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-1769990
17 Jun 2020 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1769990ComplaintMr W has complained that Bank of Scotland plc won’t refund transactions he says he didn’t make or otherwise authorise. What happenedIn January 2020, Mr W made a number of transactions to a gambling merchant and won £30,000. However, over the following 11 days this was s... (3 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-3502322
13 Jun 2022 Progressive Money Limited UpheldConsumer CreditDRN-3502322 The complaint Mr H complains that Progressive Money Limited (PML) lent him money on a high cost loan which he was unable to afford to repay. What happened PML provided Mr H with a loan on 22 May 2018 for £10,000, repayable over 48 months at the rate of £410 a month. Mr H compla... (4 pages)View decision -
Decision Reference DRN5924217
12 Oct 2015 HSBC Bank plc Not upheldBanking and creditMr A complains that HSBC Bank plc has refused to refund several online transactions which he says he did not make. backgroundMr A’s HSBC debit card was used to make a number of online gambling transactions, totalling over £37,500. He says he did not make these ... (2 pages)View decision -
Decision Reference DRN-4511519
14 Dec 2023 247 Money Group Limited UpheldConsumer CreditDRN-4511519 The complaint Miss T is complaining about 247 Money Group Limited (247). She says they shouldn’t have lent to her as the repayments were unaffordable. What happened In February 2021, Miss T took out a hire purchase agreement with 247 to finance the purchase of a car. She paid n... (4 pages)View decision -
Decision Reference DRN7106583
24 Nov 2016 Indigo Michael Limited Not upheldBanking and creditMr G complains that Indigo Michael Limited gave him loans he couldn’t afford to repay. He asks that the balance is written off and the loans are removed from his credit files.backgroundMr G took seven loans from IML between 31 March and 1 May 2014. While IML didn’t ... (3 pages)View decision -
Decision Reference DRN-4005835
24 Apr 2023 Lloyds Bank PLC Not upheldConsumer CreditDRN-4005835 The complaint Mr B complains that Lloyds Bank PLC (“Lloyds”) lent to him irresponsibly when it gave him two loans that he says he couldn’t afford. What happened Mr B took out an unsecured loan for £16,000 with Lloyds in May 2017. The loan was repayable over five years at a cost... (4 pages)View decision -
Decision Reference DRN8231234
10 Jan 2018 Lending Stream Llc UpheldBanking and creditMr W complains that Lending Stream LLC gave him loans that he couldn’t afford to repay. He asks that it refunds interest and charges and removes information about the loans from his credit file. Mr W is represented by a claims management company.backgroundMr W took out 2... (4 pages)View decision -
Decision Reference DRN4303842
13 Jun 2014 Barclays Bank Plc Not upheldBanking and creditMr S complains that Barclays Bank Plc unfairly holds him liable for disputed online transactions made on his account.backgroundThe transactions that Mr S disputes were all made at an online gambling site, using the details of Mr S’s debit card. The debit card was newly issued, and Mr S ... (2 pages)View decision -
Decision Reference DRN-3465666
6 May 2022 Barclays Bank UK PLC Not upheldConsumer CreditDRN-3465666 The complaint Mr K complains that Barclays Bank UK PLC made an irresponsible lending decision when it provided him with a loan. And it’s failed to treat him fairly when he’s later found himself in financial difficulties. What happened Mr K took out a personal loan with Barclays... (4 pages)View decision
