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 DRN0809461
25 Oct 2017 TM Advances Limited Not upheldBanking and creditMr M complains that TM Advances Limited (“TM Advances”) gave him a loan which was unaffordable for him.backgroundIn March 2016 Mr M took a loan with TM Advances over a period of 60 months. On 4 July 2017 he complained to TM Advances as, he thought, he should never hav... (2 pages)View decision -
Decision Reference DRN4479596
19 Jul 2019 Barclays Bank UK PLC Not upheldBanking and creditMrs M complains that Barclays Bank UK PLC was irresponsible in its lending to her.backgroundMrs M took out a loan with Barclays in January 2019 which she applied for online. She says she has a gambling problem and that following significant losses she applied for the £50,000 loan. Mrs M sa... (3 pages)View decision -
Decision Reference DRN1721665
11 Oct 2016 Instant Cash Loans Limited UpheldBanking and creditMr H complains that Instant Cash Loans Limited, trading as The Money Shop, lent him money he couldn’t afford to repay when it knew he’d had a gambling problem in the past. His father brings the complaint on his behalf.backgroundMr H had a loan from The Money Shop se... (2 pages)View decision -
Decision Reference DRN-5665690
3 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5665690 The complaint Miss W complains Santander UK Plc did not provide her with proper support and safeguarding as a vulnerable consumer in relation to her current account and overdraft with them. What happened I issued my provisional findings to both parties setting out why I did... (6 pages)View decision -
Decision Reference DRN-4496422
13 Aug 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4496422 The complaint Mr C complains PayPal (Europe) Sarl et Cie SCA, “Paypal”, refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr C says several transactions which took place on 8 and 9 September 2023 via his Paypal account were not ... (2 pages)View decision -
Decision Reference DRN7442070
4 Feb 2014 Bank of Ireland (UK) Plc Not upheldBanking and creditMr L complains that Bank of Ireland (UK) Plc (trading as the Post Office) has not refunded a number of payments which he says he did not authorise.backgroundMr L complained to a bookmaker – which I shall call “M” – that about 70 online transactions on his betting account in June an... (3 pages)View decision -
Decision Reference DRN-5616175
14 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5616175 The complaint Mr P complains TSB Bank Plc recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr P had an account with TSB. In September 2024, it was credited with £1,000 from a th... (3 pages)View decision -
Decision Reference DRN3130587
6 Nov 2017 The Royal Bank of Scotland Plc Not upheldBanking and creditMr K’s complained the Royal Bank of Scotland Plc (‘RBS’) won’t refund transactions he said he didn’t make. backgroundMr K was upset about duplicate transactions on his account. Some of these were card payments to online gambling websites. He said there were others ... (3 pages)View decision -
Decision Reference DRN-4696794
20 Mar 2024 Billing Finance Limited UpheldConsumer CreditDRN-4696794 The complaint Mr B complains Billing Finance Limited (BFL) irresponsibly entered into a hire purchase agreement because it didn’t complete reasonable and proportionate checks to ensure the agreement was affordable. What happened Mr B entered into the hire purchase agreement on ... (5 pages)View decision -
Decision Reference DRN-4313125
25 Aug 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4313125 The complaint Mr A complains that Revolut Ltd didn’t apply an account block to prevent gambling transactions. What happened Mr A says he told Revolut to block any potential payments he made to a business I will call “M” on 29 March 2023. He says he made Revolut aware of his gam... (3 pages)View decision
