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 5520 results
-
Decision Reference DRN-3741986
10 Oct 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3741986 The complaint Mr D complains that American Express Services Europe Limited (AESEL) irresponsibly increased the credit limit on his credit card on two occasions, when he couldn’t afford the repayments. What happened Mr D was provided with a credit card by AESEL in June 2017, wit... (3 pages)View decision -
Decision Reference DRN-4640222
26 Feb 2024 Sainsbury's Bank Plc UpheldConsumer CreditDRN-4640222 The complaint Mr S has complained that Sainsbury’s Bank Plc acted irresponsibly when it approved him for a £20,000 loan in 2020. Background Mr S successfully applied for a £20,000 unsecured personal loan with Sainsbury’s in January 2020. He has said that at the time he was beco... (3 pages)View decision -
Decision Reference DRN-3210581
23 Dec 2021 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3210581 The complaint Miss B complains that PayPal (Europe) Sarl and Cie SCA, won’t refund payments that she didn’t make from her account. What happened Miss B disputes six payments made to a gambling website on 23 May 2020 using PayPal. These totalled £550. She says that her account w... (3 pages)View decision -
Decision Reference DRN-5214192
16 Dec 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5214192 The complaint Mrs B, via her representative, has complained that HSBC UK Bank Plc acted irresponsibly when it provided her access to multiple forms of credit. Mrs B applied for a credit card, two loans and an overdraft facility from HSBC. This decision will only consider wh... (4 pages)View decision -
Decision Reference DRN-5956396
25 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5956396 The complaint Mr L has complained to HSBC UK Bank Plc (“HSBC”) about an overdraft facility that HSBC continued to make available to him, going forward from August 2024. He says HSBC didn’t do enough to safeguard him from the heavy level of gambling that was visible on his a... (4 pages)View decision -
Decision Reference DRN-5699397
17 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5699397 The complaint Miss J complains that NewDay Ltd, trading as Fluid, acted irresponsibly when they didn’t notice her gambling and kept on increasing her credit card limit. What happened Miss J took out a credit card with NewDay in October 2022 with a credit limit of £2,500. N... (6 pages)View decision -
Decision Reference DRN-4580384
31 May 2024 Fairscore Ltd UpheldConsumer CreditDRN-4580384 The complaint Mr H has complained that Fairscore Ltd trading as Updraft, acted irresponsibly when it approved him for nine different loans over a 13-month period. Background Mr H applied for nine loans with Updraft between January 2022 and February 2023. He was approved for eac... (3 pages)View decision -
Decision Reference DRN6650736
9 Jul 2013 Nationwide Building Society Not upheldBanking and creditsummary of complaintMr B complains that Nationwide Building Society is holding him liable for disputed transactions which occurred using his debit card. background The following activity is relevant to this complaint: On 15 February an online gambling account was set up using... (2 pages)View decision -
Decision Reference DRN-2597778
19 Feb 2021 UK Credit Limited Not upheldConsumer CreditDRN-2597778 Complaint Mr V has complained about a guarantor loan UK Credit Limited (“UK Credit”) provided to him. He says his credit report would have shown he had recent payday loans and his bank statements would have shown he had a gambling problem. So UK Credit shouldn’t have lent to hi... (7 pages)View decision -
Decision Reference DRN-5741275
14 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5741275 The complaint Miss A complains that National Westminster Bank Public Limited Company (NatWest) irresponsibly lent to her. What happened Miss A was approved for a NatWest credit card in March 2023, with a £9,250 credit limit. Miss A says that this was irresponsibly lent to he... (3 pages)View decision