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 5478 results
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Decision Reference DRN4662704
18 Dec 2017 WDFC UK Limited UpheldBanking and creditMr L complains that WDFC UK Limited trading as Wonga.com was irresponsible to lend him money that he couldn’t afford to repay.backgroundMr L took out 28 payday loans and 19 top-ups between December 2013 and February 2016. He says it was irresponsible of Wonga to agree ... (3 pages)View decision -
Decision Reference DRN1562326
22 Apr 2015 Lloyds Bank PLC Not upheldBanking and creditMrs F complains that Lloyds Bank plc will not refund fraudulent payments made from her bank account.backgroundMrs F disputes payments made from her account to gambling sites between May 2012 and August 2013. She says that she did not make these payments, and – as she d... (2 pages)View decision -
Decision Reference DRN-5592761
27 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5592761 The complaint Mr B has complained Starling Bank Limited wouldn’t use the international card schemes chargeback mechanism to secure him a refund for gambling transactions. He’d made these after unsuccessfully trying to close his gambling account with the merchant involved. Wh... (2 pages)View decision -
Decision Reference DRN-5895148
8 Jan 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5895148 The complaint Mr C complains Wise Payments Limited trading as Wise didn’t do enough to get a refund for transactions made on his debit card. What happened In January and February 2025, Mr C made a number of transactions, via his Wise debit card to online merchants. Mr C th... (4 pages)View decision -
Decision Reference DRN4755652
11 Apr 2019 Barclays Bank UK PLC Not upheldBanking and creditMr S complains that Barclays Bank UK PLC (Barclays) lent to him irresponsibly. He also feels that Barclays should not have given him a £6,000 credit limit; it should have placed a daily limit on his credit card use; that it failed to provide him with an acknowledgmen... (2 pages)View decision -
Decision Reference DRN8720382
12 Feb 2021 Everyday Lending Limited UpheldBanking and creditMr C complains that Everyday Lending Limited (“ELL”) lent to him in an irresponsible manner. background Mr C was given a single loan by ELL. He borrowed £1,500 in July 2016 that he agreed to repay in 24 monthly instalments. Mr C’s complaint has been assessed by one of our adjudicators. Whi... (4 pages)View decision -
Decision Reference DRN-1685868
4 May 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1685868The complaintMr O complains that HSBC UK Bank Plc (HSBC) allowed him to use his overdraft to gamble, which he feels should not be permitted. What happenedOur investigator’s background summary covered all the relevant facts and issues, and is known to both Mr O and HSBC, so I won... (2 pages)View decision -
Decision Reference DRN6824033
20 Apr 2021 Bank of Scotland Plc UpheldBanking and creditMr C complains that Bank of Scotland plc, trading as Halifax (“Halifax”) should not have provided him with loans, an overdraft and a credit card over a number of years. background On 12 February 2021, I issued a provisional decision upholding this complaint. I attach a copy of that provisi... (17 pages)View decision -
Decision Reference DRN-1486133
2 Feb 2021 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-1486133 The complaint Mr A complains that Tesco Personal Finance PLC (“Tesco”) lent to him in an irresponsible manner. What happened Mr A took out an initial loan with Tesco in October 2013 for £15,000. He also opened a credit card around a year later in October 2014 with a credit limi... (3 pages)View decision -
Decision Reference DRN-3977236
7 Mar 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3977236 The complaint Mr B has complained that Lloyds Bank PLC (“Lloyds”) acted irresponsibly and failed in its duty of care by providing an overdraft facility when it should have identified by the way his account was managed he was a gambling addict and vulnerable. What happened Mr B ... (4 pages)View decision