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
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Decision Reference DRN-3364744
31 Mar 2022 Halifax Share Dealing Limited UpheldInvestmentsDRN-3364744 The complaint Mr H is unhappy Halifax Share Dealing Limited (“HSDL”) failed to safeguard him from a gambling addiction after it lifted the restrictions from his ISA account. What happened Mr H had a share dealing ISA with HSDL. He contacted HSDL in June 2020 and told it he had ... (6 pages)View decision -
Decision Reference DRN-4188510
23 Nov 2023 Western Circle Ltd Not upheldConsumer CreditDRN-4188510 The complaint Mr B has complained that Western Circle Ltd trading as Cashfloat (“Cashfloat”) didn’t carry out appropriate due diligence before it lent to him. Mr B says that if Cashfloat had carried out further checks, it would’ve seen evidence of Mr B’s gambling. What happene... (3 pages)View decision -
Decision Reference DRN7750029
11 Jan 2018 Lending Stream Llc UpheldBanking and creditMr O complains that Lending Stream LLC gave him loans that he couldn’t afford to repay. He asks that it refunds interest and charges.backgroundMr O took out seven instalment loans between March 2015 and May 2016. He says he was borrowing money to fund a gambling addiction... (4 pages)View decision -
Decision Reference DRN-1820046
19 May 2020 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-1820046 ComplaintMr J complains that Barclays Bank UK PLC acted irresponsibly when it increased his arranged overdraft several times even though it knew or ought to have known that he couldn’t afford it. BackgroundMr J had an arranged overdraft with Barclays. Mr J requested and was gra... (5 pages)View decision -
Decision Reference DRN-3464740
21 Dec 2022 Sporting Index Limited Not upheldInvestmentsDRN-3464740 The complaint Mr M complains that Sporting Index Ltd should not have reopened his account for him to make sporting spread bets and failed to manage his account properly once it was reopened. What happened Mr M opened a sports spread betting account with Sporting Index in 2001 w... (4 pages)View decision -
Decision Reference DRN-3309268
11 Feb 2022 Bamboo Limited UpheldConsumer CreditDRN-3309268 The complaint Mr H has complained that Bamboo Limited (“Bamboo”) provided him with three unaffordable loans. What happened Bamboo provided Mr H with three loans. The details are provided below: Loan Date Capital Amount Term in months Monthly repayment 1 05/10/2015 £1000.00 12 £... (4 pages)View decision -
Decision Reference DRN-5833780
23 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5833780 The complaint Mr L complains Clydesdale Bank Plc trading as Virgin Money (“Virgin”) failed to identify and take any action when he began spending compulsively. He believes he has suffered financial and emotional harm as a result. Notes: Whilst Mr L has brought this complai... (2 pages)View decision -
Decision Reference DRN1982344
7 Oct 2015 Nationwide Building Society Not upheldBanking and creditMr K, on behalf of his son, says Nationwide Building Society approved three loans totalling £16,000 in less than two months. He says this can’t be responsible lending (the money has all been spent on gambling). He wants Nationwide to accept some responsibility by w... (2 pages)View decision -
Decision Reference DRN-2943460
27 Jul 2021 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2943460 The complaint Mr S complains of irresponsible credit increases to his account by Vanquis Bank Limited (Vanquis). He would like all charges applied to his account since 2014 refunded. And any negative information on his credit file amended What happened Mr S says he took out a ... (4 pages)View decision -
Decision Reference DRN-3135543
18 Jan 2022 Oakbrook Finance Limited Not upheldConsumer CreditDRN-3135543 The complaint Mr D complains that the loans he had from Oakbrook Finance Limited (trading as Likely Loans) were unaffordable for him and that it was irresponsible for it to have approved the lending. What happened Mr D had two loans from Likely Loans in May 2017 and December 20... (4 pages)View decision