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
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Decision Reference DRN-5085106
15 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5085106 The complaint Mr L complains that Revolut Ltd (Revolut) failed to deal with his chargeback dispute fairly. What happened On 2 May 2024, Mr L paid $508.29 to a simulated trading platform who I’ll call T. He used his debit card with Revolut to pay for this transaction. Mr L la... (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 DRN-4596647
20 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4596647 The complaint Mr H complains Monzo Bank Ltd (“Monzo”) refuses to refund him for transactions on his account he says he didn’t make. What happened Mr H says several transactions were made on his account totalling £4,350 on 29 March 2023, which he didn’t make. Monzo says it think... (2 pages)View decision -
Decision Reference DRN8627378
26 Sep 2019 National Westminster Bank Plc Not upheldBanking and creditMiss D complains that National Westminster Bank Plc (NatWest) lent to her irresponsibly.backgroundI sent Miss D and NatWest a provisional decision on 17 July 2019 to explain why I wasn’t intending to uphold the complaint. An extract from my provisional decision is set out below:“When decid... (3 pages)View decision -
Decision Reference DRN-3700689
13 Sep 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3700689 The complaint Mr B has complained that Santander UK Plc held him liable for a transaction which he says he didn’t make or otherwise authorise, and that they closed his account. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In Febru... (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 -
Decision Reference DRN-3202019
19 Apr 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3202019 The complaint Mr N has complained that Bank of Scotland plc trading as Halifax (“Halifax”) provided an overdraft to him that was unaffordable. What happened Mr N held a current account with Halifax which had an overdraft attached to it. In November 2018, Halifax approved an app... (4 pages)View decision -
Decision Reference DRN3629180
12 Jul 2019 Indigo Michael Limited UpheldBanking and creditMr M has complained that Indigo Michael Limited (trading as Safety Net Credit (SNC)) didn’t carry out sufficient affordability checks before granting him a Safety Net facility in 2016. Mr M also says had SNC carried out sufficient checks, it would’ve seen that he couldn’t afford it. backgr... (5 pages)View decision -
Decision Reference DRN8487753
13 Sep 2019 Greenlight Credit Ltd UpheldBanking and creditMr W complains that Greenlight Credit Ltd trading as Varooma was irresponsible when it provided him with a logbook loan in August 2017.backgroundMr W applied for a logbook loan with Varooma in August 2017. He borrowed £1,400 which was repayable over two years with monthly payments of £151.... (4 pages)View decision -
Decision Reference DRN-5316896
3 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5316896 The complaint Miss W has complained that Starling Bank Limited won’t refund the money she spent on a gambling site when she says the site hasn’t paid out her winnings. What happened In 2024, Miss W was sent an email from a gambling merchant, and she signed up to their websit... (2 pages)View decision