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-2204830
16 Nov 2020 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2204830 The complaint Mr D complains that Capital One (Europe) plc, trading as Capital One, shouldn’t have approved his credit card application because of his poor credit history and his gambling addiction. What happened Mr D applied for a credit card with Capital One, and in May 2017 ... (3 pages)View decision -
Decision Reference DRN-5123571
4 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5123571 The complaint Mr O complains that Barclays Bank UK Plc (Barclays) closed his account and registered a Cifas marker against him without due cause. What happened Mr O opened a bank account with Barclays in September 2023 but in October 2023 Barclays closed this account without... (4 pages)View decision -
Decision Reference DRN-4954555
8 Aug 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4954555 The complaint Mr T is complaining about Clydesdale Bank Plc trading as Virgin Money because he says it lent irresponsibly when providing him with a credit card. He says it knew he had issues with gambling and shouldn’t have agreed to lend him more money. What happened On 25 ... (5 pages)View decision -
Decision Reference DRN-3700689
13 Sep 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3700689 The complaint Mr B has complained that Santander UK Plc held him liable for a transaction which he says he didn’t make or otherwise authorise, and that they closed his account. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In Febru... (4 pages)View decision -
Decision Reference DRN-1649369
20 Jun 2020 Lloyds Bank PLC Not upheldBanking and PaymentsThe complaint Miss P complains that Lloyds Bank Plc lent irresponsibly to her by allowing her overdraft to be increased significantly over short period. She would like charges and interest to be reimbursed. What happened Miss P had a current account with Lloyds. She made an application via... (2 pages)View decision -
Decision Reference DRN-5280930
23 Jan 2025 Madison CF UK Limited UpheldConsumer CreditDRN-5280930 The complaint Mr C complains that Madison CF UK Limited trading as 118 118 Money lent irresponsibly when it approved four loan applications he made between 2019 and 2023. What happened The background to this complaint and my initial conclusions were set out in a provisional... (4 pages)View decision -
Decision Reference DRN-1809593
11 Jul 2020 MBNA Limited Not upheldBanking and PaymentsThe complaint Miss B complains that MBNA Limited irresponsibly allowed her to open two credit card accounts that were unaffordable. What happened Miss B says MBNA should not have approved her credit card applications and should not have increased the credit limit on them. She says she was ... (2 pages)View decision -
Decision Reference DRN-1382022
17 May 2020 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1382022 The complaintMr G complains that The Royal Bank of Scotland Plc (RBS) allowed him an overdraft facility that was unaffordable and irresponsible. What happenedMr G says he opened the RBS account in late 2018 online and was given an overdraft facility of £750. He says he also app... (2 pages)View decision -
Decision Reference DRN-4527975
18 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4527975 The complaint Mr S complains that NewDay Ltd was irresponsible in its lending to him. What happened Mr S first raised his complaint in 2019 and says that he didn’t receive a response from NewDay at that time and when he raised this again NewDay said it wouldn’t reopen his compl... (3 pages)View decision -
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
