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-5393729
7 Apr 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5393729 The complaint Mr M complained because Nationwide Building Society refused to refund him for transactions he said he hadn’t authorised. What happened In early October 2024, Mr M was on holiday abroad. On 5 October, he checked his online banking, and saw two debits to a gambl... (3 pages)View decision -
Decision Reference DRN-4506513
15 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4506513 The complaint Mr L complains that Santander UK Plc (“Santander”) refused to raise chargeback claims in respect of money held with two gambling merchants. What happened Mr L contacted Santander in February 2023 asking for help in retrieving money he’d deposited with two gambling... (3 pages)View decision -
Decision Reference DRN4276589
7 Sep 2015 MBNA Limited Not upheldBanking and creditMr M is unhappy that MBNA Limited didn’t close his credit card account. backgroundMr M has a credit card account with MBNA. He also has a gambling problem. His credit card account balance was made up of gambling debts. In September 2013 Mr M received help from hi... (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 -
Decision Reference DRN9919027
2 Mar 2020 Skrill Limited Not upheldBanking and creditMr I complains that Skrill Limited won’t refund £3,200 to his account. He received this amount into the account, transferred from someone he knew, but all the funds were then transferred to a gambling company on the same day. Mr I says he never made those transfers out and Skrill should cr... (3 pages)View decision -
Decision Reference DRN-4216809
12 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4216809 The complaint Mr M complains that Santander UK Plc (“Santander”) acted irresponsibly in giving him a credit card with a £2,400 credit limit. What happened Santander opened a credit card for Mr M in December 2018 and gave him a credit limit of £2,400. Mr M already had a basic ba... (3 pages)View decision -
Decision Reference DRN-4865418
24 Jun 2024 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-4865418 The complaint Mr B complains that Brent Shrine Credit Union Limited trading as My Community Bank was irresponsible in its lending to him. He wants all interest fees and charges removed from his loan so that he is only liable for repaying the amount borrowed. What happened Mr B ... (5 pages)View decision -
Decision Reference DRN2578702
25 Oct 2017 Madison CF UK Limited Not upheldBanking and creditMr M complains that Madison CF UK Limited trading as 118118money.Com (“118118money.Com”) lent him money irresponsibly.backgroundIn March 2016 Mr M took a loan with 118118money.Com over a period of 24 months. On 6 July 2017 he complained to them about irresponsible len... (2 pages)View decision -
Decision Reference DRN4265594
24 Mar 2016 The Royal Bank of Scotland Plc Not upheldBanking and creditMr S complains that The Royal Bank of Scotland Plc has held him liable for disputed transactions on his account. backgroundMr S complained to RBS that he didn’t make or authorise several gambling transactions on his account in November 2015. Those transactions together a... (2 pages)View decision -
Decision Reference DRN5765873
5 Feb 2021 Bank of Scotland Plc Not upheldBanking and creditMs A has complained Bank of Scotland plc, trading as Halifax, won’t refund a transaction she didn’t authorise. background In 2014 and 2015 Ms A received a couple of lump sum payments into her Halifax account. At least one of these – in December 2014 – was a pension credit. Ms A had been su... (3 pages)View decision
