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-4925204
30 Oct 2024 Metro Bank PLC UpheldConsumer CreditDRN-4925204 The complaint Mr D complains that Metro Bank PLC, trading as RateSetter, failed to carry out appropriate affordability checks and failed to stress test his ability to repay, when he applied for two loans. What happened The details of this complaint have been set out by the i... (4 pages)View decision -
Decision Reference DRN2890702
30 Sep 2014 National Westminster Bank Plc UpheldBanking and creditMr U complains about a number of transactions, mostly to gambling companies, of a significantly high total value, which he denies making himself or authorising but which National Westminster Bank Plc has held him responsible for. backgroundNatWest raised chargeback claims for the trans... (3 pages)View decision -
Decision Reference DRN-2683261
18 Mar 2021 Step One Finance Limited UpheldMortgagesDRN-2683261 The complaint Mr S complains that the consolidation loan he took out with Step One Finance Limited was unaffordable. He asks that fees and interest are refunded, with interest. What happened Mr S took out a loan with Step One in late 2015 for about £42,500. The loan was secured... (4 pages)View decision -
Decision Reference DRN8766803
15 May 2017 Zopa Limited Not upheldBanking and creditMr B complains that Zopa Limited (Zopa) was irresponsible when it lent him money in July and September 2016. Mr B is represented in this complaint by Ms C.backgroundIn mid July 2016, Mr B applied for a loan from Zopa for just over £2,000 to be repaid over two ... (4 pages)View decision -
Decision Reference DRN-6238521
24 Mar 2026 Santander UK Plc Not upheldConsumer CreditDRN-6238521 The complaint Mr V complains that Santander UK Plc (Santander) lent to him irresponsibly by granting him a loan when he was already in financial difficulties and gambling. What happened Mr V applied for the following loan which was granted by Santander as shown below: Date... (3 pages)View decision -
Decision Reference DRN9140278
9 Dec 2020 Barclays Bank UK PLC Not upheldBanking and creditMs B has complained Barclays Bank UK PLC won’t refund her for gambling transactions on her current account which she didn’t make. background In November 2017 Ms B complained to Barclays that there were a large number of gambling transactions on her account she didn’t make. These amounted t... (3 pages)View decision -
Decision Reference DRN-5665313
15 Oct 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5665313 The complaint Mr T complains that Metro Bank PLC trading as RateSetter was irresponsible in its lending to him. He wants to be refunded all interest and charges on the loan and for RateSetter to review and reform its lending practices. What happened Mr T was provided with a ... (3 pages)View decision -
Decision Reference DRN-3346802
18 May 2022 Advantage Finance Ltd Not upheldConsumer CreditDRN-3346802 The complaint Mr C complains that Advantage Finance Ltd irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In November 2016, Mr C acquired a used car financed by a hire purchase agreement from Advantage Finance. Mr C made a £100 advan... (2 pages)View decision -
Decision Reference DRN-4719103
28 Jun 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4719103 The complaint Miss W complains Revolut Ltd (“Revolut”) refused to refund her for transactions on her account she says she didn’t authorise. She is also unhappy Revolut closed her account. What happened Miss W disputes several transactions from her account from 16 June 2023 to 1... (2 pages)View decision -
Decision Reference DRN1378560
20 Feb 2014 HSBC Bank plc Not upheldBanking and creditMr G complains that HSBC Bank Plc should have realised that he had a problem with gambling in the form of compulsive share trading, and should have taken more decisive steps to restrict his account. He also complains that HSBC unreasonably used his salary payment to offset his debt, le... (3 pages)View decision