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 5118 results
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Decision Reference DRN-3856993
14 Dec 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3856993 The complaint Mr S is unhappy that Santander UK Plc won’t refund him for transactions he says he didn’t authorise. What happened Between April and September 2021, there were 35 payments made from Mr S’ bank account to an online gambling company totalling £23,632. Mr S reported ... (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-2308919
18 Feb 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-2308919 The complaint Mr F has complained Nationwide Building Society won’t refund transactions he didn’t authorise. What happened In December 2019 Mr F complained to Nationwide his card details had been used for gambling transactions which he’d not made. Nationwide contacted the gambl... (3 pages)View decision -
Decision Reference DRN-2928622
31 Jan 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2928622 The complaint Mr P complains about National Westminster Bank Plc (NWB) and the way they handled, and declined, his request for a refund of transactions made to gambling websites. What happened Mr P held a current account and credit card account with NWB. On 17 August 2020, Mr P... (3 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-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-4400536
11 Jan 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4400536 The complaint Mrs W complains Zopa Bank Limited didn’t help her recover payments she disputed. What happened Mrs W has an account with Zopa Bank which she opened in 2021 and a credit card. In April 2023 Mrs W contacted Zopa Bank to say she’d used her card to make a number of pa... (3 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 DRN6480911
6 Jun 2019 National Westminster Bank Plc Not upheldBanking and creditMr W complains that National Westminster Bank Plc was irresponsible when it increased his overdraft and then lent him £3,000.backgroundOn 22 May 2019 I issued a provisional decision saying that subject to any further comments or evidence from Mr W or NatWest, I didn’t ... (2 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
