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-4485201
1 Dec 2023 Fairscore Ltd Not upheldConsumer CreditDRN-4485201 The complaint Mr F complains that Fairscore Ltd trading as Updraft (“Updraft”) irresponsibly gave him a loan he couldn’t afford to repay. What happened In May 2022, Mr F applied for a loan with Updraft. His application was approved, and he was given a loan of £6,000. Mr F was r... (3 pages)View decision -
Decision Reference DRN-4554531
30 Jan 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4554531 The complaint Mr J has complained that Zopa Bank Limited trading as Zopa acted irresponsibly when it approved him for a £6,000 loan in June 2023. Background Mr J applied for a £6,000 loan with Zopa on 3 June 2023. He said that he has struggled with compulsive gambling and the l... (2 pages)View decision -
Decision Reference DRN-1955210
28 Jul 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-1955210The complaintMr M complains that Barclays Bank UK PLC, trading as Barclaycard won't refund a series of credit card payments made from his account to an online gambling firm. He says he neither made nor authorised those payments. What happenedThe detailed background to this ... (3 pages)View decision -
Decision Reference DRN0809461
25 Oct 2017 TM Advances Limited Not upheldBanking and creditMr M complains that TM Advances Limited (“TM Advances”) gave him a loan which was unaffordable for him.backgroundIn March 2016 Mr M took a loan with TM Advances over a period of 60 months. On 4 July 2017 he complained to TM Advances as, he thought, he should never hav... (2 pages)View decision -
Decision Reference DRN-4823937
17 Jun 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4823937 Complaint Mr M has complained about personal loans National Westminster Bank Plc (“NatWest”) provided to him. He says that these loans were unaffordable and shouldn’t have been provided. Background NatWest provided Mr M with a first loan for £1,000.00 in June 2022. The loan had... (4 pages)View decision -
Decision Reference DRN-1487301
7 Dec 2020 MBNA Limited Not upheldBanking and PaymentsDRN-1487301 The complaint Mr M complains that MBNA Ltd (MBNA) were irresponsible in approving his application for a third credit card. What happened In December 2016 Mr M applied for and obtained a credit card with MBNA. This was his third card with them, and I shall refer to it as that. M... (3 pages)View decision -
Decision Reference DRN9665915
12 Nov 2015 Santander UK Plc Not upheldBanking and creditMr S complains that Santander UK Plc will not credit his account with the value of transactions which he says he should not be responsible for.backgroundThe transactions that Mr S is concerned about were made by his former partner and to online gambling companies. I... (3 pages)View decision -
Decision Reference DRN-3650803
16 Aug 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3650803 The complaint Mr A complains about an overdraft limit that TSB Bank plc provided to him on his bank account. He says that he had a gambling addiction and that it was irresponsible for TSB Bank plc to provide him this facility. What happened Mr A has two accounts with TSB Bank p... (5 pages)View decision -
Decision Reference DRN-4696794
20 Mar 2024 Billing Finance Limited UpheldConsumer CreditDRN-4696794 The complaint Mr B complains Billing Finance Limited (BFL) irresponsibly entered into a hire purchase agreement because it didn’t complete reasonable and proportionate checks to ensure the agreement was affordable. What happened Mr B entered into the hire purchase agreement on ... (5 pages)View decision -
Decision Reference DRN7442070
4 Feb 2014 Bank of Ireland (UK) Plc Not upheldBanking and creditMr L complains that Bank of Ireland (UK) Plc (trading as the Post Office) has not refunded a number of payments which he says he did not authorise.backgroundMr L complained to a bookmaker – which I shall call “M” – that about 70 online transactions on his betting account in June an... (3 pages)View decision
