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 DRN-4684349
15 Mar 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4684349 The complaint Mr L has complained that The Royal Bank of Scotland Plc (“RBS”) acted irresponsibly when it provided him with limit increases on his overdraft facility. Background Mr L has a current account with RBS. The account has had an overdraft facility on it since 2007. The... (5 pages)View decision -
Decision Reference DRN4265594
24 Mar 2016 The Royal Bank of Scotland Plc Not upheldBanking and creditMr S complains that The Royal Bank of Scotland Plc has held him liable for disputed transactions on his account. backgroundMr S complained to RBS that he didn’t make or authorise several gambling transactions on his account in November 2015. Those transactions together a... (2 pages)View decision -
Decision Reference DRN6621992
11 Oct 2017 Casheuronet UK LLC UpheldBanking and creditMr H complains that CashEuroNet UK LLC (trading as Quick Quid) gave him loans that were unaffordable.backgroundMr H took out a total of 17 loans from Quick Quid between July 2012 and November 2016, and he’s repaid all the borrowing. The background to this complaint wa... (9 pages)View decision -
Decision Reference DRN-4649965
15 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4649965 The complaint Miss S complains about the overdraft charges on her two current accounts with Bank of Scotland plc, trading as Halifax. What happened Miss S has two current accounts with Halifax. 1 One of those has an arranged overdraft limit of £6,200, and the other originally h... (4 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-4252391
13 Dec 2023 Evolution Lending Limited UpheldMortgagesDRN-4252391 The complaint Mr G complains that Evolution Lending Limited (“Evolution”) lent to him irresponsibly as he was suspended from work at the time the loan was taken out and had a drug and alcohol addiction. He is also unhappy that Evolution registered a County Court Judgment (CCJ) ... (16 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-5612286
18 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5612286 The complaint Mr S complains Santander UK Plc failed to intervene when he was spending compulsively. What happened Mr S made several large card payments to gambling companies, on the same day. Mr S felt Santander should have stepped in and challenged him over these payment... (2 pages)View decision