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 4619 results
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Decision Reference DRN-3505986
27 Jun 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3505986 Complaint Mr A is unhappy that TSB Bank plc has held him liable for a payment he says he didn’t authorise and that it later closed his account. Background Mr A had an account with TSB. In January 2022, a payment of £847 was made to a gambling website. Mr A said he didn’t make t... (2 pages)View decision -
Decision Reference DRN-2003025
23 Nov 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2003025 The complaint Mr S complains that National Westminster Bank Plc won’t refund disputed transactions made from his account. And he’d like a refund. What happened Mr S says that eight online card payments totalling £500 were made using his NatWest debit card to a gambling company,... (3 pages)View decision -
Decision Reference DRN0792556
10 Nov 2016 Lloyds Bank PLC Not upheldBanking and creditMr L is unhappy as he thinks Lloyds Bank PLC has acted irresponsibly as it allowed him to increase his overdraft facility from £200 to £4,750. backgroundMr L said he made Lloyds aware of his gambling addiction in 2012 when he went into the branch to discuss his... (3 pages)View decision -
Decision Reference DRN-4299215
15 Aug 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4299215 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) won’t refund transactions on his current account that he didn’t make or otherwise authorise. What happened At the start of January 2023, Mr S contacted Monzo and disputed all the transactions to a gambling site which we... (3 pages)View decision -
Decision Reference DRN-2271669
25 Nov 2020 Loans 2 Go Limited UpheldConsumer CreditDRN-2271669 The complaint Mr K complains that Loans 2 Go Limited lent to him in an irresponsible manner. What happened Mr K was given a single loan by Loans 2 Go. He borrowed £2,000 in September 2014 and agreed to repay the loan in weekly instalments over the following 18 months. The loan ... (3 pages)View decision -
Decision Reference DRN5823699
5 Oct 2015 Nationwide Building Society Not upheldBanking and creditMr M complains that Nationwide Building Society will not refund payments to an online gambling site he says he did not authorise.backgroundMr M set up an online gambling account used through an application on his smartphone. He made transactions using his Nationwide d... (2 pages)View decision -
Decision Reference DRN-3359671
9 Mar 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3359671 The complaint Mr L complains that TSB Bank plc (“TSB”) has treated him unfairly in relation to his current account which has led to him avoidable debt. What happened The background of this complaint is well known to all parties, and the sums and dates involved were detailed by ... (2 pages)View decision -
Decision Reference DRN-1406205
5 May 2020 Nationwide Building Society Not upheldBanking and PaymentsDRN-1406205ComplaintMr R complains that Nationwide Building Society (Nationwide) acted irresponsibly when granting an increase in his overdraft facility. BackgroundMr R holds an account with Nationwide. He applied initially for an overdraft of £50 and shortly after requested an increase to... (2 pages)View decision -
Decision Reference DRN-4579975
25 Jan 2024 MBNA Limited UpheldBanking and PaymentsDRN-4579975 The complaint Mr C complains that MBNA Limited lent irresponsibly when it approved his credit card application and went on to increase the credit limit. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr... (3 pages)View decision -
Decision Reference DRN-3952327
2 Mar 2023 Salad Finance Limited Not upheldConsumer CreditDRN-3952327 The complaint Mr R complains that Salad Finance Limited trading as Salad Money lent to him irresponsibly. What happened Mr R applied for a loan from Salad Money in February 2022. The loan was for £1000 repayable over 17 months by monthly instalments of £84.92. The total sum rep... (2 pages)View decision
