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 DRN6011357
26 Sep 2013 National Westminster Bank Plc Not upheldBanking and creditMr G says National Westminster Bank Plc is wrong to hold him responsible for transactions with a betting company debited to his account. backgroundThe transactions were made via the account Mr G had set up with the betting company, which he had previously used for undisputed transactions.... (2 pages)View decision -
Decision Reference DRN-4542285
23 Feb 2024 Gain Credit LLC UpheldConsumer CreditDRN-4542285 The complaint Mr M complains through a representative that Gain Credit LLC trading as Lending Stream (“Lending Stream”) allowed him to take out loans which he couldn’t afford to repay. What happened A summary of Mr M’s borrowing can be found in the table below. loan number loan... (7 pages)View decision -
Decision Reference DRN2984314
5 Sep 2018 PDL Finance Limited Not upheldBanking and creditMr W complains that PDL Finance Limited, trading as Mr Lender, was irresponsible to give him loans at a time when his debts were mounting up due to a gambling addiction.backgroundMr W borrowed three times from Mr Lender between February 2014 and November 2016, as fol... (2 pages)View decision -
Decision Reference DRN-2853427
8 Jun 2021 PDL Finance Limited Not upheldConsumer CreditDRN-2853427 The complaint Mr L complains that PDL Finance Limited, trading as Mr Lender, lent to him irresponsibly. What happened Using information provided by PDL and Mr L, here is a brief table showing the approved loans. It has been amended since my last provisional decision dated 7 May... (6 pages)View decision -
Decision Reference DRN-3410242
1 Apr 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3410242 The complaint Mr W complains Nationwide Building Society acted unfairly when it defaulted his accounts. What happened Mr W had two current accounts with Nationwide – a Flex account and a FlexDirect account. He says he’d been the victim of various phishing scams and there were t... (9 pages)View decision -
Decision Reference DRN-5553646
12 May 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5553646 The complaint Mr G complains that Tesco Personal Finance Limited trading as Tesco Bank lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set ou... (3 pages)View decision -
Decision Reference DRN-5283115
21 Feb 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5283115 The complaint Mr N says Starling Bank Limited (“Starling”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr N has disp... (2 pages)View decision -
Decision Reference DRN9363696
22 May 2017 IG Index Limited Not upheldInvestment and pensionsMr F’s complaint is about the administration of his spread betting account with IG Index Limited. IG closed three positions he held in GBP/USD. Mr F is unhappy IG closed his positions causing a large loss. Mr F thinks he had guaranteed stop loss orders which should ... (2 pages)View decision -
Decision Reference DRN-4415133
25 Oct 2023 PayPal (Europe) Sarl et Cie SCA Not upheldBanking and PaymentsDRN-4415133 The complaint Mr T complains about his account with PayPal (Europe) Sarl et Cie SCA (“PayPal”). What happened Mr T made 14 payments of £500 over a four-hour period from his bank account to a betting company, via his PayPal account. After losing the money, Mr T didn’t have the f... (3 pages)View decision -
Decision Reference DRN-4301465
4 Dec 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4301465 The complaint Mr F complains about how Clydesdale Bank Plc trading as Virgin Money dealt with his account following a security block. What happened Mr F says he tried to use his account card in March 2023 for a gambling transaction, but the transaction was declined. He says he ... (3 pages)View decision
