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-2683261
18 Mar 2021 Step One Finance Limited UpheldMortgagesDRN-2683261 The complaint Mr S complains that the consolidation loan he took out with Step One Finance Limited was unaffordable. He asks that fees and interest are refunded, with interest. What happened Mr S took out a loan with Step One in late 2015 for about £42,500. The loan was secured... (4 pages)View decision -
Decision Reference DRN-5755368
29 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5755368 The complaint Mr W complains that Bank of Scotland plc trading as Halifax lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to Mr W’s complaint and my initial conclusions were set out in two pr... (4 pages)View decision -
Decision Reference DRN-4594746
2 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4594746 The complaint Miss J complains that HSBC UK Bank Plc (HSBC) is holding her liable for payments to two gambling companies (B1 and B2) which she says she didn’t authorise. What happened The details of this complaint are well-known to both parties, so I won’t repeat them all again... (7 pages)View decision -
Decision Reference DRN-4812952
3 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4812952 The complaint Mr H has complained that Santander UK Plc (“Santander”) irresponsibly increased the limit on his overdraft. He says that Santander acted unfairly by continuing to apply overdraft charges to his account when he was already in financial difficulty. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-3770739
22 Nov 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3770739 The complaint Mrs E complained because Lloyds Bank plc refused to refund her for transactions she said she didn’t make. What happened On 17 April 2022, Mrs E, represented by her partner, contacted Lloyds and said there had been two fraudulent transactions on her account the pre... (3 pages)View decision -
Decision Reference DRN-5665313
15 Oct 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5665313 The complaint Mr T complains that Metro Bank PLC trading as RateSetter was irresponsible in its lending to him. He wants to be refunded all interest and charges on the loan and for RateSetter to review and reform its lending practices. What happened Mr T was provided with a ... (3 pages)View decision -
Decision Reference DRN9140278
9 Dec 2020 Barclays Bank UK PLC Not upheldBanking and creditMs B has complained Barclays Bank UK PLC won’t refund her for gambling transactions on her current account which she didn’t make. background In November 2017 Ms B complained to Barclays that there were a large number of gambling transactions on her account she didn’t make. These amounted t... (3 pages)View decision -
Decision Reference DRN-4921078
2 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4921078 The complaint Mr F complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing him with a flex running credit account. What happened In May 2023 Monzo granted Mr F an increased credit limit of £5,500. Mr F says that Monzo shouldn’t have granted him the increase... (3 pages)View decision -
Decision Reference DRN-2959509
27 Oct 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2959509 The complaint Mr K has complained Capital One (Europe) plc has ignored issues around ID theft that have taken place on his credit card account. He has also disputed a large number of transactions. What happened Mr K opened an account with CapOne in November 2016. The account ha... (3 pages)View decision -
Decision Reference DRN-4719103
28 Jun 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4719103 The complaint Miss W complains Revolut Ltd (“Revolut”) refused to refund her for transactions on her account she says she didn’t authorise. She is also unhappy Revolut closed her account. What happened Miss W disputes several transactions from her account from 16 June 2023 to 1... (2 pages)View decision