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 4967 results
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Decision Reference DRN9468873
27 Aug 2019 Oakbrook Finance Limited Not upheldBanking and creditMr D complains that Oakbrook Finance Limited trading as Likely Loans irresponsibly lent him money which was unaffordable.backgroundMr D took out the loan in 2016 and says he told Likely Loans that he had gambling transactions recorded on his bank statement. He says he was encouraged to app... (3 pages)View decision -
Decision Reference DRN-2796068
4 May 2021 Loans 2 Go Limited UpheldConsumer CreditDRN-2796068 The complaint Mr S complains about a logbook loan provided to him by Loans 2 Go Limited, trading as Loans 2 Go, (“L2G”), which he says was unaffordable. What happened L2G provided Mr S with a loan of £5,000 in May 2015. The interest rate was 120%, (315.4% APR). The loan was to ... (6 pages)View decision -
Decision Reference DRN-5047135
27 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5047135 The complaint Mr M complains that Barclays Bank UK PLC (Barclays) didn’t offer him support when he was using his bank account to make gambling transactions in 2020. He said he was using the account differently and Barclays should’ve noticed this and stepped in to prevent fur... (2 pages)View decision -
Decision Reference DRN-3741986
10 Oct 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3741986 The complaint Mr D complains that American Express Services Europe Limited (AESEL) irresponsibly increased the credit limit on his credit card on two occasions, when he couldn’t afford the repayments. What happened Mr D was provided with a credit card by AESEL in June 2017, wit... (3 pages)View decision -
Decision Reference DRN-4684349
15 Mar 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4684349 The complaint Mr L has complained that The Royal Bank of Scotland Plc (“RBS”) acted irresponsibly when it provided him with limit increases on his overdraft facility. Background Mr L has a current account with RBS. The account has had an overdraft facility on it since 2007. The... (5 pages)View decision -
Decision Reference DRN-1555961
3 Dec 2020 Marq Millions Limited Not upheldBanking and PaymentsDRN-1555961 The complaint Mr S has complained that Marq Millions Limited, trading as Arro Money (“Arro”), shouldn’t have unblocked his bank account, after it blocked it because of his spending on gambling websites. Mr S is represented in this complaint by his father. What happened Mr S set... (4 pages)View decision -
Decision Reference DRN-5654546
22 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5654546 The complaint Mr G complains about the actions of Nationwide Building Society in relation to an overdraft he had with it. What happened Mr G took out a student account with Nationwide, which has an overdraft facility of £1,000. Mr G says he used the account excessively for... (3 pages)View decision -
Decision Reference DRN-3909168
26 Jan 2023 Lendable Ltd Not upheldConsumer CreditDRN-3909168 The complaint Mr S says Lendable Ltd irresponsibly lent to him. What happened Mr S took out two instalment loans from Lendable. A summary of his borrowing follows: loan taken out repaid value, £ term in months monthly repayment, £ 1 19/05/2021 22/07/2021 5,000 36 211.81 2 18/08... (4 pages)View decision -
Decision Reference DRN-4121517
11 May 2023 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4121517 The complaint Mr G complains that HSBC UK Bank Plc (HSBC) lent to him irresponsibly. What happened Mr G had a current account with HSBC. He had an overdraft limit of £5,000. On 28 October 2017, he applied for a loan of £25,000, payable over 98 months – for home improvements. Th... (4 pages)View decision -
Decision Reference DRN-4818078
9 Sep 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4818078 The complaint Mr M has complained about the way TSB Bank plc handled some transactions which he says he didn’t make or otherwise authorise. What happened During the early hours of a particular day, around £1,400 was spent on online gambling from Mr M’s TSB account, using his... (3 pages)View decision
