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-2399086
3 Feb 2021 Lloyds Bank PLC UpheldConsumer CreditDRN-2399086 Complaint Miss D has complained about two unsecured personal loans which were provided to her by Lloyds Bank PLC (“Lloyds”). She says Lloyds didn’t do take enough action to protect her after she asked for help in 2016 and this culminated in Lloyds providing these loans irrespon... (20 pages)View decision -
Decision Reference DRN9648975
1 Aug 2018 Casheuronet UK LLC UpheldBanking and creditMr D says CashEuroNet UK LLC, trading as Quick Quid, lent to him irresponsibly. He says that the loans were not affordable and that Quick Quid didn’t carry out proper checks on his income and expenditure. Mr D adds that he was stuck in a ‘debt cycle’ with multiple l... (5 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-5830320
19 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5830320 The complaint Miss S says National Westminster Bank Public Limited Company (“NatWest”) refuses to refund her for transactions she says shouldn’t have been debited from her account. What happened Miss S has not been very clear about what happened, but from what I understand, ... (3 pages)View decision -
Decision Reference DRN-5906955
6 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5906955 The complaint Mr N complains TSB Bank plc has recorded his personal details with Cifas – a fraud prevention database - and won’t remove them. What happened On 4 December 2024, Mr N received a payment of £731 into his TSB account. The money was spent over the next two days. ... (3 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-4619223
21 Feb 2024 Commsave Credit Union Limited Not upheldConsumer CreditDRN-4619223 The complaint Miss C complains that Commsave Credit Union Limited (“Commsave”) ought not to have lent to her on two occasions as the lending was both unaffordable and irresponsible. What happened In February 2021 Miss C applied to Commsave for a loan. She borrowed £500 over a t... (4 pages)View decision -
Decision Reference DRN-5530999
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5530999 The complaint Ms M complains that Bank of Scotland plc did not properly protect her when she made a large number of card payments to a gambling website. The bank trades in this case under its Halifax brand. What happened Between October 2023 and January 2024 Ms M made 199 ca... (2 pages)View decision -
Decision Reference DRN-5956791
27 Nov 2025 Lendable Ltd Not upheldConsumer CreditDRN-5956791 The complaint Mr D complains that Lendable Ltd (“Lendable”) irresponsibly lent to him. What happened In September 2021 Mr D took out a loan with Lendable for £5,000. It was due to be repaid over 60 months, with a monthly repayment amount of £144.82. Mr D complained to Lend... (3 pages)View decision