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 5795 results
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Decision Reference DRN-2885990
23 Jun 2021 TSB Bank plc Not upheldBanking and PaymentsDRN-2885990 The complaint Miss D has complained that TSB Bank plc won’t refund her for disputed transactions she didn’t make or authorise. What happened Miss D had a current account with TSB. Between November 2019 and May 2020, a series of transactions were made to three gambling websites... (3 pages)View decision -
Decision Reference DRN-2955112
23 Sep 2021 Everyday Loans Limited UpheldConsumer CreditDRN-2955112 The complaint Mr C has complained that Everyday Loans Limited (ELL) irresponsibly lent him two loans. What happened In August 2019 ELL agreed a £1,500 loan to Mr C. This was due to be repaid over 18 months with a monthly repayment of £144.25. This loan was repaid in full in la... (4 pages)View decision -
Decision Reference DRN0921405
21 May 2014 Sporting Index Limited Not upheldInvestment and pensionsMr L’s complaint relates to the reopening of his spread-betting account with Sporting Index Limited in 2012. Mr L considers that Sporting Index should have been aware that he had a problem with gambling, and therefore should not have allowed him to use its service again. backgroundMr L he... (2 pages)View decision -
Decision Reference DRN-1651501
3 Jul 2020 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1651501ComplaintMr J complains that Bank of Scotland plc trading as Halifax (BOS) didn’t do enough to prevent him from excessive gambling on his credit card and bank account. BackgroundMr J has a credit card and current account with BOS and over a two week period he made several transa... (2 pages)View decision -
Decision Reference DRN-2669214
10 Mar 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2669214 Complaint Mr T is unhappy that Barclays Bank Plc is holding him liable for a series of transactions he says he didn’t authorise. Background In January and February 2020, a series of transactions were made from Mr T’s account to a gambling account that had been set up in the nam... (6 pages)View decision -
Decision Reference DRN8620286
16 May 2017 Barclays Bank Plc Not upheldBanking and creditMr L complains about the loans he took out with Barclays Bank Plc. He complains that Barclays shouldn’t have given him the loans because of his mental health problems. backgroundIn August 2016, Mr L applied for four loans using Barclays’ mobile app. The loans w... (3 pages)View decision -
Decision Reference DRN-5366738
24 Mar 2025 Monzo Bank Ltd UpheldConsumer CreditDRN-5366738 The complaint Mr C has complained that Monzo Bank Ltd acted irresponsibly when provided him with a £10,000 loan in March 2024. Background Mr C has a number of accounts with Monzo. In March 2019 he disclosed to the bank that he had a compulsive spending problem that can resul... (4 pages)View decision -
Decision Reference DRN-5956534
23 Mar 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-5956534 The complaint Mrs V has complained about how Lendable Ltd trading as Zable (Zable) handled her refund claims. What happeneds The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving ... (2 pages)View decision -
Decision Reference DRN-3386104
31 Mar 2022 Oplo HL Ltd UpheldMortgagesDRN-3386104 The complaint Mr and Mrs M complain that Oplo HL Ltd (then trading as 1st Stop Home Loans Limited) was irresponsible to lend to them. What happened Mr and Mrs M took out a loan of £10,000 with Oplo in early 2015. They told Oplo they intended to use the loan to repay mortgage ar... (6 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