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 5478 results
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Decision Reference DRN-5362342
30 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5362342 The complaint Mr C complains that HSBC UK Bank PLC (“HSBC”) failed to refund transactions he didn’t recognise. What happened Between October 2021 and September 2022 Mr C was in prison and was unable to use his account. He’s said that he secured his card at his home and kept ... (4 pages)View decision -
Decision Reference DRN-4444965
7 Dec 2023 Nationwide Building Society Not upheldConsumer CreditDRN-4444965 Complaint Mr C has complained about a personal loan Nationwide Building Society (“Nationwide”) provided to him. He’s in effect said that Nationwide lent to him even though it ought to have realised that he would use the funds advanced for gambling. Background Mr C has also sepa... (5 pages)View decision -
Decision Reference DRN0011332
16 May 2018 Capfin Limited Not upheldBanking and creditMrs P says Capfin Limited, trading as ecashwindow, (“Capfin”) gave her loans she couldn’t afford to repay.backgroundI issued my provisional decision on this complaint on 27 April 2018. A copy is attached and it forms part of this final decision. The full background to the... (8 pages)View decision -
Decision Reference DRN-4580384
31 May 2024 Fairscore Ltd UpheldConsumer CreditDRN-4580384 The complaint Mr H has complained that Fairscore Ltd trading as Updraft, acted irresponsibly when it approved him for nine different loans over a 13-month period. Background Mr H applied for nine loans with Updraft between January 2022 and February 2023. He was approved for eac... (3 pages)View decision -
Decision Reference DRN-3284985
2 Mar 2022 Everyday Lending Limited Not upheldConsumer CreditDRN-3284985 The complaint Mr P complained about a loan Everyday Lending Limited trading as Everyday Loans provided to him. He said the lender didn’t check properly that the loan was affordable and given the evidence it saw that he was gambling, Everyday Loans should’ve realised his vulnera... (4 pages)View decision -
Decision Reference DRN6729238
22 Oct 2019 Barclays Bank UK PLC Not upheldBanking and creditMiss L complains that Barclays Bank UK PLC won’t refund a number of payments taken from her account using her debit cards, which she says she didn’t make or authorise.backgroundIn November 2017 Miss L told Barclays that there were numerous transactions on her account that she didn’t author... (3 pages)View decision -
Decision Reference DRN-2597778
19 Feb 2021 UK Credit Limited Not upheldConsumer CreditDRN-2597778 Complaint Mr V has complained about a guarantor loan UK Credit Limited (“UK Credit”) provided to him. He says his credit report would have shown he had recent payday loans and his bank statements would have shown he had a gambling problem. So UK Credit shouldn’t have lent to hi... (7 pages)View decision -
Decision Reference DRN-5067922
9 Oct 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5067922 The complaint Mr W says Sainsbury's Bank Plc irresponsibly lent to him What happened Mr W took out a loan for £5,000 in May 2023. It was repayable in 46 monthly payments of £134.43. He says the loan was used to fund his gambling addiction, he did not have the mental cap... (3 pages)View decision -
Decision Reference DRN-4005835
24 Apr 2023 Lloyds Bank PLC Not upheldConsumer CreditDRN-4005835 The complaint Mr B complains that Lloyds Bank PLC (“Lloyds”) lent to him irresponsibly when it gave him two loans that he says he couldn’t afford. What happened Mr B took out an unsecured loan for £16,000 with Lloyds in May 2017. The loan was repayable over five years at a cost... (4 pages)View decision -
Decision Reference DRN2411350
14 Jun 2019 NewDay Ltd Not upheldBanking and creditMr L complains that NewDay Ltd, trading as Aqua, irresponsibly increased his credit card limit which was unaffordable.backgroundMr L says Aqua has increased the credit limit on his credit card on four or five occasions over the last few years. He says he has a gambl... (2 pages)View decision