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-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-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-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 DRN5765873
5 Feb 2021 Bank of Scotland Plc Not upheldBanking and creditMs A has complained Bank of Scotland plc, trading as Halifax, won’t refund a transaction she didn’t authorise. background In 2014 and 2015 Ms A received a couple of lump sum payments into her Halifax account. At least one of these – in December 2014 – was a pension credit. Ms A had been su... (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 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 DRN-5602876
17 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5602876 The complaint Mr L complains that Santander UK Plc failed to offer him support when he made several cash withdrawals from the same ATM at a casino. What happened In November 2023 Mr L took out a credit card with Santander. In or around August 2024 Mr L began to make cash wit... (2 pages)View decision -
Decision Reference DRN-2796068
4 May 2021 Loans 2 Go Limited UpheldConsumer CreditDRN-2796068 The complaint Mr S complains about a logbook loan provided to him by Loans 2 Go Limited, trading as Loans 2 Go, (“L2G”), which he says was unaffordable. What happened L2G provided Mr S with a loan of £5,000 in May 2015. The interest rate was 120%, (315.4% APR). The loan was to ... (6 pages)View decision -
Decision Reference DRN-4253646
3 Aug 2023 Oplo PL Ltd Not upheldConsumer CreditDRN-4253646 The complaint Mr G complains that Oplo PL Ltd trading as Oplo lent to him irresponsibly. What happened In February 2022 Mr G applied for a loan. Oplo approved the application and gave Mr G a loan for £5000 repayable over 60 months. In December 2022 Mr G applied for a second loa... (2 pages)View decision -
Decision Reference DRN-5501648
7 Jul 2025 Everyday Lending Limited UpheldConsumer CreditDRN-5501648 The complaint Mr D complains that Everyday Lending Limited lent to him without carrying out sufficient affordability checks on the additional £1,000 over and above the £5,000 he’d applied for. What happened Mr D took one loan and here is a brief table showing some details. A... (6 pages)View decision
