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-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 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 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-5023213
11 Nov 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5023213 The complaint Miss B has complained Starling Bank Limited won’t refund numerous disputed card transactions in November 2023. What happened Miss B holds a current account with Starling, as well as other accounts. In December 2023 she complained to Starling that there were num... (3 pages)View decision -
Decision Reference DRN-3308618
11 Feb 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3308618 The complaint Mr W complains about Tesco Personal Finance PLC and their decision to issue him with replacement credit cards despite him asking for a block to be placed on the accounts to prevent him using their limits to fund his gambling addiction. What happened Mr W held cred... (3 pages)View decision -
Decision Reference DRN5266037
12 Nov 2019 Nationwide Building Society Not upheldBanking and creditComplaintMiss P complains Nationwide Building Society failed to refund her a series of transactions she didn’t agree to. She says the transactions were made by people she’d trusted who were using her mobile phone to play games. She was unaware they were using her debit card to make payment... (4 pages)View decision -
Decision Reference DRN6717586
3 Jun 2019 Bank of Scotland Plc Not upheldBanking and creditMr W complains that Bank of Scotland plc lent him money irresponsibly when it should have realised that he had a gambling problem.backgroundIn May 2014 Bank of Scotland (trading as Halifax) approved a £500 overdraft limit for Mr W. He quickly increased this to £1,900 ... (2 pages)View decision -
Decision Reference DRN-4546945
21 Mar 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4546945 The complaint Mr E complains American Express Services Europe Limited (AmEx): Allowed a significant amount of gambling transactions on his Platinum card and won’t write the remaining debt off Won’t write off the debt on what I’ll refer to as his Other card in recognition of t... (4 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-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
