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 4967 results
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Decision Reference DRN2028533
25 Oct 2017 Elevate Credit International Limited UpheldBanking and creditMr H complains that Elevate Credit International Limited (trading as Sunny) gave him instalment loans he couldn’t afford. He wants a refund with interest.backgroundMr H had 20 loans from Sunny between April 2015 and February 2017. He said proper checks would have shown ... (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 DRN9329980
17 Oct 2018 HSBC Bank plc Not upheldBanking and creditMiss K complains that HSBC Bank Plc unfairly declined her chargeback request and failed to treat her sympathetically.background Miss K used her HSBC card to deposit a total of £8,000 with an online gambling company. She was unhappy with the service she got from the on... (2 pages)View decision -
Decision Reference DRN-4725587
3 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4725587 The complaint Mr O complains Barclays Bank UK PLC (“Barclays”) refuses to refund him for a large number of transactions which he made during he was mentally unstable. Mr O thinks Barclays should’ve blocked the transactions on account of Mr O’s vulnerabilities. Mr O is represent... (3 pages)View decision -
Decision Reference DRN-3087291
5 Oct 2021 Wirecard Card Solutions Limited UpheldBanking and PaymentsDRN-3087291 The complaint Mr M complains Wirecard Card Solutions Limited blocked his account and haven’t released money held in the account back to him. What happened Mr M had an account which had a card issued by Wirecard and was administered by Pockit. In July 2020, Pockit blocked Mr M’s... (2 pages)View decision -
Decision Reference DRN-2568861
5 Feb 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-2568861 The complaint Mr L has complained that Nationwide Building Society won’t refund transactions, which he said he didn’t make. What happened Mr L is disputing multiple online payments, totalling £1,520, from his current account to two online gambling merchants. The payments were ... (5 pages)View decision -
Decision Reference DRN-4487570
30 Nov 2023 National Westminster Bank Plc Not upheldConsumer CreditDRN-4487570 The complaint Miss C complains that National Westminster Bank Plc (NatWest) was irresponsible to lend to her on several occasions. What happened NatWest agreed five loans for Miss C between October 2017 and May 2022. I’ve summarised some of the information it provided about the... (6 pages)View decision -
Decision Reference DRN-4447454
9 Nov 2023 247 Money Group Limited UpheldConsumer CreditDRN-4447454 The complaint Mr A complains that 247 Money Group Limited trading as 247Money (247Money) irresponsibly mis-sold him a hire purchase agreement he couldn’t afford. Mr A is represented in this complaint by a claims management company but, for ease, I’ll refer to Mr A directly thro... (6 pages)View decision -
Decision Reference DRN-4933927
27 Jul 2024 Nationwide Building Society UpheldConsumer CreditDRN-4933927 The complaint Mr S complains that Nationwide Building Society irresponsibly approved two loans which were unaffordable. What happened Mr S says he applied for two Nationwide loans in 2021 and 2023 which were unaffordable. He says appropriate checks were not carried out and h... (3 pages)View decision -
Decision Reference DRN9167478
9 Aug 2019 National Westminster Bank Plc UpheldBanking and creditMr T complains that National Westminster Bank Plc won’t refund £35,000 of payments made from his account to an online gambling website, that he says he didn’t authorise. Mr T also complains that NatWest blocked and closed his account. He says this caused him problems paying bills and affec... (9 pages)View decision
