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-4496422
13 Aug 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4496422 The complaint Mr C complains PayPal (Europe) Sarl et Cie SCA, “Paypal”, refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr C says several transactions which took place on 8 and 9 September 2023 via his Paypal account were not ... (2 pages)View decision -
Decision Reference DRN8260426
30 Dec 2015 Nationwide Building Society Not upheldBanking and creditMr J complains that Nationwide Building Society will not refund payments he says he did not make from his account and that it caused him inconvenience when it blocked his card.backgroundMr J says that he did not make payments of £500 and £300 to an online gambli... (2 pages)View decision -
Decision Reference DRN3130587
6 Nov 2017 The Royal Bank of Scotland Plc Not upheldBanking and creditMr K’s complained the Royal Bank of Scotland Plc (‘RBS’) won’t refund transactions he said he didn’t make. backgroundMr K was upset about duplicate transactions on his account. Some of these were card payments to online gambling websites. He said there were others ... (3 pages)View decision -
Decision Reference DRN-3058054
26 Nov 2021 Nationwide Building Society UpheldConsumer CreditDRN-3058054 The complaint Mr M has complained that Nationwide Building Society’s decision to provide him with overdraft facilities, a credit card and a number of loans when he was gambling excessively, was irresponsible. Background Mr M opened a current account with Nationwide in 2008. Bet... (6 pages)View decision -
Decision Reference DRN-4252391
13 Dec 2023 Evolution Lending Limited UpheldMortgagesDRN-4252391 The complaint Mr G complains that Evolution Lending Limited (“Evolution”) lent to him irresponsibly as he was suspended from work at the time the loan was taken out and had a drug and alcohol addiction. He is also unhappy that Evolution registered a County Court Judgment (CCJ) ... (16 pages)View decision -
Decision Reference DRN-2945958
29 Jul 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2945958 The complaint Mr C complains about a credit limit increase given to him by Barclays Bank UK PLC trading as Barclaycard. What happened In June 2014, Barclaycard reviewed Mr C’s credit card account and increased his credit limit from £7,000 to £10,000. Mr C says that at the time ... (5 pages)View decision -
Decision Reference DRN-4649965
15 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4649965 The complaint Miss S complains about the overdraft charges on her two current accounts with Bank of Scotland plc, trading as Halifax. What happened Miss S has two current accounts with Halifax. 1 One of those has an arranged overdraft limit of £6,200, and the other originally h... (4 pages)View decision -
Decision Reference DRN-3469417
27 Jul 2022 Bank of Scotland Plc Not upheldConsumer CreditDRN-3469417 The complaint Mr S is unhappy that Bank of Scotland plc, trading as Halifax, approved him for a loan irresponsibly in 2015 and should have been aware of his gambling addiction at that time. What happened In March 2015, Mr S applied to Halifax for a personal loan for £4,000 to b... (3 pages)View decision -
Decision Reference DRN8164858
14 Aug 2018 Barclays Bank Plc Not upheldBanking and creditMr C complains that Barclays Bank PLC, trading as Barclaycard, irresponsibly gave him a credit card that was unaffordable.backgroundMr C applied for the credit card in 2013 and was given a credit limit of just under £3,000. He says at the time he already had a numb... (2 pages)View decision -
Decision Reference DRN8627378
26 Sep 2019 National Westminster Bank Plc Not upheldBanking and creditMiss D complains that National Westminster Bank Plc (NatWest) lent to her irresponsibly.backgroundI sent Miss D and NatWest a provisional decision on 17 July 2019 to explain why I wasn’t intending to uphold the complaint. An extract from my provisional decision is set out below:“When decid... (3 pages)View decision
