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-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-5035937
2 Oct 2024 Bamboo Limited Not upheldConsumer CreditDRN-5035937 Complaint Mr M has complained about a loan Bamboo Limited (“Bamboo”) provided to him. He says that the loan was not affordable given his existing debts and his gambling. Background Bamboo provided Mr M with a loan for £3,000.00 in March 2022. The total amount to be repaid o... (3 pages)View decision -
Decision Reference DRN8167280
19 Dec 2014 National Westminster Bank Plc Not upheldBanking and creditMr V complains that National Westminster Bank Plc has refused to credit the value of transactions to his account that he denies making or otherwise authorising. backgroundOn 11 September 2014, 33 transactions were carried out using Mr V’s card and card details totalling £9,391.85. 11 of... (3 pages)View decision -
Decision Reference DRN-4252409
13 Dec 2023 Evolution Money Limited UpheldMortgagesDRN-4252409 The complaint Mr G complains that Evolution Money Limited (“Evolution”) mis-sold him a secured loan. Mr G has also brought a complaint against the lender about the lending decision and the action it took against him when he was in financial difficulties. I have dealt with that ... (7 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-4773722
22 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4773722 The complaint Mr M complains that Barclays Bank UK PLC won’t refund money as a result of a scam. What happened Between June to July 2023, Mr M used an online casino that I’ll call ‘S’ – he made a number of card payments to use the site that went through several different overse... (3 pages)View decision -
Decision Reference DRN-5070669
16 Oct 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5070669 The complaint Mr R complains that Vanquis Bank Limited irresponsibly agreed credit for him. What happened Vanquis opened a credit card account for Mr R in February 2019 with a £1,000 credit limit. Mr R didn’t meet his repayments and the account was passed to a third party d... (5 pages)View decision -
Decision Reference DRN1046932
20 Feb 2018 Capital One (Europe) plc Not upheldBanking and creditMr D complains that Capital One (Europe) plc (Capital One) wrongly applied charges to his account. He would like the charges refunded, with interest.backgroundMr D says Capital One charged him fees for cash transfers when no physical cash was withdrawn. For example elect... (2 pages)View decision -
Decision Reference DRN4907212
30 Sep 2013 Moneybookers Ltd Not upheldBanking and creditMs L complains that Skrill Limited cancelled a payment she had made through it to her account with an offshore gambling site. She says that, but for the cancelled payment, her bet would have won her €632. backgroundMs L used Moneybookers to make a payment from her bank account to ... (2 pages)View decision -
Decision Reference DRN-5943627
3 Dec 2025 UK Mortgage Lending Ltd UpheldMortgagesDRN-5943627 The complaint Miss S says that a secured (second charge) loan she took out in 2024 with UK Mortgage Lending Ltd trading as Pepper Money was unaffordable and irresponsibly lent. What happened Miss S applied for this loan through an independent mortgage broker. The offer issue... (5 pages)View decision