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-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 DRN8918968
9 May 2017 Madison CF UK Limited Not upheldBanking and creditMr I complains that Madison CF UK Limited, trading as 118 118 Money, lent him money irresponsibly.backgroundMr I applied for a 118 118 loan in December 2015 for £2,000 over two years. He says he had a gambling problem at the time, and 118 118 should’ve known that from lo... (2 pages)View decision -
Decision Reference DRN-3284985
2 Mar 2022 Everyday Lending Limited Not upheldConsumer CreditDRN-3284985 The complaint Mr P complained about a loan Everyday Lending Limited trading as Everyday Loans provided to him. He said the lender didn’t check properly that the loan was affordable and given the evidence it saw that he was gambling, Everyday Loans should’ve realised his vulnera... (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 DRN-5039211
13 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5039211 The complaint Mr B has complained HSBC UK Bank plc won’t refund him for transactions made on his account which he didn’t authorise. What happened On 14 December 2023 Mr B contacted HSBC to report numerous gambling transactions which he’d not made. He’d recently come back hom... (3 pages)View decision -
Decision Reference DRN-3443799
29 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3443799 The complaint Mr R complains NewDay Ltd irresponsibly provided him with a credit card. What happened NewDay approved Mr R for a credit card in October 2020. The initial limit was £250. This was later increased to £1,250. On both occasions (the initial application and the subseq... (4 pages)View decision -
Decision Reference DRN3324389
9 Nov 2018 Lloyds Bank PLC Not upheldBanking and creditMr P is unhappy that Lloyds Bank PLC prevented him putting money into his online gambling account. Mr P believes that because of this he lost out on a winning bet. backgroundI issued my provisional decision, which forms part of, and is attached to, this decision on t... (4 pages)View decision -
Decision Reference DRN6729238
22 Oct 2019 Barclays Bank UK PLC Not upheldBanking and creditMiss L complains that Barclays Bank UK PLC won’t refund a number of payments taken from her account using her debit cards, which she says she didn’t make or authorise.backgroundIn November 2017 Miss L told Barclays that there were numerous transactions on her account that she didn’t author... (3 pages)View decision -
Decision Reference DRN-4732927
6 Aug 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4732927 The complaint Mr K is complaining that Bank of Scotland plc won’t refund payments he says he made as part of a scam. He’s also unhappy with how Bank of Scotland plc dealt with things after he reported the disputed payments. What happened Mr K holds a current account with Ban... (3 pages)View decision -
Decision Reference DRN-5170528
26 Nov 2024 Equifinance Limited UpheldMortgagesDRN-5170528 The complaint Mr H says that a secured (second charge) loan he took out in 2017 with Equifinance Limited was unaffordable and irresponsibly lent. What happened Mr H applied for this loan in November 2017 through an independent mortgage broker. The offer issued on 1 December ... (11 pages)View decision
