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 4703 results
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Decision Reference DRN-3920224
10 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3920224 The complaint Mr F complains NewDay Ltd trading as Aqua have refused to refund some transactions made on his credit card. What happened Mr F reported some transactions to NewDay he didn’t recognise as having made himself. The transactions, including foreign transaction fees, to... (2 pages)View decision -
Decision Reference DRN-4213776
29 Nov 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4213776 The complaint Mr R complains about Revolut Ltd. He says that Revolut should have stopped payments he made to a gambling website based in Sierra Leone and that Revolut should have used the chargeback facility to retrieve the funds after he was offered a refund as he wasn’t able ... (3 pages)View decision -
Decision Reference DRN-4491839
8 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4491839 The complaint Mr M says NewDay Ltd, trading as BIP, incorrectly allowed gambling-related transactions to be made on his credit card account. He says NewDay’s actions caused him avoidable financial loss. What happened In February 2023, Mr M told NewDay he had a gambling addictio... (2 pages)View decision -
Decision Reference DRN-3092848
13 Jan 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3092848 The complaint Mr J complains about Monzo Bank Ltd and their failure to set his account’s withdrawal limit back to the agreed amount after he’d requested a one-off limit increase. What happened Mr J held an account with Monzo. In February 2020, Mr J asked Monzo to set his daily ... (3 pages)View decision -
Decision Reference DRN7367722
9 Mar 2020 Nationwide Building Society Not upheldBanking and creditMr M has complained Nationwide Building Society won’t refund him for gambling transactions he disputes were made by him. backgroundMr M had held an account with Nationwide since February 2018. In August 2018 after his sister’s car was stolen, he reported his debit card and phone missing to... (3 pages)View decision -
Decision Reference DRN-5181788
20 Dec 2024 First Response Finance Ltd UpheldConsumer CreditDRN-5181788 The complaint Mr W complains First Response Finance Ltd (First Response) irresponsibly entered into a hire purchase agreement with him because it didn’t carry out reasonable and proportionate checks to ensure the agreement was affordable for him. What happened Mr W took out ... (6 pages)View decision -
Decision Reference DRN-4541542
16 Jan 2024 Nationwide Building Society UpheldConsumer CreditDRN-4541542 The complaint Mr S and Ms S complain that Nationwide Building Society was irresponsible to lend to them. What happened Mr S and Ms S were approved for the following loan from Nationwide in March 2021: Loan Date Amount Term Repayment Due 1 4 Mar 2021 £10,000 84m £180.46 4 Mar 20... (3 pages)View decision -
Decision Reference DRN-3836852
5 Jan 2023 Fintern Ltd Not upheldConsumer CreditDRN-3836852 The complaint Mr B is unhappy with the service he received from Fintern Ltd surrounding their rejection of his loan application, including that they implied that he had a gambling addiction. What happened Mr B applied to Fintern for a personal loan, but his application was reje... (2 pages)View decision -
Decision Reference DRN-4347376
2 Oct 2023 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4347376 The complaint Ms D complained because The Co-operative Bank plc refused to refund her for gambling transactions which she said she didn’t authorise. What happened In July 2023, Ms D contacted the Co-op. She said there had been gambling transactions on her account which she hadn... (2 pages)View decision -
Decision Reference DRN-3776602
17 Nov 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3776602 The complaint Mr J complains that Nationwide Building Society has held him responsible for disputed transactions and registered a fraud prevention marker against him. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat th... (4 pages)View decision
