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-2885990
23 Jun 2021 TSB Bank plc Not upheldBanking and PaymentsDRN-2885990 The complaint Miss D has complained that TSB Bank plc won’t refund her for disputed transactions she didn’t make or authorise. What happened Miss D had a current account with TSB. Between November 2019 and May 2020, a series of transactions were made to three gambling websites... (3 pages)View decision -
Decision Reference DRN8620286
16 May 2017 Barclays Bank Plc Not upheldBanking and creditMr L complains about the loans he took out with Barclays Bank Plc. He complains that Barclays shouldn’t have given him the loans because of his mental health problems. backgroundIn August 2016, Mr L applied for four loans using Barclays’ mobile app. The loans w... (3 pages)View decision -
Decision Reference DRN-2955112
23 Sep 2021 Everyday Loans Limited UpheldConsumer CreditDRN-2955112 The complaint Mr C has complained that Everyday Loans Limited (ELL) irresponsibly lent him two loans. What happened In August 2019 ELL agreed a £1,500 loan to Mr C. This was due to be repaid over 18 months with a monthly repayment of £144.25. This loan was repaid in full in la... (4 pages)View decision -
Decision Reference DRN-3595784
26 Jul 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3595784 The complaint Mr P, through his representative, complains that Everyday Lending Limited, trading as Everyday Loans, lent to him irresponsibly. What happened Using information we have from Everyday Lending, here is a brief table of the three loans approved for Mr P. Loan Date op... (3 pages)View decision -
Decision Reference DRN-4938066
1 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4938066 The complaint Mrs B complains that Nationwide Building Society didn’t take action when her activity changed significantly on her account, and she entered a period of compulsive spending and gambling. What happened Mrs B explained that due to the medication she was taking she... (4 pages)View decision -
Decision Reference DRN-3162998
19 Nov 2021 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3162998 The complaint Mr H complains that Tesco Personal Finance PLC (“TPF”) irresponsibly gave him a loan and an increase to his credit card limit. He feels this added to his difficulty dealing with a gambling addiction. What happened Mr H’s credit card from TPF began in 2011, with a ... (4 pages)View decision -
Decision Reference DRN-4675132
11 Mar 2024 Bank of Scotland Plc UpheldConsumer CreditDRN-4675132 The complaint Mr O is unhappy with Halifax, who is a trading name of Bank of Scotland plc. Mr O complains Halifax lent to him irresponsibly. What happened Mr O has made several complaints to Halifax about irresponsible lending. This decision only addresses his complaint about f... (6 pages)View decision -
Decision Reference DRN-2669214
10 Mar 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2669214 Complaint Mr T is unhappy that Barclays Bank Plc is holding him liable for a series of transactions he says he didn’t authorise. Background In January and February 2020, a series of transactions were made from Mr T’s account to a gambling account that had been set up in the nam... (6 pages)View decision -
Decision Reference DRN-3324399
18 Mar 2022 MBNA Limited UpheldBanking and PaymentsDRN-3324399 The complaint Mr W has complained that MBNA Limited acted irresponsibly when it provided him with two new credit cards in 2017. Background Mr W applied for, and was given, two new credit cards from MBNA in April and May 2017. He has said that at that time he was already experie... (3 pages)View decision -
Decision Reference DRN-3386104
31 Mar 2022 Oplo HL Ltd UpheldMortgagesDRN-3386104 The complaint Mr and Mrs M complain that Oplo HL Ltd (then trading as 1st Stop Home Loans Limited) was irresponsible to lend to them. What happened Mr and Mrs M took out a loan of £10,000 with Oplo in early 2015. They told Oplo they intended to use the loan to repay mortgage ar... (6 pages)View decision
