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 5830 results
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Decision Reference DRN4786951
9 Mar 2016 Contis Financial Services Limited Not upheldBanking and creditMr B complains that Contis Financial Services Limited will not refund disputed debit card payments on his account.backgroundMr B took an Engage account and debit card, issued by Contis. The disputed transactions were made to an online gambling website. Mr B says he did ... (2 pages)View decision -
Decision Reference DRN2027576
12 Apr 2016 Skrill Limited Not upheldBanking and creditMr H holds an electronic money account with Skrill Limited which he uses for online gaming. Mr H wants Skrill to reverse payments made to online gaming sites which he says operated illegally.backgroundMr H complained to Skrill after he discovered one gaming site used ... (2 pages)View decision -
Decision Reference DRN-3908665
1 Feb 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3908665 The complaint Mr B says that Lloyds Bank PLC (“Lloyds”) acted irresponsibly by providing him with an overdraft facility and allowing him to increase his overdraft limit. Mr B says he had a gambling problem and that Lloyds were aware of his vulnerabilities and didn’t take releva... (4 pages)View decision -
Decision Reference DRN-4299215
15 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4299215 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) won’t refund transactions on his current account that he didn’t make or otherwise authorise. What happened At the start of January 2023, Mr S contacted Monzo and disputed all the transactions to a gambling site which we... (3 pages)View decision -
Decision Reference DRN-2271669
25 Nov 2020 Loans 2 Go Limited UpheldConsumer CreditDRN-2271669 The complaint Mr K complains that Loans 2 Go Limited lent to him in an irresponsible manner. What happened Mr K was given a single loan by Loans 2 Go. He borrowed £2,000 in September 2014 and agreed to repay the loan in weekly instalments over the following 18 months. The loan ... (3 pages)View decision -
Decision Reference DRN6240447
22 Mar 2018 HSBC Bank plc Not upheldBanking and creditMr and Mrs J are unhappy HSBC Bank Plc allowed them to exceed their overdraft facility and incur additional charges.backgroundMr and Mrs J were long-standing customers of HSBC. Mr J says HSBC allowed the account to exceed the agreed overdraft on a number of occasions... (2 pages)View decision -
Decision Reference DRN-4596073
1 Feb 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4596073 The complaint Mr S is complaining about Startline Motor Finance Limited’s decision to lend to him – he says the loan was unaffordable. His complaint was brought to our service by a representative but for ease I’ve written as if we’ve dealt directly with him. What happened In Ju... (4 pages)View decision -
Decision Reference DRN9127287
11 Jul 2016 Barclays Bank Plc Not upheldBanking and creditMr W complains about three loans taken out with Barclays Bank Plc. He believes insufficient checks were carried out when he applied for the loans and had appropriate checks been completed, they wouldn’t have been agreed. Mr W is represented in his complaint by his fat... (3 pages)View decision -
Decision Reference DRN-5501889
1 May 2025 First Response Finance Ltd Not upheldConsumer CreditDRN-5501889 The complaint Mr S, who is represented by a third party, complains that First Response Finance Limited (“First Response”) irresponsibly agreed to give him finance he says he couldn’t afford to repay. What happened In March 2018, Mr S acquired a used car financed by a fixed ... (3 pages)View decision -
Decision Reference DRN3711504
22 Oct 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr C complains about The Royal Bank of Scotland Plc, trading as NatWest (“NatWest”). He says that the business lent to him irresponsibly in two personal loans and an overdraft in 2014. He wants NatWest to refund the charges and interest he paid, and for statutory inter... (3 pages)View decision