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-3166255
29 Nov 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3166255 The complaint Mr K complains that Barclays Bank UK PLC (Barclays) didn’t reduce his overdraft limit. What happened Mr K had an overdraft limit of £2,000 with Barclays. In June 2021, he asked for it to be reduced to £500. Barclays wrote to him in June 2021 and August 2021 to say... (2 pages)View decision -
Decision Reference DRN-2909498
15 Sep 2021 Barclays Bank UK PLC Not upheldConsumer CreditDRN-2909498 The complaint Mr K complains Barclays Bank UK Plc pressurised him into taking out a credit card when he had a gambling addiction. What happened In 2015, Mr M says he went into a Barclays branch to open an account and at the same time, he took out a credit card, with a credit li... (2 pages)View decision -
Decision Reference DRN-3727850
17 Oct 2022 Starling Bank Limited Not upheldBanking and PaymentsDRN-3727850 The complaint Mr W complains that Starling Bank Limited won’t refund disputed payments made from his current account. What happened On 13 March 2021 a payment for £140 was made from Mr W’s current account to an online gambling company, he says he did not authorise this payment.... (2 pages)View decision -
Decision Reference DRN0011332
16 May 2018 Capfin Limited Not upheldBanking and creditMrs P says Capfin Limited, trading as ecashwindow, (“Capfin”) gave her loans she couldn’t afford to repay.backgroundI issued my provisional decision on this complaint on 27 April 2018. A copy is attached and it forms part of this final decision. The full background to the... (8 pages)View decision -
Decision Reference DRN9432292
17 Jan 2017 Virgin Money plc Not upheldBanking and creditMr M complains that Virgin Money plc didn’t do enough to help him when he told the bank he was having difficulty with his money because of his gambling addiction. He wanted Virgin to reduce the limit on his credit card. And Mr M was upset that Virgin allowed othe... (2 pages)View decision -
Decision Reference DRN7727313
23 Dec 2015 Bank of Scotland Plc Not upheldBanking and creditMr M complained that Bank of Scotland plc, trading as Halifax, was irresponsible to lend him as much money as it did.backgroundMr M opened a credit card with Halifax in 2005. His credit limit was increased, and a significant balance built up. In summer 2015, Mr M... (3 pages)View decision -
Decision Reference DRN-5191311
14 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5191311 The complaint Mr S has complained that HSBC UK Bank Plc acted irresponsibly when it provided him with a credit card, and linked limit increases between 2006 and 2012. Background Mr S applied for a credit card with HSBC in 2006. He has explained that by this time he had devel... (4 pages)View decision -
Decision Reference DRN2879297
2 Feb 2021 Everyday Lending Limited UpheldBanking and creditMr G complains that Everyday Lending Limited (“ELL”) lent to him in an irresponsible manner. background Mr G was given two loans by ELL in May 2014 and June 2015. The first loan, for £3,453, was due to be repaid over 18 months. But in June 2015 Mr G refinanced that loan and took some addit... (4 pages)View decision -
Decision Reference DRN7126222
28 Feb 2020 HSBC UK Bank Plc UpheldBanking and creditMiss J complains that HSBC UK Bank plc won’t refund debit card transactions that she says she didn’t make or authorise.backgroundMiss J told HSBC that she didn’t recognise a number of transactions made online using her debit card at the end of October and beginning of November 2017. They e... (4 pages)View decision -
Decision Reference DRN-4444965
7 Dec 2023 Nationwide Building Society Not upheldConsumer CreditDRN-4444965 Complaint Mr C has complained about a personal loan Nationwide Building Society (“Nationwide”) provided to him. He’s in effect said that Nationwide lent to him even though it ought to have realised that he would use the funds advanced for gambling. Background Mr C has also sepa... (5 pages)View decision
