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-5050355
21 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5050355 The complaint Mr C says Santander UK PLC (“Santander”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t be repeating these in detail here. Mr C says over 14... (3 pages)View decision -
Decision Reference DRN-6132870
23 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6132870 Complaint Mr M has complained about a credit card NewDay Ltd (trading as “Aqua”) provided to him. He says the credit card should not have been provided to him as it was unaffordable and caused difficulty. Background Aqua provided Mr M with a credit card with a limit of £1,2... (3 pages)View decision -
Decision Reference DRN-6014592
14 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6014592 The complaint Mr D complains HSBC UK Bank Plc (“HSBC”) refuses to refund him for unauthorised transactions on his account. What happened The facts of this complaint are well known to both parties, so I see no need to repeat them in detail here. In short, Mr D disputes transa... (2 pages)View decision -
Decision Reference DRN-5280930
23 Jan 2025 Madison CF UK Limited UpheldConsumer CreditDRN-5280930 The complaint Mr C complains that Madison CF UK Limited trading as 118 118 Money lent irresponsibly when it approved four loan applications he made between 2019 and 2023. What happened The background to this complaint and my initial conclusions were set out in a provisional... (4 pages)View decision -
Decision Reference DRN-4916987
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4916987 The complaint and background Mr R complains Monzo Ltd (Monzo) won’t reimburse around £1,500 that he lost when he says he fell victim to a scam. Our investigator didn’t uphold the complaint. She initially set out that she wasn’t persuaded that the payments ought to have aler... (2 pages)View decision -
Decision Reference DRN-5664688
11 Jul 2025 IG Index Limited Not upheldInvestmentsDRN-5664688 The complaint Mr A complains that IG Index Limited (“IG”) failed to identify he was a problem gambler. He says if it had done so and intervened as he thinks it should, he would have suffered substantially lower losses on his trading account. He also says his experience with ... (12 pages)View decision -
Decision Reference DRN-2811901
9 Jun 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2811901 The complaint Mr B complains that Capital One (Europe) plc increased his credit limit without conducting proper checks. He’s explained that this was irresponsible as it was clear the credit card was being used for his gambling addiction. What happened Mr B took out a credit car... (3 pages)View decision -
Decision Reference DRN-3490275
9 Aug 2022 Progressive Money Limited UpheldConsumer CreditDRN-3490275 The complaint Miss N complains that Progressive Money Limited (PML), lent to her irresponsibly. What happened Using information from PML then it seems that Miss N was approved for a loan which commenced 7 December 2017. It was for £3,900 of which £2,481 was used to pay off anot... (7 pages)View decision -
Decision Reference DRN-4408316
3 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4408316 The complaint Mr K complains Monzo Bank Ltd irresponsibly lent him money on a loan, overdraft and a credit card account when he was gambling heavily. What happened In May 2022 Mr K applied for: A loan for £2,300 to be repaid over 12 months – applied for on 8 May 2022 A £2,000... (3 pages)View decision -
Decision Reference DRN5358259
31 Mar 2014 Tesco Personal Finance PLC Not upheldBanking and creditMr C complains that he has been charged interest by Tesco Personal Finance PLC (trading as Tesco Bank) for two credit card transactions.our initial conclusionsThe adjudicator did not recommend that the complaint should be upheld. She found that the bank acted in line with the ... (2 pages)View decision