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 DRN-2810873
26 May 2021 Vanquis Bank Limited UpheldBanking and PaymentsDRN-2810873 The complaint Mrs B is unhappy that Vanquis Bank Limited approved her for a credit account that was unaffordable for her at that time. What happened In November 2015, Mrs B applied for a credit account with Vanquis. Her application was approved, and Vanquis issued Mrs B with a ... (3 pages)View decision -
Decision Reference DRN1269679
8 Oct 2019 Barclays Bank UK PLC Not upheldBanking and creditMr M complains that Barclays Bank UK PLC trading as Barclaycard irresponsibly increased the credit limit on his credit card account to a level that was unaffordable.backgroundMr M says Barclaycard irresponsibly increased his credit card limit and ignored his ability to repay the debt and h... (3 pages)View decision -
Decision Reference DRN0544499
22 Apr 2015 MBNA Limited Not upheldBanking and creditMr O complains that MBNA Limited is holding him responsible for a debt he says isn’t his. The debt came about after a number of credits and debits were made to his credit card account. Mr O wants MBNA to put his account right and remove any damaging information... (3 pages)View decision -
Decision Reference DRN-3677669
15 Sep 2022 Barclays Bank UK PLC Not upheldConsumer CreditDRN-3677669 The complaint Miss J’s complained that Barclays Bank UK PLC acted irresponsibly when they lent to her and failed to take account of her gambling addiction. What happened Miss J first applied for a loan from Barclays in March 2012. She subsequently took further loans from them ... (2 pages)View decision -
Decision Reference DRN-5348698
24 Feb 2025 TSB Bank plc UpheldConsumer CreditDRN-5348698 The complaint Mr S complains that TSB Bank plc was irresponsible in its lending to him. What happened Mr S was provided with a £8,000 fixed sum loan agreement by TSB in September 2023. The loan term was 60 months and Mr S was required to make monthly repayments of £215.53. H... (4 pages)View decision -
Decision Reference DRN5887785
22 Apr 2014 Bank of Scotland Plc Not upheldBanking and creditMrs W, represented by her husband, complains Bank of Scotland plc (trading as Halifax) won’t refund payments Mrs W made to gambling websites when she was ill.backgroundMrs W made many payments to gambling websites at a time when she was experiencing ill health. The medication she was tak... (1 page)View decision -
Decision Reference DRN-4485201
1 Dec 2023 Fairscore Ltd Not upheldConsumer CreditDRN-4485201 The complaint Mr F complains that Fairscore Ltd trading as Updraft (“Updraft”) irresponsibly gave him a loan he couldn’t afford to repay. What happened In May 2022, Mr F applied for a loan with Updraft. His application was approved, and he was given a loan of £6,000. Mr F was r... (3 pages)View decision -
Decision Reference DRN-5903854
6 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5903854 The complaint Mr W complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) didn’t raise chargebacks for him for transactions that took place on his account. Mr W also complains that Virgin Money failed to offer support to him as a vulnerable customer and ... (4 pages)View decision -
Decision Reference DRN-3444931
10 Jun 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3444931 The complaint Mr B is unhappy that Barclays Bank UK PLC hasn’t refunded debit card transactions he says he didn’t make or otherwise authorise. What happened Mr B disputes gambling transactions paid from his account from 6 June 2019 until 23 July 2020, all with the same gambling... (3 pages)View decision -
Decision Reference DRN-5179983
10 Feb 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5179983 The complaint Mr K has complained that The Co-operative Bank Plc won’t refund transactions he says he didn’t make or otherwise authorise. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In March 2023, Mr K contacted The Co-op and ... (3 pages)View decision