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 DRN7368923
17 May 2013 National Westminster Bank Plc Not upheldBanking and creditMiss K says she did not make or authorise certain transactions totalling more than £7,000 to an online gambling site in late December 2010. background National Westminster Bank plc did not accept Miss K’s argument but it did agree it had not dealt well with her complaint and paid her £... (1 page)View decision -
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 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-3661759
29 Dec 2022 eToro (UK) Ltd Not upheldInvestmentsDRN-3661759 The complaint Mr B complains that eToro (UK) Ltd allowed him to open a CFD trading account without sufficient checks and to continue trading despite large losses and signs he had a gambling problem. What happened Mr B opened his trading account with eToro in February 2021. He c... (2 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 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
