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 DRN6621992
11 Oct 2017 Casheuronet UK LLC UpheldBanking and creditMr H complains that CashEuroNet UK LLC (trading as Quick Quid) gave him loans that were unaffordable.backgroundMr H took out a total of 17 loans from Quick Quid between July 2012 and November 2016, and he’s repaid all the borrowing. The background to this complaint wa... (9 pages)View decision -
Decision Reference DRN-5225671
3 Jan 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5225671 The complaint Mr C has complained that MBNA Limited acted irresponsibly when it provided him with a credit card in March 2016. Background Mr C applied for a credit card with MBNA in March 2016. His application was approved, and he was provided with a card that had an opening... (3 pages)View decision -
Decision Reference DRN-3660173
22 Aug 2022 Bank of Scotland Plc UpheldConsumer CreditDRN-3660173 The complaint Mr N has complained that Bank of Scotland plc trading as Halifax acted irresponsibly when it provided him with a loan for £3,000 in August 2017. Background Mr N applied for the loan online in August 2017. He has said that the loan was approved very quickly, and th... (3 pages)View decision -
Decision Reference DRN-3699565
15 Sep 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3699565 The complaint Mr B complains that TSB Bank Plc has declined to refund transactions he says he didn’t make or allow anyone else to make. What happened In April 2021 Mr B reported several gambling transactions that took place on his account as fraudulent - these were online card ... (2 pages)View decision -
Decision Reference DRN5055627
16 Apr 2018 WDFC UK Limited UpheldBanking and creditMr N complains that WDFC UK Limited, trading as Wonga, lent to him irresponsibly. He says he was in a debt spiral and had to keep borrowing to make the repayments. Mr N also says his credit report should’ve shown he was in a debt plan and had other problems wi... (5 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 DRN5546020
20 Jan 2020 NewDay Ltd Not upheldBanking and creditMr T complains that NewDay Ltd won’t refund payments made on his credit cards that he says he didn’t authorise.backgroundMr T has two credit cards with NewDay. In August and September 2018, payments were made from these accounts to two gambling companies. The total value of the payments wa... (4 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-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 DRN0219208
9 Jan 2017 Bank of Scotland Plc Not upheldBanking and creditMrs C complains that Bank of Scotland plc (“Halifax”) did not treat her fairly in that it allowed her to borrow £5,000 despite knowing she had a gambling problem. She also complains the bank will not allow her to withdraw money credited to her account on behalf of ... (2 pages)View decision
