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 4598 results
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Decision Reference DRN-4459802
17 Nov 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4459802 The complaint Mrs W complains that Clydesdale Bank Plc trading as Virgin Money was irresponsible in its lending to her. What happened Mrs W was provided with a credit card account with a credit limit of £6,200 in July 2021. She says that this credit limit shouldn’t have been pr... (3 pages)View decision -
Decision Reference DRN5846049
25 Aug 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMiss E complains that The Royal Bank of Scotland Plc will not refund a series of disputed debit card transactions made to her account which have affected her credit record.backgroundMiss E opened an account with RBS in January 2014. She has made a number of claims ... (2 pages)View decision -
Decision Reference DRN-4058766
26 Apr 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4058766 The complaint Mr R complains that Revolut Ltd are holding him liable for payments that he says he didn’t make or otherwise authorise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key... (2 pages)View decision -
Decision Reference DRN-3261579
25 Oct 2022 Match the Cash Limited UpheldConsumer CreditDRN-3261579 The complaint Mrs K complains Match the Cash Limited trading as Guarantormyloan.tv irresponsibly lent to her. Mrs K is represented by a claims management company. For ease, I’ll refer to all submissions as if they were made directly by her. What happened Match the Cash approved... (5 pages)View decision -
Decision Reference DRN-2774791
27 Jun 2021 OSL Financial Consultancy Limited Not upheldMortgagesDRN-2774791 The complaint Mr and Mrs P complain that their secured loan was mis-sold in 2017 by OSL Financial Consultancy Limited trading as MortgageKey. They say Mr P’s spending was out of control, and he had a gambling problem, so MortgageKey’s advice was irresponsible. What happened Mr ... (3 pages)View decision -
Decision Reference DRN6650736
9 Jul 2013 Nationwide Building Society Not upheldBanking and creditsummary of complaintMr B complains that Nationwide Building Society is holding him liable for disputed transactions which occurred using his debit card. background The following activity is relevant to this complaint: On 15 February an online gambling account was set up using... (2 pages)View decision -
Decision Reference DRN-5222208
14 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5222208 The complaint Mr M complained because Santander UK Plc refused to refund him for transactions he said he hadn’t authorised. What happened On 1 November 2024, Mr M rang Santander. There were three transactions on his current account to a gambling firm, totalling £800. Mr M ... (4 pages)View decision -
Decision Reference DRN5450063
20 Jun 2013 National Westminster Bank Plc Not upheldBanking and creditMr K says National Westminster Bank Plc lent to him irresponsibly when he was a vulnerable adult student with a gambling addiction. backgroundThe lending took place under the bank’s ‘professional trainee loan’ scheme. This scheme was ‘aimed at helping full time students meet their study... (2 pages)View decision -
Decision Reference DRN3604103
1 Nov 2017 Santander UK Plc Not upheldBanking and creditMr T complained about charges on his account with Santander UK Plc. He wants all charges refunded for the last six years, together with compensation for the effect the charges had had on him.backgroundMr T complained about charges which Santander had made to his c... (3 pages)View decision -
Decision Reference DRN-2679865
6 Apr 2021 Everyday Lending Limited Not upheldConsumer CreditDRN-2679865 The complaint Mr G complains that Everyday Lending Limited (trading as Everyday Loans) granted him a loan that was unaffordable for him. What happened In October 2015, Mr G took out a loan for £2,000 with Everyday Lending. The loan was to be repaid over 24 months with the repay... (2 pages)View decision
