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 5478 results
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Decision Reference DRN1337397
18 Oct 2019 HSBC UK Bank Plc UpheldBanking and creditMiss M complains that HSBC UK Bank Plc (“HSBC”) won’t refund disputed transactions thatdebited her current account.backgroundI issued a provisional decision in September 2019 to explain why I thought Miss M’s complaint shouldn’t be upheld. And I said I’d consider anything else anyone wante... (4 pages)View decision -
Decision Reference DRN-3519463
15 Jul 2022 Zopa Bank Limited Not upheldBanking and PaymentsDRN-3519463 Complaint Mrs D is unhappy that Zopa Bank Limited won’t refund payments she made to a gambling website which she says was operating unlawfully. Background Mrs D has a card with Zopa. She made several payments using her card to an online casino. Before she set up an account with... (2 pages)View decision -
Decision Reference DRN-2269327
16 Nov 2020 Western Circle Ltd Not upheldConsumer CreditDRN-2269327 The complaint Mr T complains about three loans he took out with Western Circle Limited, trading as Cashfloat, (“WCL”), which he said were unaffordable. What happened Mr T took out three short term loans with WCL between May 2019 and December 2019. Loan 1 was repayable by three ... (4 pages)View decision -
Decision Reference DRN-5999291
28 Jan 2026 Loans 2 Go Limited UpheldConsumer CreditDRN-5999291 The complaint Mr F says Loans 2 Go Limited irresponsibly lent to him. What happened Mr F took out a loan for £1,000 over 18 months in September 2024 from Loans 2 Go. The monthly repayments were £195.56 and the total repayable was £3,074.52. Mr F says he had no disposable inc... (3 pages)View decision -
Decision Reference DRN9971409
28 Jan 2016 Santander UK Plc UpheldBanking and creditMrs M complains that Santander UK Plc is holding her responsible for borrowing she says she knew nothing about.backgroundMrs M says that her ex-partner, who she had met online, made an application for a credit card in her name. He then used this for gambling without he... (2 pages)View decision -
Decision Reference DRN-1592744
14 May 2020 Apfin Ltd Not upheldConsumer CreditDRN-1592744 The complaintMr M complains that APFIN LTD (trading as cashasap.co.uk) “Cashasap” was irresponsible in its lending to him. What happenedThis complaint is about the instalment loan Cashasap provided to Mr M in January 2018. The loan was for £250 repayable over three monthly inst... (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 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 DRN-5810460
17 Dec 2025 Savvy Loan Products Limited Not upheldConsumer CreditDRN-5810460 The complaint Mr K complains that Savvy Loan Products Limited trading as Tick Tock Loans (“Savvy”) lent to him irresponsibly and when he had a gambling habit. What happened Here is a brief table of the lending. Loan Approved Amount Terms (rounded) 1 24 August 2024 £400£131 x... (2 pages)View decision -
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