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-4546945
21 Mar 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4546945 The complaint Mr E complains American Express Services Europe Limited (AmEx): Allowed a significant amount of gambling transactions on his Platinum card and won’t write the remaining debt off Won’t write off the debt on what I’ll refer to as his Other card in recognition of t... (4 pages)View decision -
Decision Reference DRN9919027
2 Mar 2020 Skrill Limited Not upheldBanking and creditMr I complains that Skrill Limited won’t refund £3,200 to his account. He received this amount into the account, transferred from someone he knew, but all the funds were then transferred to a gambling company on the same day. Mr I says he never made those transfers out and Skrill should cr... (3 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-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 -
Decision Reference DRN4703299
22 Oct 2019 Zopa Limited Not upheldBanking and creditMr R’s complaint is that Zopa Limited irresponsibly approved a loan of £10,000 to him in August 2015 which it ought to have known would be unaffordable for him. He seeks a refund of interest on the loan and of charges that may have been applied for missed or late payments.backgroundOne of ... (3 pages)View decision -
Decision Reference DRN-4348631
5 Oct 2023 Lendable Ltd UpheldConsumer CreditDRN-4348631 The complaint Mr B complains Lendable Ltd lent to him irresponsibly. What happened Mr B took out a £3,000 loan with Lendable in July 2022, and the total amount he needed to repay was just over £5,000. The loan had a term of three years, and the monthly repayments were around £1... (4 pages)View decision -
Decision Reference DRN-5612286
18 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5612286 The complaint Mr S complains Santander UK Plc failed to intervene when he was spending compulsively. What happened Mr S made several large card payments to gambling companies, on the same day. Mr S felt Santander should have stepped in and challenged him over these payment... (2 pages)View decision -
Decision Reference DRN2578702
25 Oct 2017 Madison CF UK Limited Not upheldBanking and creditMr M complains that Madison CF UK Limited trading as 118118money.Com (“118118money.Com”) lent him money irresponsibly.backgroundIn March 2016 Mr M took a loan with 118118money.Com over a period of 24 months. On 6 July 2017 he complained to them about irresponsible len... (2 pages)View decision -
Decision Reference DRN-5415850
2 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5415850 The complaint Miss F complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) has unfairly held her liable for, and hasn’t refunded to her, transactions made on her NatWest account between March and June 2024. What happened The background to this complain... (2 pages)View decision -
Decision Reference DRN7968272
14 Jun 2017 Barclays Bank Plc Not upheldBanking and creditMr H, on behalf of himself and Mrs H, complains that Barclays Bank Plc has not treated them fairly, in that it allowed Mr H to repeatedly breach his overdraft limit and access his emergency borrowing facility; that it charged him for doing so and thereby exacerbated... (2 pages)View decision