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 DRN-4910130
16 Jul 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-4910130 The complaint Mr D says Monzo Bank Ltd irresponsibly lent to him. What happened Mr D took out two loans from Monzo. The first (loan 1) was taken out on 27 October 2021 and was for £3,000 over 36 months. The monthly repayments were £107.88. The second (loan 2) was taken out o... (4 pages)View decision -
Decision Reference DRN-4806212
30 May 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4806212 The complaint Mr P complains that the letter Santander UK Plc sent him about activity on his account caused him distress and he wants compensation for this. What happened In March 2024, Mr P was sent a letter by Santander in about recent gambling activity on his account. He say... (2 pages)View decision -
Decision Reference DRN-3428976
16 Sep 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3428976 The complaint Mr G complains that PayPal (Europe) Sarl et Cie SCA allowed him to use his accounts with them to gamble extensively without any interventions or checks. Mr G also complains that PayPal (Europe) Sarl et Cie SCA breached their own terms and conditions by permitting ... (3 pages)View decision -
Decision Reference DRN-3505986
27 Jun 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3505986 Complaint Mr A is unhappy that TSB Bank plc has held him liable for a payment he says he didn’t authorise and that it later closed his account. Background Mr A had an account with TSB. In January 2022, a payment of £847 was made to a gambling website. Mr A said he didn’t make t... (2 pages)View decision -
Decision Reference DRN-1979067
29 Oct 2020 Match the Cash Limited UpheldConsumer CreditDRN-1979067 The complaint Mr A complains that Match the Cash Limited (trading as Guarantormyloan) was irresponsible to approve his loan. What happened Mr A took out a Peer to Peer (P2P) loan via Guarantormyloan on 15 January 2019. He borrowed £2,000 and was due to repay it over 18 months w... (4 pages)View decision -
Decision Reference DRN-2003025
23 Nov 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2003025 The complaint Mr S complains that National Westminster Bank Plc won’t refund disputed transactions made from his account. And he’d like a refund. What happened Mr S says that eight online card payments totalling £500 were made using his NatWest debit card to a gambling company,... (3 pages)View decision -
Decision Reference DRN0792556
10 Nov 2016 Lloyds Bank PLC Not upheldBanking and creditMr L is unhappy as he thinks Lloyds Bank PLC has acted irresponsibly as it allowed him to increase his overdraft facility from £200 to £4,750. backgroundMr L said he made Lloyds aware of his gambling addiction in 2012 when he went into the branch to discuss his... (3 pages)View decision -
Decision Reference DRN-2707662
23 Mar 2021 Greenlight Credit Ltd UpheldConsumer CreditDRN-2707662 The complaint Mr B complains that Greenlight Credit Limited, trading as Varooma, (“Varooma”), lent to him in an irresponsible manner. What happened Mr B was given nine loans by Varooma from September 2014 to May 2018. Mr B has successfully repaid the loans. The date of repaymen... (8 pages)View decision -
Decision Reference DRN-3359671
9 Mar 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3359671 The complaint Mr L complains that TSB Bank plc (“TSB”) has treated him unfairly in relation to his current account which has led to him avoidable debt. What happened The background of this complaint is well known to all parties, and the sums and dates involved were detailed by ... (2 pages)View decision -
Decision Reference DRN-1406205
5 May 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-1406205ComplaintMr R complains that Nationwide Building Society (Nationwide) acted irresponsibly when granting an increase in his overdraft facility. BackgroundMr R holds an account with Nationwide. He applied initially for an overdraft of £50 and shortly after requested an increase to... (2 pages)View decision
