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 DRN-4487570
30 Nov 2023 National Westminster Bank Plc Not upheldConsumer CreditDRN-4487570 The complaint Miss C complains that National Westminster Bank Plc (NatWest) was irresponsible to lend to her on several occasions. What happened NatWest agreed five loans for Miss C between October 2017 and May 2022. I’ve summarised some of the information it provided about the... (6 pages)View decision -
Decision Reference DRN-4447454
9 Nov 2023 247 Money Group Limited UpheldConsumer CreditDRN-4447454 The complaint Mr A complains that 247 Money Group Limited trading as 247Money (247Money) irresponsibly mis-sold him a hire purchase agreement he couldn’t afford. Mr A is represented in this complaint by a claims management company but, for ease, I’ll refer to Mr A directly thro... (6 pages)View decision -
Decision Reference DRN2019987
9 Oct 2017 Lloyds Bank PLC Not upheldBanking and creditMr H complains that Lloyds Bank PLC has refused to refund some disputed transactions. Mr H says he is the victim of fraud and he wants Lloyds to refund the money.backgroundMr H says he contacted Lloyds in April 2017 because he’d noticed some transactions on his curr... (2 pages)View decision -
Decision Reference DRN-2765534
17 Aug 2021 TM Advances Limited UpheldConsumer CreditDRN-2765534 The complaint Mr W complains that TM Advances Limited irresponsibly lent him two loans. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my decisi... (2 pages)View decision -
Decision Reference DRN-3141894
15 Dec 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3141894 The complaint Mr S complains about the level of support provided by Barclays Bank UK PLC trading as Barclaycard (Barclaycard) when he got in to financial difficulties. What happened What Mr S says Mr S says that he has a Barclaycard and that over the years his credit limit and ... (3 pages)View decision -
Decision Reference DRN5765873
5 Feb 2021 Bank of Scotland Plc Not upheldBanking and creditMs A has complained Bank of Scotland plc, trading as Halifax, won’t refund a transaction she didn’t authorise. background In 2014 and 2015 Ms A received a couple of lump sum payments into her Halifax account. At least one of these – in December 2014 – was a pension credit. Ms A had been su... (3 pages)View decision -
Decision Reference DRN4637478
6 Mar 2020 Oakbrook Finance Limited Not upheldBanking and creditComplaintMr L says Oakbrook Finance Limited, trading as Likely Loans, shouldn’t have lent him money in 2018.BackgroundIn October 2018, Mr L borrowed £3,600 from Likely Loans. He would repay this amount, with interest, over 36 months at a monthly cost of £190.16. The total amount repayable ... (4 pages)View decision -
Decision Reference DRN-4707429
9 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4707429 The complaint Mr B has complained that National Westminster Bank Plc (NatWest) won’t refund transactions he says he didn’t make or otherwise authorise. What happened Between April and August 2023, Mr B’s NatWest account was occasionally used for gambling payments, made across t... (4 pages)View decision -
Decision Reference DRN-2312241
19 Jan 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2312241 The complaint Mr and Mrs G have complained that Bank of Scotland PLC trading as Halifax (“Halifax”) declined Mr G’s deposits to an online gambling site - which stopped him placing a winning bet. What happened Mr G enjoys playing roulette online. He funds this by making payment... (3 pages)View decision -
Decision Reference DRN3263958
22 Jan 2020 The Royal Bank of Scotland Plc Not upheldBanking and creditMr M complains The Royal Bank of Scotland Plc gave him a large overdraft facility in October 2017 even though he’d previously exceeded his overdraft limit on a number of occasions.backgroundMr M says he’d exceeded his overdraft limits in June, July, August and September 2017 and it should’... (2 pages)View decision
