happened In February 2022 Mr G applied for a loan. Oplo approved the application and gave Mr G a loan for £5000 repayable over 60 months. In December 2022 Mr G applied for a second loa... (2 pages)View decision -
Decision Reference DRN-3853007
3 Jan 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3853007 The complaint Mr L and Mrs L complain that Barclays Bank UK PLC failed to refund transactions they didn’t recognise. What happened Mr L and Mrs L are joint account holders. The disputed transactions occurred on Mrs L’s debit card although Mr L has brought the complaint to our s... (3 pages)View decision -
Decision Reference DRN-4400536
11 Jan 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4400536 The complaint Mrs W complains Zopa Bank Limited didn’t help her recover payments she disputed. What happened Mrs W has an account with Zopa Bank which she opened in 2021 and a credit card. In April 2023 Mrs W contacted Zopa Bank to say she’d used her card to make a number of pa... (3 pages)View decision -
Decision Reference DRN6480911
6 Jun 2019 National Westminster Bank Plc Not upheldBanking and creditMr W complains that National Westminster Bank Plc was irresponsible when it increased his overdraft and then lent him £3,000.backgroundOn 22 May 2019 I issued a provisional decision saying that subject to any further comments or evidence from Mr W or NatWest, I didn’t ... (2 pages)View decision -
Decision Reference DRN4710129
25 Jun 2015 Bank of Scotland Plc Not upheldBanking and creditMiss H complains that Bank of Scotland plc (trading as Halifax) acted irresponsibly by allowing her a large overdraft without checking that she could afford it.backgroundWhen Miss H opened her account with Halifax late in 2013, it agreed a £100 overdraft limit. But ... (2 pages)View decision