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 4576 results
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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-4657274
4 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4657274 Complaint Mrs B has complained that Santander UK Plc (“Santander”) unfairly failed to block gambling transactions from her current account in circumstances where other institutions did so. Background Mrs B made a number of gambling transactions on her Santander current account.... (5 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 DRN-3802029
10 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3802029 The complaint Mr J has complained that his bank Monzo Bank Ltd (“Monzo”) has refused to refund the money he has lost following him being the victim of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail.... (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 DRN1269679
8 Oct 2019 Barclays Bank UK PLC Not upheldBanking and creditMr M complains that Barclays Bank UK PLC trading as Barclaycard irresponsibly increased the credit limit on his credit card account to a level that was unaffordable.backgroundMr M says Barclaycard irresponsibly increased his credit card limit and ignored his ability to repay the debt and h... (3 pages)View decision -
Decision Reference DRN0544499
22 Apr 2015 MBNA Limited Not upheldBanking and creditMr O complains that MBNA Limited is holding him responsible for a debt he says isn’t his. The debt came about after a number of credits and debits were made to his credit card account. Mr O wants MBNA to put his account right and remove any damaging information... (3 pages)View decision -
Decision Reference DRN-4348631
5 Oct 2023 Lendable Ltd UpheldConsumer CreditDRN-4348631 The complaint Mr B complains Lendable Ltd lent to him irresponsibly. What happened Mr B took out a £3,000 loan with Lendable in July 2022, and the total amount he needed to repay was just over £5,000. The loan had a term of three years, and the monthly repayments were around £1... (4 pages)View decision
