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-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-4851412
13 Jun 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4851412 The complaint Mr Y complains that Moneybarn No. 1 Limited (Moneybarn) irresponsibly entered into a conditional sale agreement with him. What happened In May 2018 Moneybarn provided Mr Y with finance to purchase a used car. The car cost £7,300 and Mr Y paid a deposit of £300. He... (3 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-4339807
12 Sep 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4339807 The complaint Miss E complains that HSBC UK Bank Plc (“HSBC”) failed to refund transactions from her account that she didn’t recognise. What happened Miss E reported numerous unusual transactions from her account and initially believed it was someone who she knew who was respon... (4 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-5170528
26 Nov 2024 Equifinance Limited UpheldMortgagesDRN-5170528 The complaint Mr H says that a secured (second charge) loan he took out in 2017 with Equifinance Limited was unaffordable and irresponsibly lent. What happened Mr H applied for this loan in November 2017 through an independent mortgage broker. The offer issued on 1 December ... (11 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 -
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-3053398
27 Sep 2021 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3053398 The complaint Mr M has complained that Bank of Scotland plc (trading as Halifax) irresponsibly increased his overdraft limit. He says that Halifax ought to have realised that he had a gambling problem, and that he would therefore struggle to repay the overdraft. What happened M... (2 pages)View decision -
Decision Reference DRN-5248380
3 Feb 2025 Plata Finance Limited UpheldConsumer CreditDRN-5248380 The complaint Mr S complains that Plata Finance Limited, lent to him irresponsibly and without carrying out proper affordability checks. What happened In June 2024 Plata approved a loan of £7,500 for Mr S, which was scheduled to be repaid at just over £225 per month over a t... (4 pages)View decision