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 5478 results
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Decision Reference DRN3077576
19 Dec 2017 Nationwide Building Society Not upheldBanking and creditMs L complains that Nationwide Building Society won’t refund a number of payments taken from her account using her debit card, which she says she didn’t make or authorise.backgroundMs L disputes 20 debit card payments to an online gambling account, totalling £200. Sh... (2 pages)View decision -
Decision Reference DRN-4605682
7 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4605682 The complaint Mr C complained because Nationwide Building Society refused to refund him for transactions he said he didn’t make. What happened On 5 December 2022, Mr C rang Nationwide. He said his phone had been hijacked by malware a few days earlier, and there were some paymen... (3 pages)View decision -
Decision Reference DRN-4757537
5 Jun 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4757537 The complaint Mr B says HSBC UK Bank Plc irresponsibly lent to him. What happened Mr B complains about two loans he took out from HSBC. The first (loan 1) was for £15,000 over 48 months on 15 January 2022 and the monthly repayments were £333.67. Loan 1 was used in part to settl... (3 pages)View decision -
Decision Reference DRN-5613166
6 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5613166 The complaint Miss D complains about the way in which Bank of Scotland plc handled a large number of chargeback requests in connection with payments to online gambling sites. She says too that the bank should have identified from the activity that she was a vulnerable custom... (3 pages)View decision -
Decision Reference DRN-5762617
10 Sep 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5762617 The complaint Mr S complains that Lendable Ltd trading as Zable (“Zable”) failed to pursue a chargeback. What happened On 1 March Mr S made a payment of £500.88 using his Zable credit card to an online gambling business I will call D. However, he noticed that the money was s... (3 pages)View decision -
Decision Reference DRN-4348631
5 Oct 2023 Lendable Ltd UpheldConsumer CreditDRN-4348631 The complaint Mr B complains Lendable Ltd lent to him irresponsibly. What happened Mr B took out a £3,000 loan with Lendable in July 2022, and the total amount he needed to repay was just over £5,000. The loan had a term of three years, and the monthly repayments were around £1... (4 pages)View decision -
Decision Reference DRN-4511519
14 Dec 2023 247 Money Group Limited UpheldConsumer CreditDRN-4511519 The complaint Miss T is complaining about 247 Money Group Limited (247). She says they shouldn’t have lent to her as the repayments were unaffordable. What happened In February 2021, Miss T took out a hire purchase agreement with 247 to finance the purchase of a car. She paid n... (4 pages)View decision -
Decision Reference DRN6897373
5 Dec 2013 PayPal Sarl & Cie, SCA Not upheldBanking and creditMiss W complains that PayPal Sarl & Cie, SCA has not refunded transactions that she says she did not make or authorise.backgroundMiss W used a gambling website to place a number of bets. She paid the stakes to the bookmaker from her PayPal account, which was fed by her bank account... (2 pages)View decision -
Decision Reference DRN-4233356
11 Dec 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4233356 Complaint Ms M is unhappy that Lloyds Bank PLC (“Lloyds”) didn’t do more to stop her from gambling when she had a problem between September 2016 and July 2017. Background In January 2023, Ms M complained to Lloyds to say that it didn’t do enough to help during a difficult perio... (3 pages)View decision -
Decision Reference DRN7106583
24 Nov 2016 Indigo Michael Limited Not upheldBanking and creditMr G complains that Indigo Michael Limited gave him loans he couldn’t afford to repay. He asks that the balance is written off and the loans are removed from his credit files.backgroundMr G took seven loans from IML between 31 March and 1 May 2014. While IML didn’t ... (3 pages)View decision