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-4491839
8 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4491839 The complaint Mr M says NewDay Ltd, trading as BIP, incorrectly allowed gambling-related transactions to be made on his credit card account. He says NewDay’s actions caused him avoidable financial loss. What happened In February 2023, Mr M told NewDay he had a gambling addictio... (2 pages)View decision -
Decision Reference DRN-3776602
17 Nov 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3776602 The complaint Mr J complains that Nationwide Building Society has held him responsible for disputed transactions and registered a fraud prevention marker against him. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat th... (4 pages)View decision -
Decision Reference DRN-5665233
15 Jul 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5665233 The complaint Mr H is complaining that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) acted irresponsibly in lending to him. What happened In September 2024, Mr H applied for a loan with CCB. They lent him £5,000 over a three- year ter... (3 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 DRN-4005835
24 Apr 2023 Lloyds Bank PLC Not upheldConsumer CreditDRN-4005835 The complaint Mr B complains that Lloyds Bank PLC (“Lloyds”) lent to him irresponsibly when it gave him two loans that he says he couldn’t afford. What happened Mr B took out an unsecured loan for £16,000 with Lloyds in May 2017. The loan was repayable over five years at a cost... (4 pages)View decision -
Decision Reference DRN-5039141
21 Oct 2024 Modulr FS Limited Not upheldBanking and PaymentsDRN-5039141 The complaint Mr G has complained that Modulr FS Limited (trading as “Plutus”) unfairly refused to raise a chargeback when he made two payments and didn’t receive the service he’d paid for. What happened The background of this complaint is already known to both parties, so ... (3 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 -
Decision Reference DRN4303842
13 Jun 2014 Barclays Bank Plc Not upheldBanking and creditMr S complains that Barclays Bank Plc unfairly holds him liable for disputed online transactions made on his account.backgroundThe transactions that Mr S disputes were all made at an online gambling site, using the details of Mr S’s debit card. The debit card was newly issued, and Mr S ... (2 pages)View decision -
Decision Reference DRN-4279800
2 Nov 2023 East End Fair Finance Limited Not upheldConsumer CreditDRN-4279800 The complaint Mr E complains that East End Fair Finance Limited, trading as Fair Finance, lent to him irresponsibly when it provided him with two loans which he says he couldn’t afford. What happened Mr E took out a loan agreement with Fair Finance for £130 in February 2021. He... (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