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 4967 results
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Decision Reference DRN-4619223
21 Feb 2024 Commsave Credit Union Limited Not upheldConsumer CreditDRN-4619223 The complaint Miss C complains that Commsave Credit Union Limited (“Commsave”) ought not to have lent to her on two occasions as the lending was both unaffordable and irresponsible. What happened In February 2021 Miss C applied to Commsave for a loan. She borrowed £500 over a t... (4 pages)View decision -
Decision Reference DRN-2909498
15 Sep 2021 Barclays Bank UK PLC Not upheldConsumer CreditDRN-2909498 The complaint Mr K complains Barclays Bank UK Plc pressurised him into taking out a credit card when he had a gambling addiction. What happened In 2015, Mr M says he went into a Barclays branch to open an account and at the same time, he took out a credit card, with a credit li... (2 pages)View decision -
Decision Reference DRN-3551101
20 Jun 2022 TM Advances Limited UpheldConsumer CreditDRN-3551101 The complaint Mr B complains that three loans he took out with TM Advances Ltd were unaffordable and should not have been provided. What happened Mr B has a professional representative in bringing this complaint, but for clarity I’ll refer to their representations as his own. M... (4 pages)View decision -
Decision Reference DRN-3727850
17 Oct 2022 Starling Bank Limited Not upheldBanking and PaymentsDRN-3727850 The complaint Mr W complains that Starling Bank Limited won’t refund disputed payments made from his current account. What happened On 13 March 2021 a payment for £140 was made from Mr W’s current account to an online gambling company, he says he did not authorise this payment.... (2 pages)View decision -
Decision Reference DRN7727313
23 Dec 2015 Bank of Scotland Plc Not upheldBanking and creditMr M complained that Bank of Scotland plc, trading as Halifax, was irresponsible to lend him as much money as it did.backgroundMr M opened a credit card with Halifax in 2005. His credit limit was increased, and a significant balance built up. In summer 2015, Mr M... (3 pages)View decision -
Decision Reference DRN9432292
17 Jan 2017 Virgin Money plc Not upheldBanking and creditMr M complains that Virgin Money plc didn’t do enough to help him when he told the bank he was having difficulty with his money because of his gambling addiction. He wanted Virgin to reduce the limit on his credit card. And Mr M was upset that Virgin allowed othe... (2 pages)View decision -
Decision Reference DRN0011332
16 May 2018 Capfin Limited Not upheldBanking and creditMrs P says Capfin Limited, trading as ecashwindow, (“Capfin”) gave her loans she couldn’t afford to repay.backgroundI issued my provisional decision on this complaint on 27 April 2018. A copy is attached and it forms part of this final decision. The full background to the... (8 pages)View decision -
Decision Reference DRN-5362342
30 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5362342 The complaint Mr C complains that HSBC UK Bank PLC (“HSBC”) failed to refund transactions he didn’t recognise. What happened Between October 2021 and September 2022 Mr C was in prison and was unable to use his account. He’s said that he secured his card at his home and kept ... (4 pages)View decision -
Decision Reference DRN-4444965
7 Dec 2023 Nationwide Building Society Not upheldConsumer CreditDRN-4444965 Complaint Mr C has complained about a personal loan Nationwide Building Society (“Nationwide”) provided to him. He’s in effect said that Nationwide lent to him even though it ought to have realised that he would use the funds advanced for gambling. Background Mr C has also sepa... (5 pages)View decision -
Decision Reference DRN-1807731
10 Jul 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1807731 The complaintMr K complains that HSBC UK Bank Plc irresponsibly increased his overdraft facility that became unaffordable. What happenedMr K says HSBC increased his overdraft facility to £5,000 in 2013 when he was in financial difficulties. He says the lending was irresponsible... (2 pages)View decision
