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-3443799
29 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3443799 The complaint Mr R complains NewDay Ltd irresponsibly provided him with a credit card. What happened NewDay approved Mr R for a credit card in October 2020. The initial limit was £250. This was later increased to £1,250. On both occasions (the initial application and the subseq... (4 pages)View decision -
Decision Reference DRN-5039211
13 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5039211 The complaint Mr B has complained HSBC UK Bank plc won’t refund him for transactions made on his account which he didn’t authorise. What happened On 14 December 2023 Mr B contacted HSBC to report numerous gambling transactions which he’d not made. He’d recently come back hom... (3 pages)View decision -
Decision Reference DRN3800383
11 Sep 2019 Santander UK Plc UpheldBanking and creditMr D complained that Santander UK Plc acted irresponsibly by lending him £7,000 without doing sufficient checks on his finances. Mr D has brought this complaint to our service with the support of a representative, Mrs D. To keep things simple I’ve referred to him and his representative col... (3 pages)View decision -
Decision Reference DRN-3740410
4 May 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3740410 The complaint Miss K has complained that Santander UK Plc unreasonably refused to refund a series of transactions debited from her account between 17 and 18 December 2021 following the loss or theft of her phone and debit card on 17 December. What happened After Miss K had been... (3 pages)View decision -
Decision Reference DRN8918968
9 May 2017 Madison CF UK Limited Not upheldBanking and creditMr I complains that Madison CF UK Limited, trading as 118 118 Money, lent him money irresponsibly.backgroundMr I applied for a 118 118 loan in December 2015 for £2,000 over two years. He says he had a gambling problem at the time, and 118 118 should’ve known that from lo... (2 pages)View decision -
Decision Reference DRN1272641
20 Mar 2015 HSBC Bank plc Not upheldBanking and creditMr N deposited a very large sum with HSBC Bank Plc and complains he did not have the easy access to the funds he was promised and that an overdraft was provided even though he instructed the bank he didn’t want one.backgroundAfter making a large deposit into an H... (3 pages)View decision -
Decision Reference DRN1378560
20 Feb 2014 HSBC Bank plc Not upheldBanking and creditMr G complains that HSBC Bank Plc should have realised that he had a problem with gambling in the form of compulsive share trading, and should have taken more decisive steps to restrict his account. He also complains that HSBC unreasonably used his salary payment to offset his debt, le... (3 pages)View decision -
Decision Reference DRN9329980
17 Oct 2018 HSBC Bank plc Not upheldBanking and creditMiss K complains that HSBC Bank Plc unfairly declined her chargeback request and failed to treat her sympathetically.background Miss K used her HSBC card to deposit a total of £8,000 with an online gambling company. She was unhappy with the service she got from the on... (2 pages)View decision -
Decision Reference DRN0516360
28 Jul 2017 Carcashpoint Limited Not upheldBanking and creditMr P complains that CarCashPoint Limited lent him money he couldn’t afford to repay. backgroundMr P took out a £1060 loan with CarCashPoint in December 2016. He complained to CarCashPoint earlier this year that the loan wasn’t affordable for him and that it was irresp... (3 pages)View decision -
Decision Reference DRN-4549767
12 Jan 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4549767 The complaint Mrs L complains that HSBC UK Bank Plc (“HSBC”) lent to her irresponsibly. What happened Mrs L successfully applied for two loans with HSBC in 2019. The first loan was taken out in February 2019 and Mrs L repaid this a few days later. Mrs L then took out a further ... (4 pages)View decision
