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 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 -
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 DRN6439384
1 Mar 2017 Express Finance (Bromley) Limited UpheldBanking and creditMiss F complains that Express Finance (Bromley) Limited trading as Payday Express (“Payday Express”) gave her unaffordable loans. She wants a refund of all interest and fees paid, plus interest, the loans removed from her credit records, and any money due from her wr... (4 pages)View decision -
Decision Reference DRN1474122
9 Jan 2019 DJS (UK) Limited Not upheldBanking and creditMr H complains that DJS (UK) Limited (trading as Piggybank) was irresponsible to lend to him. He wants Piggybank to refund remove the negative entries from his credit file, pay him compensation and write off the outstanding debt. backgroundMr H took out four loans ... (3 pages)View decision -
Decision Reference DRN-4319473
2 Nov 2023 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-4319473 The complaint Mr F complains that Marks & Spencer Financial Services Plc (“M&S”), trading as M&S Bank, irresponsibly granted him a personal loan agreement he couldn’t afford to repay. What happened In February 2020, Mr F took out a personal loan with M&S, to be ... (3 pages)View decision -
Decision Reference DRN-4095102
24 Apr 2023 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4095102 The complaint Mr C complains that Tesco Personal Finance PLC trading as Tesco Bank (‘Tesco Bank’) irresponsibly gave him a credit card that he couldn’t afford. What happened In January 2011 Mr C applied for a credit card with Tesco Bank. He was given an initial credit limit of ... (3 pages)View decision -
Decision Reference DRN4189279
19 Oct 2017 Capital One (Europe) plc Not upheldBanking and creditMr A complains that Capital One (Europe) plc won’t refund to him the money that he paid for some trading contracts. His complaint is made against Capital One under section 75 of the Consumer Credit Act 1974 and the chargeback rules. backgroundMr A used his Capital One... (2 pages)View decision -
Decision Reference DRN-5738080
27 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5738080 The complaint Mr E complains that Monzo Bank Ltd (Monzo) acted irresponsibly when they agreed to him having a revolving credit facility and subsequent credit limit increase. What happened In March 2022 Mr E applied for a Flex account with Monzo. His application was successfu... (4 pages)View decision -
Decision Reference DRN-3841017
5 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3841017 The complaint Mr S complains that NewDay Ltd trading as Marbles (“NewDay”) was irresponsible when it increased his credit limit. What happened NewDay opened a credit card account for Mr S in April 2020 with a credit limit of £450. This type of credit was an open-ended or runnin... (4 pages)View decision -
Decision Reference DRN-2315590
11 Nov 2020 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2315590 The complaint Mr H complains that Vanquis Bank Limited increased its lending to him on his credit card account, even though he had no job and a gambling addiction. What happened Mr H took out a credit card account with Vanquis in 2011. He said Vanquis repeatedly raised his cred... (4 pages)View decision