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 DRN3130587
6 Nov 2017 The Royal Bank of Scotland Plc Not upheldBanking and creditMr K’s complained the Royal Bank of Scotland Plc (‘RBS’) won’t refund transactions he said he didn’t make. backgroundMr K was upset about duplicate transactions on his account. Some of these were card payments to online gambling websites. He said there were others ... (3 pages)View decision -
Decision Reference DRN9673231
28 Sep 2016 PDL Finance Limited UpheldBanking and creditMr H complains that PDL Finance Limited trading as Mr Lender (“Mr Lender”) gave him unaffordable loans. He wants a refund of all the interest he has paid.backgroundIn my provisional decision I set out why I intended to uphold Mr H’s complaint. Mr H agreed with my p... (2 pages)View decision -
Decision Reference DRN-4732927
6 Aug 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4732927 The complaint Mr K is complaining that Bank of Scotland plc won’t refund payments he says he made as part of a scam. He’s also unhappy with how Bank of Scotland plc dealt with things after he reported the disputed payments. What happened Mr K holds a current account with Ban... (3 pages)View decision -
Decision Reference DRN-5818865
16 Dec 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5818865 The complaint Mr E complains that HSBC UK Bank Plc didn’t do enough to prevent gambling-related harm, and that it lent to him irresponsibly. What happened In December 2019, Mr E applied for a loan with HSBC. His application was approved, and the funds were drawn down; Mr E ... (4 pages)View decision -
Decision Reference DRN0780667
31 Jan 2020 Bank of Scotland Plc Not upheldBanking and creditMr S has complained Bank of Scotland plc, trading as Halifax, won’t refund him for over 550 transactions he didn’t make.backgroundMr S made four complaints in 2019 about transactions on his Halifax account which he says he didn’t make. All of these transactions were gambling transactions a... (3 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 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 DRN-2940202
25 Nov 2021 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-2940202 The complaint Mr S complains about The Royal Bank of Scotland Plc (RBS) and their decision to provide him with three loans between March 2019 and January 2020. What happened Mr S held a current account and savings account with RBS. In March 2019, RBS approved Mr S’ loan applica... (5 pages)View decision -
Decision Reference DRN-5921733
10 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5921733 The complaint Mr H complains that Santander UK Plc allowed him to make gambling transactions in excess of £26,000 despite being aware of his gambling addiction. What happened In June 2025, Mr H used an online casino to gamble more than £26,000. Mr H complained to Santander b... (2 pages)View decision -
Decision Reference DRN6144580
30 Jul 2013 Barclays Bank Plc Not upheldBanking and creditMr B complains that Barclays Bank PLC trading as Barclaycard (“Barclaycard”) was irresponsible in allowing him to exceed his credit limit.background Mr B had drunk alcohol and had taken prescription medication when he used his credit card on an online gambling website one evening. The ... (2 pages)View decision