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 DRN-5580287
8 Aug 2025 Yonder Technology Ltd Not upheldBanking and PaymentsDRN-5580287 The complaint Miss V complains that Yonder Technology Ltd trading as Yonder, lent to her irresponsibly in relation to a credit card account; and provided her with poor service. What happened Miss V took out a credit card with Yonder in February 2024 with a credit limit of £... (5 pages)View decision -
Decision Reference DRN-4657274
4 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4657274 Complaint Mrs B has complained that Santander UK Plc (“Santander”) unfairly failed to block gambling transactions from her current account in circumstances where other institutions did so. Background Mrs B made a number of gambling transactions on her Santander current account.... (5 pages)View decision -
Decision Reference DRN-3480995
13 Jun 2022 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-3480995 The complaint Mr M complains that Bank of Ireland (UK) Plc lent to him irresponsibly. What happened In May 2020, Mr M took out a loan for £5,000 with Bank of Ireland. The loan was to be repaid over 24 months with repayments set at £246.20 a month. In July 2020, Mr M took out a ... (3 pages)View decision -
Decision Reference DRN5018826
19 Jan 2018 Everyday Lending Limited Not upheldBanking and creditMr L complains Everyday Lending Limited (trading as Everyday Loans) lent to him irresponsibly.backgroundThis complaint concerns a £1,500 loan from Everyday Loans, which Mr L applied for in November 2015. The loan was repayable over 24 months, with monthly payments of £... (3 pages)View decision -
Decision Reference DRN-5906955
6 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5906955 The complaint Mr N complains TSB Bank plc has recorded his personal details with Cifas – a fraud prevention database - and won’t remove them. What happened On 4 December 2024, Mr N received a payment of £731 into his TSB account. The money was spent over the next two days. ... (3 pages)View decision -
Decision Reference DRN-5830320
19 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5830320 The complaint Miss S says National Westminster Bank Public Limited Company (“NatWest”) refuses to refund her for transactions she says shouldn’t have been debited from her account. What happened Miss S has not been very clear about what happened, but from what I understand, ... (3 pages)View decision -
Decision Reference DRN-3308618
11 Feb 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3308618 The complaint Mr W complains about Tesco Personal Finance PLC and their decision to issue him with replacement credit cards despite him asking for a block to be placed on the accounts to prevent him using their limits to fund his gambling addiction. What happened Mr W held cred... (3 pages)View decision -
Decision Reference DRN5266037
12 Nov 2019 Nationwide Building Society Not upheldBanking and creditComplaintMiss P complains Nationwide Building Society failed to refund her a series of transactions she didn’t agree to. She says the transactions were made by people she’d trusted who were using her mobile phone to play games. She was unaware they were using her debit card to make payment... (4 pages)View decision -
Decision Reference DRN9648975
1 Aug 2018 Casheuronet UK LLC UpheldBanking and creditMr D says CashEuroNet UK LLC, trading as Quick Quid, lent to him irresponsibly. He says that the loans were not affordable and that Quick Quid didn’t carry out proper checks on his income and expenditure. Mr D adds that he was stuck in a ‘debt cycle’ with multiple l... (5 pages)View decision -
Decision Reference DRN4599149
5 Nov 2018 MBNA Limited Not upheldBanking and creditMr P complains about MBNA Limited (“MBNA”) and irresponsible lending in relation to a credit limit increase. He wants MBNA to refund to him all interest and charges and to remove references to late payments or defaults. backgroundMr P has held a credit card with MBN... (2 pages)View decision