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 DRN-5047698
1 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5047698 The complaint Mr B has complained that Barclays Bank UK PLC failed to safeguard him when he started to gamble compulsively during March 2020. Background Mr B is a vulnerable consumer and has a number of mental health issues, including a diagnosis of Bi-Polar. In March 2020,... (4 pages)View decision -
Decision Reference DRN3052098
18 Jan 2016 Tesco Personal Finance PLC UpheldBanking and creditMr K complains that Tesco Personal Finance plc (trading as Tesco Bank) wrongly deducted Tesco Clubcard points from his account.backgroundWhen Mr K received credits on his Tesco credit card from a gambling company, he noticed Clubcard points were being deducted, even ... (1 page)View decision -
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-4529328
18 Jan 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4529328 The complaint Mr J has complained that HSBC UK Bank Plc acted irresponsibly when it provided him with two high value personal loans in 2019. He also believes it has failed in its obligations to adequately support him as a vulnerable consumer. Background Mr J is a compulsive gam... (5 pages)View decision -
Decision Reference DRN-5664688
11 Jul 2025 IG Index Limited Not upheldInvestmentsDRN-5664688 The complaint Mr A complains that IG Index Limited (“IG”) failed to identify he was a problem gambler. He says if it had done so and intervened as he thinks it should, he would have suffered substantially lower losses on his trading account. He also says his experience with ... (12 pages)View decision -
Decision Reference DRN-4321711
26 Mar 2024 Spreadex Limited Not upheldInvestmentsDRN-4321711 The complaint Mr L complains that Spreadex Limited failed to safeguard him against problem gambling. He’s also raised some more specific concerns about having to commit additional funds to place bets and accruing debt despite having a credit facility available to him. What happ... (4 pages)View decision -
Decision Reference DRN-3051534
17 Nov 2021 Everyday Lending Limited UpheldConsumer CreditDRN-3051534 The complaint Mr W has complained about a loan granted to him by Everyday Lending Limited, trading as Everyday Loans, (“ELL”), which he said was unaffordable. What happened ELL agreed a loan for Mr W on 26 May 2018. The loan was for £5,000 and was repayable by 24 monthly payme... (6 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-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 -
Decision Reference DRN-5634564
28 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5634564 The complaint Mr B complains about how National Westminster Bank Public Limited Company (“NatWest”) administered his current account. What happened Mr B had a current account with an overdraft facility, provided by NatWest. Mr B complains that on two occasions, NatWest prov... (3 pages)View decision
