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-5453445
22 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5453445 The complaint Mr H complains Barclays Bank UK PLC allowed him to compulsively spend whilst an IT outage was going on, and left him without money for essentials. What happened Barclays had an IT outage, beginning 31 January 2025 and ending 2 February 2025. Mr H says he call... (4 pages)View decision -
Decision Reference DRN6824033
20 Apr 2021 Bank of Scotland Plc UpheldBanking and creditMr C complains that Bank of Scotland plc, trading as Halifax (“Halifax”) should not have provided him with loans, an overdraft and a credit card over a number of years. background On 12 February 2021, I issued a provisional decision upholding this complaint. I attach a copy of that provisi... (17 pages)View decision -
Decision Reference DRN-3469417
27 Jul 2022 Bank of Scotland Plc Not upheldConsumer CreditDRN-3469417 The complaint Mr S is unhappy that Bank of Scotland plc, trading as Halifax, approved him for a loan irresponsibly in 2015 and should have been aware of his gambling addiction at that time. What happened In March 2015, Mr S applied to Halifax for a personal loan for £4,000 to b... (3 pages)View decision -
Decision Reference DRN-3284985
2 Mar 2022 Everyday Lending Limited Not upheldConsumer CreditDRN-3284985 The complaint Mr P complained about a loan Everyday Lending Limited trading as Everyday Loans provided to him. He said the lender didn’t check properly that the loan was affordable and given the evidence it saw that he was gambling, Everyday Loans should’ve realised his vulnera... (4 pages)View decision -
Decision Reference DRN6729238
22 Oct 2019 Barclays Bank UK PLC Not upheldBanking and creditMiss L complains that Barclays Bank UK PLC won’t refund a number of payments taken from her account using her debit cards, which she says she didn’t make or authorise.backgroundIn November 2017 Miss L told Barclays that there were numerous transactions on her account that she didn’t author... (3 pages)View decision -
Decision Reference DRN3324389
9 Nov 2018 Lloyds Bank PLC Not upheldBanking and creditMr P is unhappy that Lloyds Bank PLC prevented him putting money into his online gambling account. Mr P believes that because of this he lost out on a winning bet. backgroundI issued my provisional decision, which forms part of, and is attached to, this decision on t... (4 pages)View decision -
Decision Reference DRN4662704
18 Dec 2017 WDFC UK Limited UpheldBanking and creditMr L complains that WDFC UK Limited trading as Wonga.com was irresponsible to lend him money that he couldn’t afford to repay.backgroundMr L took out 28 payday loans and 19 top-ups between December 2013 and February 2016. He says it was irresponsible of Wonga to agree ... (3 pages)View decision -
Decision Reference DRN-4732927
6 Aug 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4732927 The complaint Mr K is complaining that Bank of Scotland plc won’t refund payments he says he made as part of a scam. He’s also unhappy with how Bank of Scotland plc dealt with things after he reported the disputed payments. What happened Mr K holds a current account with Ban... (3 pages)View decision -
Decision Reference DRN8720382
12 Feb 2021 Everyday Lending Limited UpheldBanking and creditMr C complains that Everyday Lending Limited (“ELL”) lent to him in an irresponsible manner. background Mr C was given a single loan by ELL. He borrowed £1,500 in July 2016 that he agreed to repay in 24 monthly instalments. Mr C’s complaint has been assessed by one of our adjudicators. Whi... (4 pages)View decision -
Decision Reference DRN-5818865
16 Dec 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5818865 The complaint Mr E complains that HSBC UK Bank Plc didn’t do enough to prevent gambling-related harm, and that it lent to him irresponsibly. What happened In December 2019, Mr E applied for a loan with HSBC. His application was approved, and the funds were drawn down; Mr E ... (4 pages)View decision