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 4692 results
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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 -
Decision Reference DRN1125653
29 Mar 2021 Everyday Lending Limited Not upheldBanking and creditIn summary, Mr D has complained that Everyday Lending Limited (ELL) provided him with a loan that he wasn’t able to afford. background In April 2018 ELL provided Mr D a loan for £3,000 repayable over two years. It was a high interest loan with an interest rate of 127.1% APR. The total char... (5 pages)View decision -
Decision Reference DRN7970282
15 Jan 2020 Bank of Ireland (UK) Plc Not upheldBanking and creditMr O has complained that Bank of Ireland (UK) Plc (‘the bank’) was wrong not to pursue a chargeback claim with an online gambling company for a large bet that Mr O says he didn’t authorise. backgroundMr O accepts he’d placed three smaller bets with the company but not the much larger one w... (2 pages)View decision -
Decision Reference DRN-4770008
29 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4770008 The complaint Mr H complains that Barclays Bank UK Plc failed to block his transactions to a crypto currency firm that he was using to gamble, despite telling Barclays he had a gambling addiction. What happened I sent the parties a provisional decision in March 2024, in which I... (4 pages)View decision -
Decision Reference DRN0851049
26 Sep 2014 Bank of Scotland Plc Not upheldBanking and creditMr D complains that Bank of Scotland plc has held him responsible for a number of transactions that were debited from his account but which he says he not make or authorise.Mr D is represented by his father in referring his complaint here. background The disputed transactions, for a tot... (4 pages)View decision -
Decision Reference DRN-3778939
19 Jan 2023 Equifinance Limited Not upheldMortgagesDRN-3778939 The complaint Mr B’s complaint is that Equifinance Limited’s decision to lend to him was irresponsible. This is because it didn’t have concerns about the fact that he gambled at the time the application was approved, and it didn’t complete any further checks for changes in his ... (3 pages)View decision -
Decision Reference DRN0780667
31 Jan 2020 Bank of Scotland Plc Not upheldBanking and creditMr S has complained Bank of Scotland plc, trading as Halifax, won’t refund him for over 550 transactions he didn’t make.backgroundMr S made four complaints in 2019 about transactions on his Halifax account which he says he didn’t make. All of these transactions were gambling transactions a... (3 pages)View decision -
Decision Reference DRN-5052635
7 Nov 2024 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5052635 The complaint X complains that Marks & Spencer Financial Services Plc (M&S) irresponsibly provided her with a credit card and limit increase and failed to support her as a vulnerable customer. What happened M&S provided X with a credit card for £1,500 in November 20... (5 pages)View decision -
Decision Reference DRN-3920224
10 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3920224 The complaint Mr F complains NewDay Ltd trading as Aqua have refused to refund some transactions made on his credit card. What happened Mr F reported some transactions to NewDay he didn’t recognise as having made himself. The transactions, including foreign transaction fees, to... (2 pages)View decision -
Decision Reference DRN-3859842
15 Dec 2022 Progressive Money Limited UpheldConsumer CreditDRN-3859842 The complaint Mr L complains about a loan granted to him by Progressive Money Limited (“PML”). He says PML were irresponsible to have lent to him at that time. What happened PML agreed a loan for Mr L in October 2018. The loan was for £15,000 to be repaid in monthly instalments... (4 pages)View decision
