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 4717 results
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Decision Reference DRN-2392507
13 Jan 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2392507 The complaint Miss M has complained that Santander UK Plc won’t refund transactions, which she says she didn’t authorise. What happened Miss M opened an account with an online gambling merchant in January 2018. She later registered with GAMSTOP to have herself excluded from gam... (4 pages)View decision -
Decision Reference DRN-3758096
17 Oct 2022 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-3758096 The complaint Mr F complains that Bank of Ireland (UK) Plc trading as Post Office Financial Services irresponsibly gave him a loan that he couldn’t afford. For simplicity, I will refer to the business throughout as ‘Bank of Ireland’. What happened In December 2020, Mr F applied... (3 pages)View decision -
Decision Reference DRN-5359581
3 Mar 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5359581 The complaint Mr P complains that Tesco Personal Finance PLC trading as Tesco Bank lent to him irresponsibly. What happened On 25 February 2014, Mr P applied for – and was granted – a loan for £11,000 from Tesco. It was to be repaid in 60 monthly instalments of £235.63. The ... (3 pages)View decision -
Decision Reference DRN-2303365
25 Nov 2020 Plus500UK Ltd Not upheldInvestmentsDRN-2303365 The complaint Mr I says Plus500UK Ltd (‘Plus500’) did as follows: Allowed him to trade Options in his account without informing him that it was “completely different to regular trading” with “entirely different set of problems and risks”. A number of his Options trades resulte... (3 pages)View decision -
Decision Reference DRN9220687
11 Mar 2018 Gain Credit LLC UpheldBanking and creditMr S complains that Gain Credit LLC (trading as Lending Stream) gave him loans that he couldn’t afford to repay. He asks that it refunds interest and charges and removes information about the loans from his credit file.background Mr S took out nine loans between August... (3 pages)View decision -
Decision Reference DRN-2301430
23 Nov 2020 Greenlight Credit Ltd UpheldConsumer CreditDRN-2301430 The complaint Miss K complains that Greenlight Credit Ltd (trading as Varooma) lent to her in an irresponsible manner. What happened I issued a provisional decision relating to this complaint in August 2020. In that decision I explained why I thought most of Miss K's compl... (3 pages)View decision -
Decision Reference DRN-4867534
17 Jul 2024 Madison CF UK Limited Not upheldBanking and PaymentsDRN-4867534 The complaint Mr G complains that Madison CF UK Limited (trading as 118 118 Money) lent irresponsibly. What happened 118 118 Money approved Mr G for a credit card with a £1,200 limit on 3 July 2021. Mr G says 118 118 Money didn’t carry out proper affordability checks befor... (3 pages)View decision -
Decision Reference DRN7112842
10 Apr 2017 National Westminster Bank Plc Not upheldBanking and creditMr I complains that National Westminster Bank Plc (NatWest) irresponsibly lent money to him in October 2015.background Mr I took out a NatWest loan online for £1500 on 15 October 2015. He then took out a further loan for £1000 on 19 October 2015. He says at the time... (2 pages)View decision -
Decision Reference DRN-3427621
16 May 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3427621 The complaint Mr P complains that Lloyds Bank PLC irresponsibly increased his overdraft facility to unaffordable levels. What happened Mr P says Lloyds increased his overdraft facility to over £2,000 in a short time period. He says he had complex mental health issues which resu... (2 pages)View decision -
Decision Reference DRN5219678
7 Nov 2017 Capital One (Europe) plc Not upheldBanking and creditMr N complains that Capital One (Europe) plc acted irresponsibly in increasing the credit limit on his account.backgroundMr N held a credit card account with Capital One. He says that Capital One acted irresponsibly when it increased the credit limit on the card in 201... (2 pages)View decision
