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-5248380
3 Feb 2025 Plata Finance Limited UpheldConsumer CreditDRN-5248380 The complaint Mr S complains that Plata Finance Limited, lent to him irresponsibly and without carrying out proper affordability checks. What happened In June 2024 Plata approved a loan of £7,500 for Mr S, which was scheduled to be repaid at just over £225 per month over a t... (4 pages)View decision -
Decision Reference DRN1373662
1 Feb 2018 Casheuronet UK LLC UpheldBanking and creditMr M complains that CashEuroNet UK LLC, trading as Pounds to Pocket, gave him loans he couldn’t afford to repay.backgroundMr M took out the following instalment loans from Pounds to Pocket:date£ amount borroweddate repaid16 June 2013450top-up10 April 2014450top-up31 M... (3 pages)View decision -
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-4408316
3 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4408316 The complaint Mr K complains Monzo Bank Ltd irresponsibly lent him money on a loan, overdraft and a credit card account when he was gambling heavily. What happened In May 2022 Mr K applied for: A loan for £2,300 to be repaid over 12 months – applied for on 8 May 2022 A £2,000... (3 pages)View decision -
Decision Reference DRN-2811901
9 Jun 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2811901 The complaint Mr B complains that Capital One (Europe) plc increased his credit limit without conducting proper checks. He’s explained that this was irresponsible as it was clear the credit card was being used for his gambling addiction. What happened Mr B took out a credit car... (3 pages)View decision -
Decision Reference DRN-3506353
30 May 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3506353 The complaint Mr P’s complaint is about Barclays Bank UK PLC (trading as Barclaycard) not refunding payments he made on an online casino website. What happened The circumstances of this complaint are well known to both parties, so I will not repeat them all again here in detail... (3 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 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 DRN-4972299
2 Sep 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4972299 Complaint Mr P complains that BMW Financial Services (GB) Limited (trading as “Alphera” Financial Services) unfairly entered into a hire purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and he shouldn’t have been lent to. ... (4 pages)View decision -
Decision Reference DRN-1794289
1 Jun 2020 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1794289 The complaint Mr H complains that The Royal Bank of Scotland Plc won't refund a series of payments made on the same day to two different online gambling businesses. He says he neither made the payments himself nor authorised anyone else to do so. What happenedIn April 2019... (3 pages)View decision
