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-5469113
12 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5469113 The complaint Mr L, a sole trader, complains that HSBC UK Bank Plc should not have allowed him to have an arranged overdraft – and that it should not have allowed that overdraft to increase. What happened HSBC initially agreed an overdraft of £8,000 for Mr L on 21 August 20... (4 pages)View decision -
Decision Reference DRN-3457957
16 Jun 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3457957 The complaint Mr F complains that Nationwide Building Society won’t refund disputed payments made from his current account. What happened Mr F says that between 14 and 27 January 2021 fraudulent transactions totalling £4455 were made from his current account to online gambling ... (3 pages)View decision -
Decision Reference DRN2324509
25 Jul 2018 1plus1 Loans Limited Not upheldBanking and creditMr C complains about the service that he’s received from 1Plus1 Loans Limited in connection with his loan. In particular, he complains that he couldn’t make early payments online, he was spoken to rudely, it didn’t make proper checks before lending to him and his g... (3 pages)View decision -
Decision Reference DRN-3105398
6 Jan 2022 TFS Loans Limited UpheldConsumer CreditDRN-3105398 The complaint Mr N’s complained that TFS Loans Limited, trading as TFS Loans (“TFS”) were irresponsible in lending him money, because they didn’t take into account other debts or his gambling. What happened Mr N borrowed £5,000 from TFS in April 2019. Towards the end of that ye... (3 pages)View decision -
Decision Reference DRN2800769
30 Sep 2014 MBNA Limited Not upheldBanking and creditMs A and Mr B complain that MBNA Limited has not refunded a number of credit card transactions that they say they did not make or authorise.backgroundMs A complained to MBNA that she did not recognise 11 payments made from her credit card account between February and March 2013, totalling... (3 pages)View decision -
Decision Reference DRN-5587918
17 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5587918 The complaint Mr F complains that Starling Bank Limited won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In early 2024, Mr F says he was gambling using an online casino. He says he was sending money to a cryptocurrency exchang... (3 pages)View decision -
Decision Reference DRN-3955763
28 Feb 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3955763 The complaint Mr D says Lloyds Bank PLC (“Lloyds”) acted irresponsibly by allowing him an overdraft and increasing his limit to £5,000 when it ought to have known he had a gambling disorder. What happened Mr D held an account with an overdraft with a limit of £1,050 in June 201... (3 pages)View decision -
Decision Reference DRN-2095068
9 Sep 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2095068The complaintMr M complains that NewDay Ltd trading as Aqua (NewDay) acted irresponsibly when they increased the limit on his credit card on several occasions. What happenedMr M held a credit card account with NewDay, and he says that in a period of less than 3years his limit wa... (3 pages)View decision -
Decision Reference DRN6203369
17 Jun 2015 Barclays Bank Plc Not upheldBanking and creditMiss C complains Barclays Bank Plc is holding her liable for transactions totalling £740 that she did not carry out or authorise.backgroundMiss C has an account with Barclays with a debit card.Miss C says she noticed transactions on gambling websites that she did not rec... (1 page)View decision -
Decision Reference DRN2571888
21 Feb 2019 HSBC UK Bank Plc Not upheldBanking and creditMr A complains that HSBC UK Bank Plc mis-sold him a personal loan.backgroundIn January 2018 Mr A went into an HSBC branch to apply for a £10,000 personal loan. Mr A says that when he applied for the loan, he told the agent he wanted it to pay off other debts. Mr... (2 pages)View decision
