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
-
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-5534590
22 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5534590 The complaint Mr C has complained that Bank of Scotland plc trading as Halifax won’t refund money he says he lost to a scam. What happened Mr C says he received a text message informing him that he was due a reward in relation to cryptocurrency and a link to the platform wa... (3 pages)View decision -
Decision Reference DRN-5743230
10 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5743230 The complaint Mrs A believes that Bank of Scotland plc trading as Halifax should not have accepted her application for a mortgage with it – that it was irresponsibly lent due to her circumstances. What happened In the summer of 2023 Mrs A owned her home outright. She took ad... (3 pages)View decision -
Decision Reference DRN-2856553
16 Jun 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-2856553 The complaint Mr S has complained that Lloyds Bank PLC (“Lloyds”) acted irresponsibly by approving him for two overdrafts with a limit of £4,000 each without carrying out proper checks. What happened Mr S held a bank account with Lloyds. On 2 February 2018 Mr S applied on-line ... (3 pages)View decision -
Decision Reference DRN-5203464
27 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5203464 The complaint Miss W complains Bank of Scotland plc failed to provide her with appropriate support and intervene when she spent excessive amounts on gambling. What happened Miss W held a BoS account, and in 2012 Miss W was granted an overdraft on the account. This was for £... (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-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 DRN-5222208
14 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5222208 The complaint Mr M complained because Santander UK Plc refused to refund him for transactions he said he hadn’t authorised. What happened On 1 November 2024, Mr M rang Santander. There were three transactions on his current account to a gambling firm, totalling £800. Mr M ... (4 pages)View decision -
Decision Reference DRN6650736
9 Jul 2013 Nationwide Building Society Not upheldBanking and creditsummary of complaintMr B complains that Nationwide Building Society is holding him liable for disputed transactions which occurred using his debit card. background The following activity is relevant to this complaint: On 15 February an online gambling account was set up using... (2 pages)View decision -
Decision Reference DRN7368923
17 May 2013 National Westminster Bank Plc Not upheldBanking and creditMiss K says she did not make or authorise certain transactions totalling more than £7,000 to an online gambling site in late December 2010. background National Westminster Bank plc did not accept Miss K’s argument but it did agree it had not dealt well with her complaint and paid her £... (1 page)View decision