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 5795 results
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Decision Reference DRN-3166255
29 Nov 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3166255 The complaint Mr K complains that Barclays Bank UK PLC (Barclays) didn’t reduce his overdraft limit. What happened Mr K had an overdraft limit of £2,000 with Barclays. In June 2021, he asked for it to be reduced to £500. Barclays wrote to him in June 2021 and August 2021 to say... (2 pages)View decision -
Decision Reference DRN6291851
29 Jan 2016 Barclays Bank Plc Not upheldBanking and creditMiss B complains that Barclays Bank Plc allowed 15 unusual looking payments to a gambling account, for a total value of £40,300, in February 2012. Miss B says the gambling account was not in her name and she did not make or authorise the payments.backgroundOur adjudic... (4 pages)View decision -
Decision Reference DRN-5507989
30 Apr 2025 Bamboo Limited Not upheldConsumer CreditDRN-5507989 The complaint Miss D complains that Bamboo Limited irresponsibly lent her an unsecured loan. What happened Miss D took out a loan of £7,000 with Bamboo in January 2021. The loan was agreed over a term of two years with monthly payments of £392.51. The interest rate was a fix... (4 pages)View decision -
Decision Reference DRN-2597778
19 Feb 2021 UK Credit Limited Not upheldConsumer CreditDRN-2597778 Complaint Mr V has complained about a guarantor loan UK Credit Limited (“UK Credit”) provided to him. He says his credit report would have shown he had recent payday loans and his bank statements would have shown he had a gambling problem. So UK Credit shouldn’t have lent to hi... (7 pages)View decision -
Decision Reference DRN6984967
8 Nov 2018 Nationwide Building Society UpheldBanking and creditMr W complains that Nationwide Building Society irresponsibly gave him a loan in December 2016 which he was unable to repay. This complaint is brought by Mr W’s sister Miss W.backgroundMr W says he was in a vulnerable position when he applied for the loan on 26 Dec... (3 pages)View decision -
Decision Reference DRN-6205948
26 Mar 2026 My Finance Club Limited Not upheldConsumer CreditDRN-6205948 The complaint Mr P complains that My Finance Club Limited trading as Ondal (“Ondal”) failed to carry out proportionate affordability checks before it lent to him. Had better checks been made it would’ve seen that he was gambling. What happened In July 2025, Mr P was advance... (3 pages)View decision -
Decision Reference DRN-5067922
9 Oct 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5067922 The complaint Mr W says Sainsbury's Bank Plc irresponsibly lent to him What happened Mr W took out a loan for £5,000 in May 2023. It was repayable in 46 monthly payments of £134.43. He says the loan was used to fund his gambling addiction, he did not have the mental cap... (3 pages)View decision -
Decision Reference DRN2879297
2 Feb 2021 Everyday Lending Limited UpheldBanking and creditMr G complains that Everyday Lending Limited (“ELL”) lent to him in an irresponsible manner. background Mr G was given two loans by ELL in May 2014 and June 2015. The first loan, for £3,453, was due to be repaid over 18 months. But in June 2015 Mr G refinanced that loan and took some addit... (4 pages)View decision -
Decision Reference DRN7126222
28 Feb 2020 HSBC UK Bank Plc UpheldBanking and creditMiss J complains that HSBC UK Bank plc won’t refund debit card transactions that she says she didn’t make or authorise.backgroundMiss J told HSBC that she didn’t recognise a number of transactions made online using her debit card at the end of October and beginning of November 2017. They e... (4 pages)View decision -
Decision Reference DRN-1769990
17 Jun 2020 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1769990ComplaintMr W has complained that Bank of Scotland plc won’t refund transactions he says he didn’t make or otherwise authorise. What happenedIn January 2020, Mr W made a number of transactions to a gambling merchant and won £30,000. However, over the following 11 days this was s... (3 pages)View decision