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 4967 results
-
Decision Reference DRN-5181788
20 Dec 2024 First Response Finance Ltd UpheldConsumer CreditDRN-5181788 The complaint Mr W complains First Response Finance Ltd (First Response) irresponsibly entered into a hire purchase agreement with him because it didn’t carry out reasonable and proportionate checks to ensure the agreement was affordable for him. What happened Mr W took out ... (6 pages)View decision -
Decision Reference DRN-2885052
18 Sep 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2885052 The complaint Mr C is unhappy with Santander UK Plc because it hasn’t refunded transactions to gambling websites which he’s says he didn’t auhtorise. What happened The details of this case are well-known to both parties. And prior to issuing this final decision I’ve discussed t... (3 pages)View decision -
Decision Reference DRN5689074
24 Jan 2020 Tandem Bank Limited Not upheldBanking and creditMr R has complained about Tandem Bank Limited and the charges they’ve applied to his credit card account after processing gambling transactions as cash advances.backgroundMr R made three gambling transactions on his tandem credit card account worth £1,000 each. These transactions were proc... (2 pages)View decision -
Decision Reference DRN-5555392
18 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5555392 The complaint Miss B complained because Clydesdale Bank Plc, trading as Virgin Money, refused to refund her for gambling transactions she said she didn’t make. What happened In early July 2024, five gambling payments, to three different gambling organisations, debited Mis B... (4 pages)View decision -
Decision Reference DRN-5665233
15 Jul 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5665233 The complaint Mr H is complaining that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) acted irresponsibly in lending to him. What happened In September 2024, Mr H applied for a loan with CCB. They lent him £5,000 over a three- year ter... (3 pages)View decision -
Decision Reference DRN-3776602
17 Nov 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3776602 The complaint Mr J complains that Nationwide Building Society has held him responsible for disputed transactions and registered a fraud prevention marker against him. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat th... (4 pages)View decision -
Decision Reference DRN-3751305
21 Nov 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3751305 The complaint Mr N has complained Barclays Bank UK PLC won’t refund him transactions he didn’t make in October 2021. Barclays subsequently closed Mr N’s account. What happened Mr N had Covid in October 2021. He later noticed £1,300 worth of transactions to a gambling company he... (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 DRN8663210
29 Nov 2017 The Royal Bank of Scotland Plc Not upheldBanking and creditMr S complains that the Royal Bank of Scotland Plc (RBS) is holding him responsible for a number of transactions he didn’t make or authorise.backgroundMr S contacted RBS in April 2017 to dispute seven transactions to an online gambling business on 21 April 2017. But ... (2 pages)View decision
