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 DRN6650736
9 Jul 2013 Nationwide Building Society Not upheldBanking and creditsummary of complaintMr B complains that Nationwide Building Society is holding him liable for disputed transactions which occurred using his debit card. background The following activity is relevant to this complaint: On 15 February an online gambling account was set up using... (2 pages)View decision -
Decision Reference DRN5450063
20 Jun 2013 National Westminster Bank Plc Not upheldBanking and creditMr K says National Westminster Bank Plc lent to him irresponsibly when he was a vulnerable adult student with a gambling addiction. backgroundThe lending took place under the bank’s ‘professional trainee loan’ scheme. This scheme was ‘aimed at helping full time students meet their study... (2 pages)View decision -
Decision Reference DRN-5214192
16 Dec 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5214192 The complaint Mrs B, via her representative, has complained that HSBC UK Bank Plc acted irresponsibly when it provided her access to multiple forms of credit. Mrs B applied for a credit card, two loans and an overdraft facility from HSBC. This decision will only consider wh... (4 pages)View decision -
Decision Reference DRN-4390956
21 Dec 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4390956 Complaint Mr G is unhappy that Metro Bank PLC (trading as RateSetter) loaded a Cifas marker against his name. Background In October 2021, Mr G applied for a loan with RateSetter. His first payment was due on 1 November 2021 but he didn’t make it. RateSetter contacted him about ... (2 pages)View decision -
Decision Reference DRN7111817
20 Mar 2019 Greenlight Credit Ltd UpheldBanking and creditMr S complains that Greenlight Credit Ltd lent to him irresponsibly because it should have been aware through the checks it completed that he had a gambling problem. backgroundMr S applied for a log book loan with Greenlight in September 2017. He borrowed £4,000 and ... (5 pages)View decision -
Decision Reference DRN-2635905
3 Mar 2021 Loans 2 Go Limited UpheldConsumer CreditDRN-2635905 The complaint Mr W complains that the loan he had from Loans 2 Go Limited was unaffordable to him. What happened Mr W took out a fixed sum loan with Loans 2 Go on 17 May 2019. He borrowed £500 and was due to repay £114.28 monthly for 18 months, finishing on 30 October 2020. Mr ... (3 pages)View decision -
Decision Reference DRN-3700689
13 Sep 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3700689 The complaint Mr B has complained that Santander UK Plc held him liable for a transaction which he says he didn’t make or otherwise authorise, and that they closed his account. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In Febru... (4 pages)View decision -
Decision Reference DRN-4691845
29 Nov 2024 Spreadex Limited UpheldInvestmentsDRN-4691845 The complaint Mr R complains that Spreadex Limited allowed him to spread-bet when it knew or should’ve known he had a gambling addiction. This caused him to suffer significant financial losses. What happened In April 2021 Mr R opened a fixed odds betting account and a spread-... (23 pages)View decision -
Decision Reference DRN-2679865
6 Apr 2021 Everyday Lending Limited Not upheldConsumer CreditDRN-2679865 The complaint Mr G complains that Everyday Lending Limited (trading as Everyday Loans) granted him a loan that was unaffordable for him. What happened In October 2015, Mr G took out a loan for £2,000 with Everyday Lending. The loan was to be repaid over 24 months with the repay... (2 pages)View decision -
Decision Reference DRN2028533
25 Oct 2017 Elevate Credit International Limited UpheldBanking and creditMr H complains that Elevate Credit International Limited (trading as Sunny) gave him instalment loans he couldn’t afford. He wants a refund with interest.backgroundMr H had 20 loans from Sunny between April 2015 and February 2017. He said proper checks would have shown ... (2 pages)View decision
