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 DRN1574688
22 Oct 2019 The Royal Bank of Scotland Plc Not upheldBanking and creditMr A complains The Royal Bank of Scotland Plc (RBS) won’t refund money that was spent on a gambling website. He says he didn’t spend this money.Mr A is helped in his complaint by a family member. But, for ease, I’ll refer to most things as though Mr A has said them himself.backgroundThe de... (4 pages)View decision -
Decision Reference DRN-3856993
14 Dec 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3856993 The complaint Mr S is unhappy that Santander UK Plc won’t refund him for transactions he says he didn’t authorise. What happened Between April and September 2021, there were 35 payments made from Mr S’ bank account to an online gambling company totalling £23,632. Mr S reported ... (4 pages)View decision -
Decision Reference DRN-3568006
30 Jun 2022 Oplo PL Ltd Not upheldConsumer CreditDRN-3568006 The complaint Mr S complains that Oplo PL Ltd provided him with a loan that he was unable to afford to repay. What happened Mr S was provided with a loan for £8,000 by Oplo on 5 July 2018, for a period of 18 months at a monthly instalment of around £266. Mr S kept up the paymen... (5 pages)View decision -
Decision Reference DRN2613315
1 Aug 2017 National Westminster Bank Plc Not upheldBanking and creditMr P complains National Westminster Bank Plc lent him money irresponsibly without making proper checks. As a result he now has a high level of borrowing and has concerns about his ability to pay. He’s asked for both the debt and the interest rate to be reduced. bac... (3 pages)View decision -
Decision Reference DRN-4757547
16 Aug 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4757547 The complaint Mr D says that due to Barclays Bank UK Plc’s actions, his account with the bank went overdrawn. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. Briefly, as I understand it, on 30 March 2023 Mr D’... (3 pages)View decision -
Decision Reference DRN3077576
19 Dec 2017 Nationwide Building Society Not upheldBanking and creditMs L complains that Nationwide Building Society won’t refund a number of payments taken from her account using her debit card, which she says she didn’t make or authorise.backgroundMs L disputes 20 debit card payments to an online gambling account, totalling £200. Sh... (2 pages)View decision -
Decision Reference DRN-5312983
7 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5312983 The complaint Mr S complains that NewDay Ltd didn’t do enough to safeguard him when he was gambling and spending high volumes with an overseas online ‘mystery box’ seller. What happened Mr S had five credit cards with NewDay under the brand names, Pulse, Fluid and Aqua. In J... (3 pages)View decision -
Decision Reference DRN1994839
1 Jun 2018 Loans 2 Go Limited UpheldBanking and creditMr P complains that he was mis-sold some logbook loans by Loans 2 Go Limited.backgroundMr P took out five logbook loans with Loans 2 Go between February and December 2014. In 2015 his car was recovered by Loans 2 Go because he hadn’t made the contractual repayments.... (3 pages)View decision -
Decision Reference DRN-4757537
5 Jun 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4757537 The complaint Mr B says HSBC UK Bank Plc irresponsibly lent to him. What happened Mr B complains about two loans he took out from HSBC. The first (loan 1) was for £15,000 over 48 months on 15 January 2022 and the monthly repayments were £333.67. Loan 1 was used in part to settl... (3 pages)View decision -
Decision Reference DRN-4605682
7 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4605682 The complaint Mr C complained because Nationwide Building Society refused to refund him for transactions he said he didn’t make. What happened On 5 December 2022, Mr C rang Nationwide. He said his phone had been hijacked by malware a few days earlier, and there were some paymen... (3 pages)View decision
