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 DRN6288627
11 Sep 2017 Bank of Scotland Plc Not upheldBanking and creditMr B complains Bank of Scotland plc trading as Halifax (“Halifax”) gave him an unaffordable overdraft limit.backgroundBetween 30 November 2015 and 11 January 2016 Mr B made a number of online applications to increase the overdraft on his Halifax account to a limit of £... (2 pages)View decision -
Decision Reference DRN-4279800
2 Nov 2023 East End Fair Finance Limited Not upheldConsumer CreditDRN-4279800 The complaint Mr E complains that East End Fair Finance Limited, trading as Fair Finance, lent to him irresponsibly when it provided him with two loans which he says he couldn’t afford. What happened Mr E took out a loan agreement with Fair Finance for £130 in February 2021. He... (3 pages)View decision -
Decision Reference DRN-3909168
26 Jan 2023 Lendable Ltd Not upheldConsumer CreditDRN-3909168 The complaint Mr S says Lendable Ltd irresponsibly lent to him. What happened Mr S took out two instalment loans from Lendable. A summary of his borrowing follows: loan taken out repaid value, £ term in months monthly repayment, £ 1 19/05/2021 22/07/2021 5,000 36 211.81 2 18/08... (4 pages)View decision -
Decision Reference DRN4303842
13 Jun 2014 Barclays Bank Plc Not upheldBanking and creditMr S complains that Barclays Bank Plc unfairly holds him liable for disputed online transactions made on his account.backgroundThe transactions that Mr S disputes were all made at an online gambling site, using the details of Mr S’s debit card. The debit card was newly issued, and Mr S ... (2 pages)View decision -
Decision Reference DRN1655777
25 Jan 2017 Tesco Personal Finance PLC Not upheldBanking and creditMr F complains that Tesco Personal Finance PLC (Tesco Bank) lent him money irresponsibly and didn’t take account of his financial and health problems.backgroundTesco Bank approved a loan for Mr F in December 2014 and allowed him to have a number of increases in his o... (3 pages)View decision -
Decision Reference DRN-5721605
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5721605 The complaint Mr M complains Monzo Bank Ltd failed to identify and take any action when he began spending compulsively. He believes he’s lost out as a result and would like Monzo to compensate him this. Note: Whilst Mr M has brought this complaint with the assistance of a re... (3 pages)View decision -
Decision Reference DRN5055627
16 Apr 2018 WDFC UK Limited UpheldBanking and creditMr N complains that WDFC UK Limited, trading as Wonga, lent to him irresponsibly. He says he was in a debt spiral and had to keep borrowing to make the repayments. Mr N also says his credit report should’ve shown he was in a debt plan and had other problems wi... (5 pages)View decision -
Decision Reference DRN1325995
11 Oct 2019 Santander UK Plc Not upheldBanking and creditMiss W complains about Santander UK Plc’s (“Santander”) response and approach when she exceeded her overdraft limit. backgroundMiss W came to us as she was unhappy with the response from Santander to her concerns about the way her account was managed. She asked them to remove or backdate t... (3 pages)View decision -
Decision Reference DRN-5387833
9 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5387833 The complaint Mr S complains HSBC UK Bank Plc didn’t act responsibly in relation to gambling transactions he made between 2018 and 2022 or intervene despite clear signs of financial distress. What happened Mr S had an account with HSBC from 2018 and 2022. In February 2025 Mr... (2 pages)View decision -
Decision Reference DRN-4443965
8 Nov 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4443965 The complaint Mr B complains that National Westminster Bank Plc (NatWest) failed to raise chargeback claims for payments he made to an online casino, preventing him from recovering them. He thinks NatWest should therefore refund him for the payments. What happened Around May 20... (6 pages)View decision