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 DRN-3457957
16 Jun 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3457957 The complaint Mr F complains that Nationwide Building Society won’t refund disputed payments made from his current account. What happened Mr F says that between 14 and 27 January 2021 fraudulent transactions totalling £4455 were made from his current account to online gambling ... (3 pages)View decision -
Decision Reference DRN1403859
18 Feb 2020 Commsave Credit Union Limited UpheldBanking and creditMr F’s complaint against Commsave Credit Union Limited (Commsave) is that it continued to irresponsibly lend to him after he told it about his gambling addiction. backgroundMr M had a loan with Commsave. On 17 February 2015, he notified it that he had a gambling addiction; was in financial... (2 pages)View decision -
Decision Reference DRN6261148
21 Mar 2019 Sainsbury's Bank Plc Not upheldBanking and creditMr A complains that Sainsbury’s Bank Plc reissued his credit card after a long time of inactivity without carrying out any affordability checks.backgroundMr A says that after a number of years when his credit card was suspended due to him being in a debt management plan... (3 pages)View decision -
Decision Reference DRN2344510
14 Aug 2018 Loans 2 Go Limited Not upheldBanking and creditMr H complains that his loans from Loans 2 Go Limited were unaffordable and shouldn’t have been made to him – and he says that his mental health and gambling issues weren’t properly considered. backgroundLoans 2 Go made two log-book loans, which were secured on his ca... (3 pages)View decision -
Decision Reference DRN-4879048
8 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4879048 The complaint Miss J and Miss H have complained that Nationwide Building Society (“Nationwide”) irresponsibly granted them an overdraft in July 2019 and then went on to increase the overdraft limits. What happened In July 2019 Miss J and Miss H was granted an overdraft of £... (3 pages)View decision -
Decision Reference DRN-5494745
23 May 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5494745 The complaint Miss R has complained that Madison CF UK Limited trading as 118 118 Money, acted irresponsibly when it provided her with a £2,000 personal loan in September 2024. Background Miss R applied for a £2,000 personal loan from 118 118 Money in September 2024. The loa... (3 pages)View decision -
Decision Reference DRN-3833620
30 Nov 2022 Barclays Bank UK PLC UpheldConsumer CreditDRN-3833620 The complaint Mrs M has complained that Barclays Bank UK Plc lent to her irresponsibly when they agreed a fixed sum loan for her on 15 April 2019. What happened I issued my provisional decision to both parties which set out the background to this complaint and my provisional fi... (6 pages)View decision -
Decision Reference DRN-5220200
6 Jan 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5220200 The complaint Mr W says Lloyds Bank PLC irresponsibly lent to him. What happened Mr W took out a loan for £5,300 over 84 months on 14 July 2016. The monthly repayments were £68.38 and the APR was 9.6%. The loan was given to enable Mr W to repay his overdraft with Lloyds as t... (2 pages)View decision -
Decision Reference DRN6203369
17 Jun 2015 Barclays Bank Plc Not upheldBanking and creditMiss C complains Barclays Bank Plc is holding her liable for transactions totalling £740 that she did not carry out or authorise.backgroundMiss C has an account with Barclays with a debit card.Miss C says she noticed transactions on gambling websites that she did not rec... (1 page)View decision -
Decision Reference DRN-5571371
26 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5571371 Complaint Mr R complains that Moneybarn No.1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the proper checks weren’t carried out and he was provided with finance that was unaffordable. Background In May 2021, Moneybarn pro... (4 pages)View decision
