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-4770008
29 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4770008 The complaint Mr H complains that Barclays Bank UK Plc failed to block his transactions to a crypto currency firm that he was using to gamble, despite telling Barclays he had a gambling addiction. What happened I sent the parties a provisional decision in March 2024, in which I... (4 pages)View decision -
Decision Reference DRN8276150
2 Dec 2019 Nationwide Building Society Not upheldBanking and creditMr I complains that Nationwide Building Society won’t refund transactions he says he didn’t make from his account.backgroundMr I disputes a total of £12,918 of payments made to an online gambling company from his bank account. He says that he never registered with this company. The payment... (3 pages)View decision -
Decision Reference DRN6288627
11 Sep 2017 Bank of Scotland Plc Not upheldBanking and creditMr B complains Bank of Scotland plc trading as Halifax (“Halifax”) gave him an unaffordable overdraft limit.backgroundBetween 30 November 2015 and 11 January 2016 Mr B made a number of online applications to increase the overdraft on his Halifax account to a limit of £... (2 pages)View decision -
Decision Reference DRN-3859842
15 Dec 2022 Progressive Money Limited UpheldConsumer CreditDRN-3859842 The complaint Mr L complains about a loan granted to him by Progressive Money Limited (“PML”). He says PML were irresponsible to have lent to him at that time. What happened PML agreed a loan for Mr L in October 2018. The loan was for £15,000 to be repaid in monthly instalments... (4 pages)View decision -
Decision Reference DRN5055627
16 Apr 2018 WDFC UK Limited UpheldBanking and creditMr N complains that WDFC UK Limited, trading as Wonga, lent to him irresponsibly. He says he was in a debt spiral and had to keep borrowing to make the repayments. Mr N also says his credit report should’ve shown he was in a debt plan and had other problems wi... (5 pages)View decision -
Decision Reference DRN-3778939
19 Jan 2023 Equifinance Limited Not upheldMortgagesDRN-3778939 The complaint Mr B’s complaint is that Equifinance Limited’s decision to lend to him was irresponsible. This is because it didn’t have concerns about the fact that he gambled at the time the application was approved, and it didn’t complete any further checks for changes in his ... (3 pages)View decision -
Decision Reference DRN1655777
25 Jan 2017 Tesco Personal Finance PLC Not upheldBanking and creditMr F complains that Tesco Personal Finance PLC (Tesco Bank) lent him money irresponsibly and didn’t take account of his financial and health problems.backgroundTesco Bank approved a loan for Mr F in December 2014 and allowed him to have a number of increases in his o... (3 pages)View decision -
Decision Reference DRN-5721605
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5721605 The complaint Mr M complains Monzo Bank Ltd failed to identify and take any action when he began spending compulsively. He believes he’s lost out as a result and would like Monzo to compensate him this. Note: Whilst Mr M has brought this complaint with the assistance of a re... (3 pages)View decision -
Decision Reference DRN1325995
11 Oct 2019 Santander UK Plc Not upheldBanking and creditMiss W complains about Santander UK Plc’s (“Santander”) response and approach when she exceeded her overdraft limit. backgroundMiss W came to us as she was unhappy with the response from Santander to her concerns about the way her account was managed. She asked them to remove or backdate t... (3 pages)View decision -
Decision Reference DRN-5387833
9 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5387833 The complaint Mr S complains HSBC UK Bank Plc didn’t act responsibly in relation to gambling transactions he made between 2018 and 2022 or intervene despite clear signs of financial distress. What happened Mr S had an account with HSBC from 2018 and 2022. In February 2025 Mr... (2 pages)View decision