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-5409857
2 Sep 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5409857 The complaint Mr C complains that Lloyds Bank PLC (“Lloyds”) irresponsibly lent him a credit card. What happened In April 2024 Mr C applied for a credit card with Lloyds. The application was accepted and he was provided with a credit limit of £2,500. The limit was never inc... (3 pages)View decision -
Decision Reference DRN-4665711
27 Jun 2024 Curve UK Limited Not upheldBanking and PaymentsDRN-4665711 The complaint Mr A complains that Curve UK Limited has irresponsibly allowed him to make payments and that it is now asking him to repay a payment it made to one of his creditors. What happened Mr A has a Curve account and uses its ‘Fronted’ facility. This enables a customer to... (5 pages)View decision -
Decision Reference DRN1857768
30 Jul 2021 Clydesdale Bank Plc Not upheldBanking and creditMr and Mrs W complain that Clydesdale Bank Plc did not help recover the money (and winnings) paid to an online gambling company that turned out to be a scam. As Mrs W had all the dealings with Clydesdale Bank Plc, for ease of reading, I’ll refer to all submissions as having come from Mrs W... (3 pages)View decision -
Decision Reference DRN6307167
26 Sep 2019 Bamboo Limited Not upheldBanking and creditMr T complains that Bamboo Limited didn’t carry out enough checks before approving his loan application.backgroundIn 2018, Mr T applied to Bamboo for a loan. He applied online and the loan was approved. He had difficulty making some payments on time early on. But overall he managed to keep... (2 pages)View decision -
Decision Reference DRN-3673745
19 Jan 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-3673745 The complaint The estate of Mr C complains that Nationwide Building Society won’t refund payments that had been disputed by him. What happened Mr C had raised a complaint with Nationwide before he passed away. This related to three payments to an online gambling merchant which ... (2 pages)View decision -
Decision Reference DRN-4893015
8 Jul 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4893015 Complaint Mr T has complained that Zopa Bank Limited (“Zopa”) irresponsibly increased the credit limit on his credit card. He is also unhappy that his card wasn’t blocked when he called up and asked for this to happen. Background In March 2021, Zopa provided Mr T with a credit ... (7 pages)View decision -
Decision Reference DRN-5605967
28 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5605967 The complaint Mr R complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it increased the limit on his credit card. What happened Mr R applied for a Virgin Money credit card in January 2020. In his application, Mr R confirmed he was earning £42,... (4 pages)View decision -
Decision Reference DRN6351539
30 Aug 2016 Gain Capital UK Limited UpheldInvestment and pensionsMr J complains about the way Gain Capital UK Limited administered his account. In particular, he complains that: Gain said that it would close all his positions on 10 December, but in fact closed them on 14 December causing him a loss; His second account shouldn’t ... (3 pages)View decision -
Decision Reference DRN-3600243
24 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3600243 The complaint Mr H complains that NewDay Ltd trading as Aqua gave him a credit card when it should have known he wouldn’t be able to repay what he borrowed. What happened Mr H applied for a credit card in December 2018. He told NewDay that he was employed and earning £27,000 a ... (3 pages)View decision -
Decision Reference DRN-3111159
10 Nov 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3111159 Complaint Mrs C is unhappy that National Westminster Bank Plc (“NatWest”) is holding her liable for a series of transactions she says she didn’t authorise. Background Mrs C has an account with NatWest. In August and September 2020, it was used to make a series of payments to a ... (3 pages)View decision
