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 DRN5525835
16 Oct 2018 Gain Credit LLC Not upheldBanking and creditMiss T complains that Gain Credit LLC was irresponsible when it gave her loans. Miss T is represented by a claims management company. Her representative asks that Gain Credit pays compensation and refunds the loans. backgroundMiss T took out four loans in 2017. Her re... (2 pages)View decision -
Decision Reference DRN-5118539
14 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5118539 The complaint Mr F complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he says he lost as the result of a scam. Mr F is being represented by a third party. To keep things simple, I will refer to Mr F throughout my decision. What happened The backgrou... (3 pages)View decision -
Decision Reference DRN8164858
14 Aug 2018 Barclays Bank Plc Not upheldBanking and creditMr C complains that Barclays Bank PLC, trading as Barclaycard, irresponsibly gave him a credit card that was unaffordable.backgroundMr C applied for the credit card in 2013 and was given a credit limit of just under £3,000. He says at the time he already had a numb... (2 pages)View decision -
Decision Reference DRN-4954555
8 Aug 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4954555 The complaint Mr T is complaining about Clydesdale Bank Plc trading as Virgin Money because he says it lent irresponsibly when providing him with a credit card. He says it knew he had issues with gambling and shouldn’t have agreed to lend him more money. What happened On 25 ... (5 pages)View decision -
Decision Reference DRN-5280930
23 Jan 2025 Madison CF UK Limited UpheldConsumer CreditDRN-5280930 The complaint Mr C complains that Madison CF UK Limited trading as 118 118 Money lent irresponsibly when it approved four loan applications he made between 2019 and 2023. What happened The background to this complaint and my initial conclusions were set out in a provisional... (4 pages)View decision -
Decision Reference DRN-5494579
28 Apr 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5494579 The complaint Mr S complains that HSBC UK Bank Plc was irresponsible in its lending to him He wants all interest and charges he has paid refunded, and the loans removed from his credit file. What happened Mr S was provided with three loans by HSBC, the details of which are s... (4 pages)View decision -
Decision Reference DRN7258666
1 Aug 2016 Santander UK Plc Not upheldBanking and creditMrs D complains that Santander UK Plc will not refund some disputed transactions.backgroundIn May 2015, 16 transactions totalling just over £1400 were made on Mrs D credit card. These were all made in the space of less than 24 hours and all to one gambling website.... (2 pages)View decision -
Decision Reference DRN-4258543
21 Jul 2023 Equals Money UK Limited Not upheldBanking and PaymentsDRN-4258543 The complaint Mr K is unhappy that Equals Money UK Limited trading as Card One Money (“COM”) won’t refund money he lost to a scam. What happened Mr K used his COM card to make a series of deposits with an online casino over six months totalling around £34,000. That casino wasn’... (3 pages)View decision -
Decision Reference DRN-5003347
4 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5003347 The complaint Mr H complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing him with an overdraft facility he says he couldn’t afford. What happened Mr H was given an overdraft with his Monzo account in April 2022. The overdraft limit was £150. Mr H complai... (3 pages)View decision -
Decision Reference DRN-3323980
15 Mar 2022 Santander UK Plc UpheldConsumer CreditDRN-3323980 The complaint Miss S has complained that Santander UK Plc (Santander) acted irresponsibly when it provided her with three loans between 2012-2014. Background Miss S applied for, and was granted, threes loans from Santander in 2012, 2013 and 2014. She has said that all three loa... (3 pages)View decision
