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-5612286
18 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5612286 The complaint Mr S complains Santander UK Plc failed to intervene when he was spending compulsively. What happened Mr S made several large card payments to gambling companies, on the same day. Mr S felt Santander should have stepped in and challenged him over these payment... (2 pages)View decision -
Decision Reference DRN-5370797
4 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5370797 The complaint Mr C complains that Monzo Bank Ltd (‘Monzo’) have declined to refund payments made to a fraudulent gambling website. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand... (5 pages)View decision -
Decision Reference DRN-4649965
15 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4649965 The complaint Miss S complains about the overdraft charges on her two current accounts with Bank of Scotland plc, trading as Halifax. What happened Miss S has two current accounts with Halifax. 1 One of those has an arranged overdraft limit of £6,200, and the other originally h... (4 pages)View decision -
Decision Reference DRN-5827544
3 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5827544 The complaint Miss W complains that TSB Bank plc (“TSB”) failed to prevent transactions that resulted in a loss of funds. Miss W also says TSB unfairly closed her account. What happened Miss W explained that she used a gambling site that resulted in the loss of several thous... (4 pages)View decision -
Decision Reference DRN-4327514
7 Feb 2024 Everyday Loans Limited Not upheldConsumer CreditDRN-4327514 The complaint Mr T is unhappy Everyday Loans Limited, trading as Everyday Lending, has not agreed to pay compensation for the distress and inconvenience it caused by lending to him irresponsibly. What happened Mr T took out a 24-month loan for £3,000 from ELL in May 2023. The m... (2 pages)View decision -
Decision Reference DRN-6170041
3 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6170041 The complaint Mrs P complains Monzo Bank Limited (Monzo) failed to provide adequate support for her even though her bank account showed signs of potential vulnerability. What happened Mrs P says she holds a bank account with Monzo and even though the account was used primari... (2 pages)View decision -
Decision Reference DRN-4252391
13 Dec 2023 Evolution Lending Limited UpheldMortgagesDRN-4252391 The complaint Mr G complains that Evolution Lending Limited (“Evolution”) lent to him irresponsibly as he was suspended from work at the time the loan was taken out and had a drug and alcohol addiction. He is also unhappy that Evolution registered a County Court Judgment (CCJ) ... (16 pages)View decision -
Decision Reference DRN5321227
13 Nov 2019 Barclays Bank UK PLC Not upheldBanking and creditMiss G complains that Barclays Bank UK Plc (trading as Barclaycard) charged excessive interest and charges to her account in relation to gambling transactions. She says Barclaycard hasn’t acted fairly and should’ve identified from her spending that she had a problem. backgroundMiss G has a... (3 pages)View decision -
Decision Reference DRN-3660173
22 Aug 2022 Bank of Scotland Plc UpheldConsumer CreditDRN-3660173 The complaint Mr N has complained that Bank of Scotland plc trading as Halifax acted irresponsibly when it provided him with a loan for £3,000 in August 2017. Background Mr N applied for the loan online in August 2017. He has said that the loan was approved very quickly, and th... (3 pages)View decision -
Decision Reference DRN-5225671
3 Jan 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5225671 The complaint Mr C has complained that MBNA Limited acted irresponsibly when it provided him with a credit card in March 2016. Background Mr C applied for a credit card with MBNA in March 2016. His application was approved, and he was provided with a card that had an opening... (3 pages)View decision