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 DRN8766803
15 May 2017 Zopa Limited Not upheldBanking and creditMr B complains that Zopa Limited (Zopa) was irresponsible when it lent him money in July and September 2016. Mr B is represented in this complaint by Ms C.backgroundIn mid July 2016, Mr B applied for a loan from Zopa for just over £2,000 to be repaid over two ... (4 pages)View decision -
Decision Reference DRN-5665313
15 Oct 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5665313 The complaint Mr T complains that Metro Bank PLC trading as RateSetter was irresponsible in its lending to him. He wants to be refunded all interest and charges on the loan and for RateSetter to review and reform its lending practices. What happened Mr T was provided with a ... (3 pages)View decision -
Decision Reference DRN9140278
9 Dec 2020 Barclays Bank UK PLC Not upheldBanking and creditMs B has complained Barclays Bank UK PLC won’t refund her for gambling transactions on her current account which she didn’t make. background In November 2017 Ms B complained to Barclays that there were a large number of gambling transactions on her account she didn’t make. These amounted t... (3 pages)View decision -
Decision Reference DRN2578702
25 Oct 2017 Madison CF UK Limited Not upheldBanking and creditMr M complains that Madison CF UK Limited trading as 118118money.Com (“118118money.Com”) lent him money irresponsibly.backgroundIn March 2016 Mr M took a loan with 118118money.Com over a period of 24 months. On 6 July 2017 he complained to them about irresponsible len... (2 pages)View decision -
Decision Reference DRN-5415850
2 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5415850 The complaint Miss F complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) has unfairly held her liable for, and hasn’t refunded to her, transactions made on her NatWest account between March and June 2024. What happened The background to this complain... (2 pages)View decision -
Decision Reference DRN-2959509
27 Oct 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2959509 The complaint Mr K has complained Capital One (Europe) plc has ignored issues around ID theft that have taken place on his credit card account. He has also disputed a large number of transactions. What happened Mr K opened an account with CapOne in November 2016. The account ha... (3 pages)View decision -
Decision Reference DRN9432292
17 Jan 2017 Virgin Money plc Not upheldBanking and creditMr M complains that Virgin Money plc didn’t do enough to help him when he told the bank he was having difficulty with his money because of his gambling addiction. He wanted Virgin to reduce the limit on his credit card. And Mr M was upset that Virgin allowed othe... (2 pages)View decision -
Decision Reference DRN7727313
23 Dec 2015 Bank of Scotland Plc Not upheldBanking and creditMr M complained that Bank of Scotland plc, trading as Halifax, was irresponsible to lend him as much money as it did.backgroundMr M opened a credit card with Halifax in 2005. His credit limit was increased, and a significant balance built up. In summer 2015, Mr M... (3 pages)View decision -
Decision Reference DRN-1807731
10 Jul 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1807731 The complaintMr K complains that HSBC UK Bank Plc irresponsibly increased his overdraft facility that became unaffordable. What happenedMr K says HSBC increased his overdraft facility to £5,000 in 2013 when he was in financial difficulties. He says the lending was irresponsible... (2 pages)View decision -
Decision Reference DRN-5191311
14 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5191311 The complaint Mr S has complained that HSBC UK Bank Plc acted irresponsibly when it provided him with a credit card, and linked limit increases between 2006 and 2012. Background Mr S applied for a credit card with HSBC in 2006. He has explained that by this time he had devel... (4 pages)View decision