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
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Decision Reference DRN8276150
2 Dec 2019 Nationwide Building Society Not upheldBanking and creditMr I complains that Nationwide Building Society won’t refund transactions he says he didn’t make from his account.backgroundMr I disputes a total of £12,918 of payments made to an online gambling company from his bank account. He says that he never registered with this company. The payment... (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-4270554
8 Sep 2023 Step One Finance Limited UpheldMortgagesDRN-4270554 The complaint Mrs C complains that Step One Finance Limited irresponsibly lent her a second charge mortgage (secured loan). She says that Step One didn’t carry out proper checks and didn’t identify that she was spending compulsively on gambling which would have impacted her abi... (8 pages)View decision -
Decision Reference DRN5529858
8 May 2017 Uncle Buck Finance LLP Not upheldBanking and creditMr O complains Uncle Buck Finance LLP lent him money he couldn’t afford to repay.backgroundMr O took out five loans with Uncle Buck, of which four were instalment loans.date takenamountinstalmentshighest monthly paymentDate repaid19 April 2015£2500n/a30 April 20154 M... (3 pages)View decision -
Decision Reference DRN-5507989
30 Apr 2025 Bamboo Limited Not upheldConsumer CreditDRN-5507989 The complaint Miss D complains that Bamboo Limited irresponsibly lent her an unsecured loan. What happened Miss D took out a loan of £7,000 with Bamboo in January 2021. The loan was agreed over a term of two years with monthly payments of £392.51. The interest rate was a fix... (4 pages)View decision -
Decision Reference DRN-4916987
24 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4916987 The complaint and background Mr R complains Monzo Ltd (Monzo) won’t reimburse around £1,500 that he lost when he says he fell victim to a scam. Our investigator didn’t uphold the complaint. She initially set out that she wasn’t persuaded that the payments ought to have aler... (2 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 DRN0858968
2 Mar 2020 TSB Bank plc UpheldBanking and creditMiss O complains that TSB Bank plc irresponsibly gave her an overdraft and later increased that overdraft limit.backgroundMiss O applied for an overdraft in August 2018 but TSB refused the application and told her that any lending would be irresponsible as she was spending her money on gam... (4 pages)View decision -
Decision Reference DRN4479596
19 Jul 2019 Barclays Bank UK PLC Not upheldBanking and creditMrs M complains that Barclays Bank UK PLC was irresponsible in its lending to her.backgroundMrs M took out a loan with Barclays in January 2019 which she applied for online. She says she has a gambling problem and that following significant losses she applied for the £50,000 loan. Mrs M sa... (3 pages)View decision
