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 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 DRN2028533
25 Oct 2017 Elevate Credit International Limited UpheldBanking and creditMr H complains that Elevate Credit International Limited (trading as Sunny) gave him instalment loans he couldn’t afford. He wants a refund with interest.backgroundMr H had 20 loans from Sunny between April 2015 and February 2017. He said proper checks would have shown ... (2 pages)View decision -
Decision Reference DRN-3214087
2 Feb 2022 National Westminster Bank Plc Not upheldConsumer CreditDRN-3214087 The complaint Mr M complains that National Westminster Bank Plc (NatWest) irresponsibly allowed him to take out a number of loans which were unaffordable. What happened Mr M says he took out a number of NatWest loans from 2014. He says appropriate checks were not carried out an... (2 pages)View decision -
Decision Reference DRN-4725587
3 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4725587 The complaint Mr O complains Barclays Bank UK PLC (“Barclays”) refuses to refund him for a large number of transactions which he made during he was mentally unstable. Mr O thinks Barclays should’ve blocked the transactions on account of Mr O’s vulnerabilities. Mr O is represent... (3 pages)View decision -
Decision Reference DRN9167478
9 Aug 2019 National Westminster Bank Plc UpheldBanking and creditMr T complains that National Westminster Bank Plc won’t refund £35,000 of payments made from his account to an online gambling website, that he says he didn’t authorise. Mr T also complains that NatWest blocked and closed his account. He says this caused him problems paying bills and affec... (9 pages)View decision -
Decision Reference DRN-3087291
5 Oct 2021 Wirecard Card Solutions Limited UpheldBanking and PaymentsDRN-3087291 The complaint Mr M complains Wirecard Card Solutions Limited blocked his account and haven’t released money held in the account back to him. What happened Mr M had an account which had a card issued by Wirecard and was administered by Pockit. In July 2020, Pockit blocked Mr M’s... (2 pages)View decision -
Decision Reference DRN-5906820
25 Oct 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5906820 The complaint Mr H complains that MBNA Limited acted irresponsibly, failing to complete thorough checks, when providing him with credit in the form of two credit cards and two loans. Mr H is represented in this complaint, but I’ll refer to him as it’s his complaint. What ha... (4 pages)View decision -
Decision Reference DRN-3740410
4 May 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3740410 The complaint Miss K has complained that Santander UK Plc unreasonably refused to refund a series of transactions debited from her account between 17 and 18 December 2021 following the loss or theft of her phone and debit card on 17 December. What happened After Miss K had been... (3 pages)View decision -
Decision Reference DRN3800383
11 Sep 2019 Santander UK Plc UpheldBanking and creditMr D complained that Santander UK Plc acted irresponsibly by lending him £7,000 without doing sufficient checks on his finances. Mr D has brought this complaint to our service with the support of a representative, Mrs D. To keep things simple I’ve referred to him and his representative col... (3 pages)View decision -
Decision Reference DRN-4910130
16 Jul 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-4910130 The complaint Mr D says Monzo Bank Ltd irresponsibly lent to him. What happened Mr D took out two loans from Monzo. The first (loan 1) was taken out on 27 October 2021 and was for £3,000 over 36 months. The monthly repayments were £107.88. The second (loan 2) was taken out o... (4 pages)View decision