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
-
Decision Reference DRN-3677669
15 Sep 2022 Barclays Bank UK PLC Not upheldConsumer CreditDRN-3677669 The complaint Miss J’s complained that Barclays Bank UK PLC acted irresponsibly when they lent to her and failed to take account of her gambling addiction. What happened Miss J first applied for a loan from Barclays in March 2012. She subsequently took further loans from them ... (2 pages)View decision -
Decision Reference DRN-2810873
26 May 2021 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2810873 The complaint Mrs B is unhappy that Vanquis Bank Limited approved her for a credit account that was unaffordable for her at that time. What happened In November 2015, Mrs B applied for a credit account with Vanquis. Her application was approved, and Vanquis issued Mrs B with a ... (3 pages)View decision -
Decision Reference DRN-5612286
18 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5612286 The complaint Mr S complains Santander UK Plc failed to intervene when he was spending compulsively. What happened Mr S made several large card payments to gambling companies, on the same day. Mr S felt Santander should have stepped in and challenged him over these payment... (2 pages)View decision -
Decision Reference DRN-5179983
10 Feb 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5179983 The complaint Mr K has complained that The Co-operative Bank Plc won’t refund transactions he says he didn’t make or otherwise authorise. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In March 2023, Mr K contacted The Co-op and ... (3 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 DRN4703299
22 Oct 2019 Zopa Limited Not upheldBanking and creditMr R’s complaint is that Zopa Limited irresponsibly approved a loan of £10,000 to him in August 2015 which it ought to have known would be unaffordable for him. He seeks a refund of interest on the loan and of charges that may have been applied for missed or late payments.backgroundOne of ... (3 pages)View decision -
Decision Reference DRN6288627
11 Sep 2017 Bank of Scotland Plc Not upheldBanking and creditMr B complains Bank of Scotland plc trading as Halifax (“Halifax”) gave him an unaffordable overdraft limit.backgroundBetween 30 November 2015 and 11 January 2016 Mr B made a number of online applications to increase the overdraft on his Halifax account to a limit of £... (2 pages)View decision -
Decision Reference DRN7968272
14 Jun 2017 Barclays Bank Plc Not upheldBanking and creditMr H, on behalf of himself and Mrs H, complains that Barclays Bank Plc has not treated them fairly, in that it allowed Mr H to repeatedly breach his overdraft limit and access his emergency borrowing facility; that it charged him for doing so and thereby exacerbated... (2 pages)View decision -
Decision Reference DRN-3613885
2 Aug 2022 Asgard Financial Services Limited UpheldConsumer CreditDRN-3613885 The complaint Mr H complains that Asgard Financial Services Limited irresponsibly lent to him. He says he couldn’t afford the loan and it shouldn’t have been lent. What happened Asgard lent a loan for £3,500 in December 2016, the loan was repaid over 24 monthly instalments of £... (2 pages)View decision -
Decision Reference DRN-5387833
9 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5387833 The complaint Mr S complains HSBC UK Bank Plc didn’t act responsibly in relation to gambling transactions he made between 2018 and 2022 or intervene despite clear signs of financial distress. What happened Mr S had an account with HSBC from 2018 and 2022. In February 2025 Mr... (2 pages)View decision
