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 5443 results
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Decision Reference DRN-3011355
24 Aug 2021 NewDay Ltd UpheldBanking and PaymentsDRN-3011355 The complaint Mr B complains that NewDay Ltd trading as Aqua (Aqua) lent to him irresponsibly. What happened Mr B applied for a credit card with Aqua in March 2015 and it was agreed with a limit of £250. Increases were then made as follows: Date Limit March 2015 (new card) £250... (4 pages)View decision -
Decision Reference DRN-4763536
29 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4763536 The complaint Mr C has complained that Barclays failed to recognise that he was using his substantial overdraft facility to gamble via high-risk investment platforms. Background Mr C has had a current account with Barclays since the early 1980s. It currently has an exceptionall... (4 pages)View decision -
Decision Reference DRN-6062900
21 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6062900 The complaint Mr M complains that Bank of Scotland plc (BoS) failed to pursue his chargeback request and delayed responding to his complaint. What happened Mr M used his brother’s gambling account and placed funds from his BoS account into it. He had a win which was due to p... (2 pages)View decision -
Decision Reference DRN1692946
3 Oct 2014 Lloyds Bank PLC Not upheldBanking and creditMr H, represented by a family member Mrs G, complains that Lloyds Bank plc allowed him to spend £4,000 on a gambling website even though it knew about his mental health issues.our initial conclusionsThe adjudicator did not uphold this complaint. He said that the bank’s fraud pr... (2 pages)View decision -
Decision Reference DRN-3170393
23 Nov 2021 Harvey & Thompson Limited UpheldConsumer CreditDRN-3170393 The complaint Mr S complains that Harvey & Thompson Limited lent to him without carrying out adequate checks and that the loan was unaffordable. Mr S is represented by Mrs S but for ease of reference I have referred to Mr S throughout this decision. What happened H & T ... (4 pages)View decision -
Decision Reference DRN-5062231
4 Oct 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5062231 The complaint Mr O is complaining about Vanquis Bank Limited because he says it lent irresponsibly by providing him with a credit card he couldn’t afford and then going on to increase the credit limit. What happened In December 2017, Mr O opened a credit card account with Va... (4 pages)View decision -
Decision Reference DRN-4952099
7 Aug 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4952099 The complaint Mr H complains through a Claims Management Company (“CMC”), that Zopa Bank Limited (“Zopa ”) lent to him irresponsibly. Mr H further says Zopa failed to conduct proportionate checks prior to approving his personal loan and the lending was unaffordable. For ea... (4 pages)View decision -
Decision Reference DRN-3026309
4 Feb 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3026309 The complaint Mr L complains that TSB Bank Plc won’t reimburse him the money he paid to what he says was a binary options trading scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key ev... (4 pages)View decision -
Decision Reference DRN-4527432
4 Jun 2024 IG Index Limited Not upheldInvestmentsDRN-4527432 The complaint Mr L has complained that IG Index Limited (‘IG’) should have prevented him from trading in contracts for differences (CFDs) and closed his account following the contact he had with it in March 2016. What happened This complaint is one of two that Mr L has brought ... (7 pages)View decision -
Decision Reference DRN-5686539
8 Oct 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5686539 The complaint Mr N complains that Madison CF UK Limited trading as 118 118 Money was irresponsible in its lending to him. He wants all interest and charges on his loans refunded along with statutory interest. What happened Mr N was provided with two loans by 118 118 Money, t... (4 pages)View decision