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 4727 results
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Decision Reference DRN-1374090
10 May 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1374090 The complaintMr and Mrs B complain that HSBC UK Bank Plc failed to stop or question payments to gambling companies. What happenedMr B says he works abroad and discovered Mrs B had spent about £400,000 on gambling transactions. He says HSBC failed to tell him about the spending ... (2 pages)View decision -
Decision Reference DRN-2777777
15 May 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2777777 The complaint Miss M complains that Capital One (Europe) plc irresponsibly allowed her to open a credit card account. What happened Miss M she opened the Capital One account in March 2019 and at the time had a number of loans. She says she had a gambling problem and if Capital ... (2 pages)View decision -
Decision Reference DRN6427263
27 Nov 2013 Lloyds Bank PLC Not upheldBanking and creditMrs K is unhappy about disputed transactions on her credit card. Lloyds Bank PLC (previously Lloyds TSB Bank PLC) refunded some but not all of the disputed cash withdrawals.background Mrs K disputed three gambling transactions totalling £500 and cash machine withdrawals totalling £1,840 ... (2 pages)View decision -
Decision Reference DRN7334431
7 Nov 2016 Bank of Scotland Plc Not upheldBanking and creditMr E complains that Bank of Scotland plc (trading as Halifax) will not refund payments he says he did not make from his account.backgroundAn online account was set up with a gambling company in Mr E’s name. Payments of £37,030 were made to the company using his ban... (2 pages)View decision -
Decision Reference DRN5304241
20 Apr 2020 Bank of Scotland Plc Not upheldBanking and creditMr M has complained that Bank of Scotland Plc (trading as Halifax) won’t refund transactions he says he didn’t make or otherwise authorise.what happenedIn June 2018, Mr M opened an account with Halifax, but didn’t use it.In January 2019, Mr M received batches of cash payments into his acco... (3 pages)View decision -
Decision Reference DRN-2461271
23 Jul 2021 Advancis Limited UpheldConsumer CreditDRN-2461271 The complaint Miss F complains about two loans from Advancis Limited, trading as Buddy Loans, (“BL”), which she says were unaffordable. What happened Miss F was given two loans by BL from August 2016 to March 2017. Loan 1 was repaid from the proceeds of Loan 2. From the most re... (6 pages)View decision -
Decision Reference DRN-4857337
1 Jul 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4857337 The complaint Miss J complains that Nationwide Building Society was irresponsible when it offered her two credit card accounts. What happened Nationwide opened a credit card account for Miss J on 14 February 2019 with a credit limit of £750. It increased her credit limit to £1,... (5 pages)View decision -
Decision Reference DRN2975515
6 Jun 2017 Casheuronet UK LLC UpheldBanking and creditMr V has complained CashEuroNet UK LLC (trading as QuickQuid) lent him money when it shouldn’t have.backgroundQuickQuid agreed 26 short-term loans for Mr V between August 2011 and June 2016. These loans were frequently increased (“topped up”) during their terms, meaning ... (7 pages)View decision -
Decision Reference DRN3798512
18 Apr 2019 Retail Money Market Ltd Not upheldBanking and creditMr P complains that Retail Money Market Ltd (trading as RateSetter) did not carry out adequate affordability checks before lending to him and provided him with money he couldn’t afford to repay. He also complains that a large arrangement fee was added to the loan.bac... (4 pages)View decision -
Decision Reference DRN-3576016
4 Nov 2022 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3576016 The complaint Mr B complains about Moneybarn No.1 Limited trading as Moneybarn’s (“Moneybarn”) decision to lend him. What happened Mr B entered into a conditional sale agreement with Moneybarn in June 2019 to acquire a used car. The car cost £7,125 and under the agreement, Mr B... (4 pages)View decision
