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-3284985
2 Mar 2022 Everyday Lending Limited Not upheldConsumer CreditDRN-3284985 The complaint Mr P complained about a loan Everyday Lending Limited trading as Everyday Loans provided to him. He said the lender didn’t check properly that the loan was affordable and given the evidence it saw that he was gambling, Everyday Loans should’ve realised his vulnera... (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 DRN4651131
17 Oct 2019 Indigo Michael Limited UpheldBanking and creditMr S has complained that Indigo Michael Limited, trading as Safety Net Credit, gave him a Safety Net facility without carrying out proper creditworthiness and affordability checks.background and findingsI issued my provisional decision on 25 September 2019 and gave Mr S and Indigo Michael ... (5 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 -
Decision Reference DRN-4005835
24 Apr 2023 Lloyds Bank PLC Not upheldConsumer CreditDRN-4005835 The complaint Mr B complains that Lloyds Bank PLC (“Lloyds”) lent to him irresponsibly when it gave him two loans that he says he couldn’t afford. What happened Mr B took out an unsecured loan for £16,000 with Lloyds in May 2017. The loan was repayable over five years at a cost... (4 pages)View decision -
Decision Reference DRN8918968
9 May 2017 Madison CF UK Limited Not upheldBanking and creditMr I complains that Madison CF UK Limited, trading as 118 118 Money, lent him money irresponsibly.backgroundMr I applied for a 118 118 loan in December 2015 for £2,000 over two years. He says he had a gambling problem at the time, and 118 118 should’ve known that from lo... (2 pages)View decision -
Decision Reference DRN-5039211
13 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5039211 The complaint Mr B has complained HSBC UK Bank plc won’t refund him for transactions made on his account which he didn’t authorise. What happened On 14 December 2023 Mr B contacted HSBC to report numerous gambling transactions which he’d not made. He’d recently come back hom... (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-3443799
29 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3443799 The complaint Mr R complains NewDay Ltd irresponsibly provided him with a credit card. What happened NewDay approved Mr R for a credit card in October 2020. The initial limit was £250. This was later increased to £1,250. On both occasions (the initial application and the subseq... (4 pages)View decision