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 4576 results
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Decision Reference DRN-3930374
23 Feb 2024 CMC Spreadbet Plc Not upheldInvestmentsDRN-3930374 The complaint Mr T complains that CMC Spreadbet Plc ignored warnings he had a gambling addiction while incentivising him to continue betting. He says that among other things it also allowed him to fund his betting with credit, manipulated markets and provided different pricing ... (4 pages)View decision -
Decision Reference DRN9417354
23 Jan 2020 Nationwide Building Society Not upheldBanking and creditMr H is unhappy with Nationwide Building Society’s decision to not refund transactions he says he didn’t make or authorise from February to May 2018.Mr H has another complaint with this service relating to other disputed transactions, beginning in August and October 2017. I’ll issue a sepa... (4 pages)View decision -
Decision Reference DRN-2274716
3 Nov 2020 NewDay Ltd UpheldBanking and PaymentsDRN-2274716 The complaint Mrs C complains that NewDay Ltd trading as Aqua (‘NewDay’) acted irresponsibly when they provided her a credit card in February 2017. Mrs C also complains that NewDay didn’t consider her gambling addiction when offering her the card. What happened Mrs C applied fo... (3 pages)View decision -
Decision Reference DRN9490434
11 Sep 2019 Global Kapital Group Ltd Not upheldBanking and creditMr R says Global Kapital Group Ltd (trading as MyKredit) lent to him irresponsibly.backgroundMr R had seven loans with MyKredit between January and June 2017. Our adjudicator thought MyKredit had acted irresponsibly by approving all of these loans. This was because MyKredit had carried out... (3 pages)View decision -
Decision Reference DRN-4506513
15 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4506513 The complaint Mr L complains that Santander UK Plc (“Santander”) refused to raise chargeback claims in respect of money held with two gambling merchants. What happened Mr L contacted Santander in February 2023 asking for help in retrieving money he’d deposited with two gambling... (3 pages)View decision -
Decision Reference DRN-4108587
29 Jun 2023 Shelby Finance Ltd Not upheldConsumer CreditDRN-4108587 The complaint Miss T complains that Shelby Finance Limited, trading as Dot Dot loans, lent to her when she could not afford it. What happened Using records provided by Shelby, here is a loan table: Loan Approved Amount Term and repay closed Credit file – 1 17 Oct 2020 £200 3 x ... (5 pages)View decision -
Decision Reference DRN-3342270
1 Mar 2022 Christian Paul Gachet UpheldConsumer CreditDRN-3342270 The complaint Miss R has complained that Christian Paul Gachet trading as Easylogbookloans.tv (“ELBL”) was irresponsible to have agreed credit for her. What happened ELBL provided Miss R with a loan of £1,000 in May 2017. The total amount of £2,050, including interest and charg... (4 pages)View decision -
Decision Reference DRN-4216809
12 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4216809 The complaint Mr M complains that Santander UK Plc (“Santander”) acted irresponsibly in giving him a credit card with a £2,400 credit limit. What happened Santander opened a credit card for Mr M in December 2018 and gave him a credit limit of £2,400. Mr M already had a basic ba... (3 pages)View decision -
Decision Reference DRN-4865418
24 Jun 2024 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-4865418 The complaint Mr B complains that Brent Shrine Credit Union Limited trading as My Community Bank was irresponsible in its lending to him. He wants all interest fees and charges removed from his loan so that he is only liable for repaying the amount borrowed. What happened Mr B ... (5 pages)View decision -
Decision Reference DRN5298117
17 Dec 2019 Bank of Scotland Plc Not upheldBanking and creditMr Q is unhappy with Bank of Scotland plc’s decision to hold him responsible for transactions on his current account which he says he didn’t make or authorise.backgroundMr Q contacted Bank of Scotland at the end of July 2017 after he was unable to withdraw money from a cash machine due to ... (4 pages)View decision
