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 DRN0544499
22 Apr 2015 MBNA Limited Not upheldBanking and creditMr O complains that MBNA Limited is holding him responsible for a debt he says isn’t his. The debt came about after a number of credits and debits were made to his credit card account. Mr O wants MBNA to put his account right and remove any damaging information... (3 pages)View decision -
Decision Reference DRN-5348698
24 Feb 2025 TSB Bank plc UpheldConsumer CreditDRN-5348698 The complaint Mr S complains that TSB Bank plc was irresponsible in its lending to him. What happened Mr S was provided with a £8,000 fixed sum loan agreement by TSB in September 2023. The loan term was 60 months and Mr S was required to make monthly repayments of £215.53. H... (4 pages)View decision -
Decision Reference DRN-4916987
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4916987 The complaint and background Mr R complains Monzo Ltd (Monzo) won’t reimburse around £1,500 that he lost when he says he fell victim to a scam. Our investigator didn’t uphold the complaint. She initially set out that she wasn’t persuaded that the payments ought to have aler... (2 pages)View decision -
Decision Reference DRN0219208
9 Jan 2017 Bank of Scotland Plc Not upheldBanking and creditMrs C complains that Bank of Scotland plc (“Halifax”) did not treat her fairly in that it allowed her to borrow £5,000 despite knowing she had a gambling problem. She also complains the bank will not allow her to withdraw money credited to her account on behalf of ... (2 pages)View decision -
Decision Reference DRN-4485201
1 Dec 2023 Fairscore Ltd Not upheldConsumer CreditDRN-4485201 The complaint Mr F complains that Fairscore Ltd trading as Updraft (“Updraft”) irresponsibly gave him a loan he couldn’t afford to repay. What happened In May 2022, Mr F applied for a loan with Updraft. His application was approved, and he was given a loan of £6,000. Mr F was r... (3 pages)View decision -
Decision Reference DRN-2189218
20 Nov 2020 Metro Bank PLC Not upheldBanking and PaymentsDRN-2189218 The complaint Mr S has complained that Metro Bank PLC won’t refund him for disputed transactions he didn’t make or authorise. What happened Mr S has a current account with Metro and several online gambling accounts . Between 29 August 2019 and 2 September 2019 Mr S’s debit card... (4 pages)View decision -
Decision Reference DRN2036784
25 Apr 2016 Bank of Ireland (UK) Plc Not upheldBanking and creditMr W complains that Bank of Ireland (UK) Plc won’t refund money he says was taken out of his account. He says he didn’t withdraw or spend the money or ask anybody else to do so for him.The BoI account is branded as one from the Post Office.backgroundThe details ... (2 pages)View decision -
Decision Reference DRN5909013
30 Nov 2017 The Royal Bank of Scotland Plc UpheldBanking and creditMr S complains that The Royal Bank of Scotland Plc acted irresponsibly when it gave him a loan in March 2013.backgroundMr S told us that he is a gambler. He no longer gambles, but he was gambling in early 2013, when he applied to RBS for a loan for £18,000. He also ... (4 pages)View decision -
Decision Reference DRN-4210139
26 Jun 2023 Commsave Credit Union Limited Not upheldConsumer CreditDRN-4210139 The complaint Mr H complains that Commsave Credit Union Limited (“Commsave”) ought not to have lent to him as the lending was both unaffordable and irresponsible. What happened In August 2019 Mr H applied to Commsave for a loan. He borrowed £5,000 over a term of 156 weeks, the ... (7 pages)View decision -
Decision Reference DRN-5343926
22 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5343926 The complaint Mr G says Bank of Scotland plc, trading as “Halifax”, refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, s... (2 pages)View decision