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 4967 results
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Decision Reference DRN-2856553
16 Jun 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-2856553 The complaint Mr S has complained that Lloyds Bank PLC (“Lloyds”) acted irresponsibly by approving him for two overdrafts with a limit of £4,000 each without carrying out proper checks. What happened Mr S held a bank account with Lloyds. On 2 February 2018 Mr S applied on-line ... (3 pages)View decision -
Decision Reference DRN-5743230
10 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5743230 The complaint Mrs A believes that Bank of Scotland plc trading as Halifax should not have accepted her application for a mortgage with it – that it was irresponsibly lent due to her circumstances. What happened In the summer of 2023 Mrs A owned her home outright. She took ad... (3 pages)View decision -
Decision Reference DRN7368923
17 May 2013 National Westminster Bank Plc Not upheldBanking and creditMiss K says she did not make or authorise certain transactions totalling more than £7,000 to an online gambling site in late December 2010. background National Westminster Bank plc did not accept Miss K’s argument but it did agree it had not dealt well with her complaint and paid her £... (1 page)View decision -
Decision Reference DRN-5222208
14 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5222208 The complaint Mr M complained because Santander UK Plc refused to refund him for transactions he said he hadn’t authorised. What happened On 1 November 2024, Mr M rang Santander. There were three transactions on his current account to a gambling firm, totalling £800. Mr M ... (4 pages)View decision -
Decision Reference DRN-4494852
25 Jan 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4494852 The complaint Mr C has complained to Nationwide Building Society (“Nationwide”) about overdraft facilities that were granted to him in March 2021. Mr C says Nationwide acted irresponsibly in providing him with the overdraft and increase and that Nationwide should have realised ... (3 pages)View decision -
Decision Reference DRN5450063
20 Jun 2013 National Westminster Bank Plc Not upheldBanking and creditMr K says National Westminster Bank Plc lent to him irresponsibly when he was a vulnerable adult student with a gambling addiction. backgroundThe lending took place under the bank’s ‘professional trainee loan’ scheme. This scheme was ‘aimed at helping full time students meet their study... (2 pages)View decision -
Decision Reference DRN-4697065
20 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4697065 The complaint Miss A complains that National Westminster Bank Plc have unreasonably declined to refund her for transactions she didn’t make. She’d like the transactions refunded and for a significant degree of compensation. What happened Miss A holds an account with NatWest. In... (3 pages)View decision -
Decision Reference DRN-5203464
27 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5203464 The complaint Miss W complains Bank of Scotland plc failed to provide her with appropriate support and intervene when she spent excessive amounts on gambling. What happened Miss W held a BoS account, and in 2012 Miss W was granted an overdraft on the account. This was for £... (3 pages)View decision -
Decision Reference DRN-2679865
6 Apr 2021 Everyday Lending Limited Not upheldConsumer CreditDRN-2679865 The complaint Mr G complains that Everyday Lending Limited (trading as Everyday Loans) granted him a loan that was unaffordable for him. What happened In October 2015, Mr G took out a loan for £2,000 with Everyday Lending. The loan was to be repaid over 24 months with the repay... (2 pages)View decision -
Decision Reference DRN-5122788
8 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5122788 The complaint Ms S is unhappy that Barclays Bank Plc has closed her account and registered a Cifas marker against her. What happened Ms S had two accounts with Barclays, a current account and a basic account. From 2 January 2023 and 3 March 2023 Ms S reported over 270 cards... (8 pages)View decision
