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
-
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-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 DRN0560862
26 Feb 2019 Capital One (Europe) plc Not upheldBanking and creditMr T complains that Capital One (Europe) plc irresponsibly lent to him by increasing the credit limit on his credit card with them when he was already over his limit. He doesn’t think they should’ve done this. He also complains about charges applied to his account... (3 pages)View decision -
Decision Reference DRN-2312241
19 Jan 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2312241 The complaint Mr and Mrs G have complained that Bank of Scotland PLC trading as Halifax (“Halifax”) declined Mr G’s deposits to an online gambling site - which stopped him placing a winning bet. What happened Mr G enjoys playing roulette online. He funds this by making payment... (3 pages)View decision -
Decision Reference DRN3263958
22 Jan 2020 The Royal Bank of Scotland Plc Not upheldBanking and creditMr M complains The Royal Bank of Scotland Plc gave him a large overdraft facility in October 2017 even though he’d previously exceeded his overdraft limit on a number of occasions.backgroundMr M says he’d exceeded his overdraft limits in June, July, August and September 2017 and it should’... (2 pages)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-5743230
10 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5743230 The complaint Mrs A believes that Bank of Scotland plc trading as Halifax should not have accepted her application for a mortgage with it – that it was irresponsibly lent due to her circumstances. What happened In the summer of 2023 Mrs A owned her home outright. She took ad... (3 pages)View decision -
Decision Reference DRN-2856553
16 Jun 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-2856553 The complaint Mr S has complained that Lloyds Bank PLC (“Lloyds”) acted irresponsibly by approving him for two overdrafts with a limit of £4,000 each without carrying out proper checks. What happened Mr S held a bank account with Lloyds. On 2 February 2018 Mr S applied on-line ... (3 pages)View decision -
Decision Reference DRN1162503
9 Oct 2017 WDFC UK Limited UpheldBanking and creditMr J complains that WDFC UK Limited (trading as Wonga.com) lent him money when he couldn’t afford to repay it.backgroundMr J had 29 loans from Wonga as follows:Loan Date AmountDate Repaid Notes 118 Jun 2013£15701 Jul 2013219 Jul 2013£6501 Aug 2013310 Aug 2013£19430 Aug ... (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
