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 DRN0063825
23 Aug 2017 Uncle Buck Finance LLP Not upheldBanking and creditMr E complains about seven payday loans he took out with Uncle Buck Finance LLP. He says Uncle Buck Finance should never have agreed to lend him the money. backgroundMr E took out seven short term loans with Uncle Buck Finance. The loans were between February 2015 and ... (3 pages)View decision -
Decision Reference DRN-2945958
29 Jul 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2945958 The complaint Mr C complains about a credit limit increase given to him by Barclays Bank UK PLC trading as Barclaycard. What happened In June 2014, Barclaycard reviewed Mr C’s credit card account and increased his credit limit from £7,000 to £10,000. Mr C says that at the time ... (5 pages)View decision -
Decision Reference DRN4710129
25 Jun 2015 Bank of Scotland Plc Not upheldBanking and creditMiss H complains that Bank of Scotland plc (trading as Halifax) acted irresponsibly by allowing her a large overdraft without checking that she could afford it.backgroundWhen Miss H opened her account with Halifax late in 2013, it agreed a £100 overdraft limit. But ... (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 DRN-3310715
15 Mar 2022 Lloyds Bank PLC Not upheldConsumer CreditDRN-3310715 The complaint Mr S complains that Lloyds Bank PLC (“Lloyds”) has treated him unfairly in relation to a loan. What happened The background of this complaint is well known to all parties, so I’ve summarised events. Mr L took out a loan online with Lloyds in December 2019. The lo... (2 pages)View decision -
Decision Reference DRN-5645659
27 Aug 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5645659 The complaint Mr Q has complained Metro Bank PLC won’t refund him for gambling transactions he didn’t authorise. What happened Mr Q had held an account with Metro Bank since November 2023. Mr Q has told us that he has mental health issues. He raised numerous fraud disputes c... (2 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-6185717
30 Mar 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6185717 The complaint Mr H complains that PayPal UK Ltd allowed him to use his account to gamble extensively without any interventions or checks. Mr H also says that PayPal irresponsibly lent to him as it allowed him to use ‘eCheques’ which Mr H says is a form of credit. What happen... (4 pages)View decision -
Decision Reference DRN-3050939
11 Mar 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3050939 The complaint Mr W is unhappy that Everyday Lending Limited trading as Everyday Loans provided him with a loan when he couldn’t afford it. He’s also unhappy with how Everyday Loans dealt with things after he’d let it know he was experiencing financial difficulties. What happene... (4 pages)View decision