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-5622799
11 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5622799 The complaint Miss B complains about Lloyds Bank PLC (Lloyds), as she feels they should reimburse her for £11,320.18 that she paid to what she thought was an online gambling website on 27 and 28 March 2024 What happened Following the sale of her car, Miss B made three paymen... (4 pages)View decision -
Decision Reference DRN8282614
31 Mar 2020 National Westminster Bank Plc UpheldBanking and creditMr S has complained National Westminster Bank Plc will not refund payments he didn’t make and closed his account.backgroundMr S opened an account with NatWest in May 2017 with an agreed overdraft facility of £1,250. He accepts he made some payments with his card. But he disputes a further ... (3 pages)View decision -
Decision Reference DRN9041248
17 Oct 2019 Barclays Bank UK PLC Not upheldBanking and creditMiss S complains that Barclays Bank UK plc won’t refund a large number of payments made to online gambling businesses. She says she neither made them herself not authorised anyone else to make them. backgroundMiss S is disputing around 400 payments made to three gambling businesses betw... (2 pages)View decision -
Decision Reference DRN0338366
24 Mar 2020 Barclays Bank UK PLC Not upheldBanking and creditMr K has complained that Barclays Bank UK PLC won’t refund transactions he says he didn’t make or otherwise authorise.backgroundI sent my provisional decision on 5 March 2020. A copy of my provisional decision is attached and forms part of this final decision.My provisional decision sets o... (4 pages)View decision -
Decision Reference DRN3696088
7 May 2019 Casheuronet UK LLC Not upheldBanking and creditMr B complains that CashEuroNet UK LLC (CEN) was irresponsible in lending him money and it telling him it had defaulted one loan.backgroundMr B has had three loans from CEN. One for £300 taken out on 14 March 2015 was repayable in twelve monthly instalments of £45.03... (3 pages)View decision -
Decision Reference DRN7736693
23 Feb 2018 Provident Personal Credit Limited Not upheldBanking and creditMr K complains that Provident Personal Credit Limited (Provident) have been irresponsible in lending to him.backgroundMr K took a loan with Provident in December 2016 for £700 repayable over 52 weeks. He didn’t make any weekly payments but repaid it in full in February... (3 pages)View decision -
Decision Reference DRN5638729
21 Mar 2019 NewDay Ltd Not upheldBanking and creditMr R complains that NewDay Ltd acted irresponsibly when they approved his application for a second credit card account. To put things right he wants them to refund him the interest and charges that were applied to the account when he later missed some payments.backgroun... (2 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 -
Decision Reference DRN-4194424
7 Jul 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4194424 The complaint Mr W complains that Capital One (Europe) plc (Capital) irresponsibly issued a credit card to him, for which he couldn’t afford the payments. In particular he says it failed to take into account his gambling problems which it was aware of. He also complains that Ca... (4 pages)View decision -
Decision Reference DRN-1388800
11 May 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-1388800The complaintMr A complains that Barclays Bank UK PLC (Barclays) allowed him to use his credit card to gamble with. He feels Barclays were guilty of irresponsible lending by giving him the card in the first instance and that they ought to have prevented him from gambling with th... (2 pages)View decision