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
-
Decision Reference DRN-4258543
21 Jul 2023 Equals Money UK Limited Not upheldBanking and PaymentsDRN-4258543 The complaint Mr K is unhappy that Equals Money UK Limited trading as Card One Money (“COM”) won’t refund money he lost to a scam. What happened Mr K used his COM card to make a series of deposits with an online casino over six months totalling around £34,000. That casino wasn’... (3 pages)View decision -
Decision Reference DRN-5003347
4 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5003347 The complaint Mr H complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing him with an overdraft facility he says he couldn’t afford. What happened Mr H was given an overdraft with his Monzo account in April 2022. The overdraft limit was £150. Mr H complai... (3 pages)View decision -
Decision Reference DRN1200600
29 Mar 2018 Nationwide Building Society UpheldBanking and creditMr R complains that Nationwide Building Society would not refund payments he says he did not make.backgroundMr R reported pending card payments to an online gambling company as fraudulent on 16 May 2017. Nationwide raised a visa dispute. This was defended by the onli... (2 pages)View decision -
Decision Reference DRN-4925204
30 Oct 2024 Metro Bank PLC UpheldConsumer CreditDRN-4925204 The complaint Mr D complains that Metro Bank PLC, trading as RateSetter, failed to carry out appropriate affordability checks and failed to stress test his ability to repay, when he applied for two loans. What happened The details of this complaint have been set out by the i... (4 pages)View decision -
Decision Reference DRN-4350347
15 Sep 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4350347 The complaint Mr B complains that Lloyds Bank PLC (“Lloyds”) failed to refund transactions he says he didn’t make from his account and that it failed to provide support after informing it of his gambling concerns. What happened The details of this complaint are well known to bo... (5 pages)View decision -
Decision Reference DRN7731962
15 Mar 2018 Western Circle Limited UpheldBanking and creditMr S complains that Western Circle Limited gave him loans that he couldn’t afford to repay. He asks that it refunds interest and charges.backgroundMr S took out eight loans with Western Circle between July 2015 and January 2017. He says Western Circle was irresponsible to... (3 pages)View decision -
Decision Reference DRN8766803
15 May 2017 Zopa Limited Not upheldBanking and creditMr B complains that Zopa Limited (Zopa) was irresponsible when it lent him money in July and September 2016. Mr B is represented in this complaint by Ms C.backgroundIn mid July 2016, Mr B applied for a loan from Zopa for just over £2,000 to be repaid over two ... (4 pages)View decision -
Decision Reference DRN-2683261
18 Mar 2021 Step One Finance Limited UpheldMortgagesDRN-2683261 The complaint Mr S complains that the consolidation loan he took out with Step One Finance Limited was unaffordable. He asks that fees and interest are refunded, with interest. What happened Mr S took out a loan with Step One in late 2015 for about £42,500. The loan was secured... (4 pages)View decision -
Decision Reference DRN9140278
9 Dec 2020 Barclays Bank UK PLC Not upheldBanking and creditMs B has complained Barclays Bank UK PLC won’t refund her for gambling transactions on her current account which she didn’t make. background In November 2017 Ms B complained to Barclays that there were a large number of gambling transactions on her account she didn’t make. These amounted t... (3 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
