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 4598 results
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Decision Reference DRN-5169880
29 Nov 2024 Santander UK Plc UpheldConsumer CreditDRN-5169880 The complaint Mr B has complained that Santander UK Plc acted irresponsibly when it provided him with two personal loans in May 2023 and February 2024. Background Mr B applied for two separate personal loans with Santander in 2023 and 2024. The first loan was for £9,000 and ... (3 pages)View decision -
Decision Reference DRN-3600825
29 Jul 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3600825 The complaint Miss R complained that TSB Bank plc (“TSB”) acted irresponsibly by providing her with an overdraft facility and increasing her overdraft limit. She is also unhappy TSB failed to cancel her debit card and send her a cash card as a replacement. She says this led to ... (3 pages)View decision -
Decision Reference DRN9180790
16 May 2018 National Westminster Bank Plc Not upheldBanking and creditMr G complains that National Westminster Bank Plc (NatWest) didn’t give him adequate and timely options to control spending on his account when he told them about his gambling addiction.backgroundMr G has had a bank account with NatWest for around ten years. Over tha... (2 pages)View decision -
Decision Reference DRN-2218297
17 May 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2218297 The complaint Mr P is unhappy with HSBC UK Bank Plc’s handling of his debit card fraud claim and its refusal to refund him for a series of disputed transactions he says he didn’t make. What happened Mr P contacted HSBC in May 2019 to report a series of gambling transactions ove... (3 pages)View decision -
Decision Reference DRN4436829
26 May 2020 Virgin Money plc UpheldBanking and creditComplaintMiss S is unhappy with Virgin Money plc’s handling of payments to her credit card account, and delays in removing late payment markers on her credit file.BackgroundMiss S had a Virgin Money credit card. She said she paid £600 in July 2018 to clear her account, but the payment wasn... (5 pages)View decision -
Decision Reference DRN4155544
18 Dec 2017 HSBC Bank plc UpheldBanking and creditS, a limited company, complains that HSBC Bank Plc will not refund payments that were not authorised from its account.backgroundThe payments that are disputed were made using the company debit card held by the director. These were to two separate gambling businesses and w... (3 pages)View decision -
Decision Reference DRN9840213
31 May 2017 HSBC Bank plc Not upheldBanking and creditMr H complains that HSBC Bank Plc has not treated him fairly in that it allowed him to continue borrowing, even after he had told it of his gambling addiction. He would like the bank to write off the overdraft he says it wrongly extended to him. background Mr H ha... (2 pages)View decision -
Decision Reference DRN2625075
13 Sep 2013 Lloyds TSB Bank Plc Not upheldBanking and creditMiss B complains that Lloyds TSB Bank Plc has not refunded a number of transactions that she says she did not make or authorise.backgroundMiss B disputes five online payments made on her tablet computer to an account with a gambling website. Miss B says she went to a party where she ... (2 pages)View decision -
Decision Reference DRN1458047
13 Sep 2013 Bank of Scotland Plc Not upheldBanking and creditMiss D complains that Bank of Scotland plc (trading as Halifax) has not refunded a number of transactions that she says she did not make or authorise.backgroundMiss D disputes four online payments made on her tablet computer to an account with a gambling website. Miss D says she went to... (2 pages)View decision -
Decision Reference DRN-1944040
23 Mar 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1944040 The complaint Mr D complains that National Westminster Bank Plc won’t refund payments made from his account to an online gambling firm. He says he didn’t make the payments. What happened The background to this complaint is well-known to both parties, so I’ll only provide a brie... (3 pages)View decision
