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 DRN4303842
13 Jun 2014 Barclays Bank Plc Not upheldBanking and creditMr S complains that Barclays Bank Plc unfairly holds him liable for disputed online transactions made on his account.backgroundThe transactions that Mr S disputes were all made at an online gambling site, using the details of Mr S’s debit card. The debit card was newly issued, and Mr S ... (2 pages)View decision -
Decision Reference DRN1403859
18 Feb 2020 Commsave Credit Union Limited UpheldBanking and creditMr F’s complaint against Commsave Credit Union Limited (Commsave) is that it continued to irresponsibly lend to him after he told it about his gambling addiction. backgroundMr M had a loan with Commsave. On 17 February 2015, he notified it that he had a gambling addiction; was in financial... (2 pages)View decision -
Decision Reference DRN-5393729
7 Apr 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5393729 The complaint Mr M complained because Nationwide Building Society refused to refund him for transactions he said he hadn’t authorised. What happened In early October 2024, Mr M was on holiday abroad. On 5 October, he checked his online banking, and saw two debits to a gambl... (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-4279800
2 Nov 2023 East End Fair Finance Limited Not upheldConsumer CreditDRN-4279800 The complaint Mr E complains that East End Fair Finance Limited, trading as Fair Finance, lent to him irresponsibly when it provided him with two loans which he says he couldn’t afford. What happened Mr E took out a loan agreement with Fair Finance for £130 in February 2021. He... (3 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 DRN9919027
2 Mar 2020 Skrill Limited Not upheldBanking and creditMr I complains that Skrill Limited won’t refund £3,200 to his account. He received this amount into the account, transferred from someone he knew, but all the funds were then transferred to a gambling company on the same day. Mr I says he never made those transfers out and Skrill should cr... (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 DRN4265594
24 Mar 2016 The Royal Bank of Scotland Plc Not upheldBanking and creditMr S complains that The Royal Bank of Scotland Plc has held him liable for disputed transactions on his account. backgroundMr S complained to RBS that he didn’t make or authorise several gambling transactions on his account in November 2015. Those transactions together a... (2 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
