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 DRN-5507989
30 Apr 2025 Bamboo Limited Not upheldConsumer CreditDRN-5507989 The complaint Miss D complains that Bamboo Limited irresponsibly lent her an unsecured loan. What happened Miss D took out a loan of £7,000 with Bamboo in January 2021. The loan was agreed over a term of two years with monthly payments of £392.51. The interest rate was a fix... (4 pages)View decision -
Decision Reference DRN6991094
24 Sep 2013 Bank of Scotland Plc UpheldBanking and creditMr C complains that Bank of Scotland Plc (BoS) wrongly allowed him to increase his overdraft through online applications, despite knowing he had a gambling problem. Mr C had an overdraft of £5,000, which he reduced to £500. He told the bank of his gambling problem and a note was added ... (2 pages)View decision -
Decision Reference DRN7126222
28 Feb 2020 HSBC UK Bank Plc UpheldBanking and creditMiss J complains that HSBC UK Bank plc won’t refund debit card transactions that she says she didn’t make or authorise.backgroundMiss J told HSBC that she didn’t recognise a number of transactions made online using her debit card at the end of October and beginning of November 2017. They e... (4 pages)View decision -
Decision Reference DRN2879297
2 Feb 2021 Everyday Lending Limited UpheldBanking and creditMr G complains that Everyday Lending Limited (“ELL”) lent to him in an irresponsible manner. background Mr G was given two loans by ELL in May 2014 and June 2015. The first loan, for £3,453, was due to be repaid over 18 months. But in June 2015 Mr G refinanced that loan and took some addit... (4 pages)View decision -
Decision Reference DRN9329980
17 Oct 2018 HSBC Bank plc Not upheldBanking and creditMiss K complains that HSBC Bank Plc unfairly declined her chargeback request and failed to treat her sympathetically.background Miss K used her HSBC card to deposit a total of £8,000 with an online gambling company. She was unhappy with the service she got from the on... (2 pages)View decision -
Decision Reference DRN-2888955
22 Jun 2021 Bank of Scotland Plc UpheldBanking and PaymentsDRN-2888955 The complaint Mr H complains that Bank of Scotland plc, trading as Halifax, increased his arranged overdraft on his current account several times. He believes these increases were unaffordable and should not have been granted. What happened Mr H holds a current account with Hal... (5 pages)View decision -
Decision Reference DRN-3214087
2 Feb 2022 National Westminster Bank Plc Not upheldConsumer CreditDRN-3214087 The complaint Mr M complains that National Westminster Bank Plc (NatWest) irresponsibly allowed him to take out a number of loans which were unaffordable. What happened Mr M says he took out a number of NatWest loans from 2014. He says appropriate checks were not carried out an... (2 pages)View decision -
Decision Reference DRN-5094522
27 Nov 2024 MBNA Limited UpheldBanking and PaymentsDRN-5094522 The complaint Mr H complains that MBNA Limited was irresponsible when it offered him a credit card account. What happened MBNA opened a credit card account for Mr H in August 2020 with a credit limit of £8,000. I understand the facility was withdrawn in March 2024. Mr H co... (5 pages)View decision -
Decision Reference DRN-4555430
12 Jan 2024 Danske Bank A/S Not upheldBanking and PaymentsDRN-4555430 The complaint Mr H complains that Danske Bank A/S (Danske) won’t refund money he lost in a scam. What happened What Mr H says: Mr H was on a betting website and he wanted to send money to it . He received a ‘pop up’ to what appeared to be a payment portal. But it turned out to ... (3 pages)View decision -
Decision Reference DRN-4610436
11 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4610436 Complaint Mrs G has complained that NewDay Ltd (“NewDay”) irresponsibly provided her with credit card accounts, which it then allowed her to access funds in order to gamble even after a prohibition on using credit cards for gambling was introduced. Background Mrs G had two cred... (6 pages)View decision
