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 4727 results
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Decision Reference DRN-2809126
25 May 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2809126 The complaint Mr C complains that Barclays Bank UK PLC trading as Barclaycard irresponsibly allowed him to open a credit card account. What happened Mr C says Barclaycard should not have allowed him to open a credit card account and its decision to do so was irresponsible. He s... (2 pages)View decision -
Decision Reference DRN-5160950
24 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5160950 The complaint Mr S complains that Lloyds Bank PLC did not seek the return of money he had paid to a gambling website, even though he did not receive the service he had paid for. What happened In October 2023 Mr S made debit card three payments – two of £500 and one of £1,000... (2 pages)View decision -
Decision Reference DRN-4109743
11 Aug 2023 Valour Finance Limited Not upheldConsumer CreditDRN-4109743 The complaint Mr B complains that Valour Finance Limited, trading as Savvy.co.uk (“Valour”), lent to him when he could not afford it. What happened In March 2022 Mr B was approved for one loan of £700 repayable over eight months at just over £168 each month commencing April 202... (3 pages)View decision -
Decision Reference DRN6443432
6 Mar 2020 Lloyds Bank PLC Not upheldBanking and creditMrs O has complained Lloyds Bank plc won’t refund transactions made with her debit card which she didn’t authorise. She’s also complained about an increase in her overdraft limit and a personal loan which she didn’t take out.backgroundMrs O contacted Lloyds in August 2018. She’d lost her d... (3 pages)View decision -
Decision Reference DRN-4400928
16 Oct 2023 Zopa Bank Limited UpheldConsumer CreditDRN-4400928 The complaint Mr G has complained that Zopa Bank Limited acted irresponsibly when it provided him with both a hire purchase agreement and an unsecured personal loan in 2021. What happened Mr G applied for a hire purchase agreement for £5,000 in June 2021 and an unsecured person... (4 pages)View decision -
Decision Reference DRN-4727493
23 Apr 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4727493 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsible when it approved his credit card application and later increased the credit limit. What happened Mr B applied for a credit card in September 2019. In Mr B’s application, he said he ... (3 pages)View decision -
Decision Reference DRN-4341832
3 Oct 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4341832 The complaint Mr T complains that Barclays Bank UK PLC didn’t take adequate steps to block his gambling transactions. What happened Mr T says he’s a compulsive gambler and has lost around £500 000 over the last few years. Mr T set up an account with Barclays and within a short ... (2 pages)View decision -
Decision Reference DRN7308299
9 Mar 2020 Bank of Scotland Plc Not upheldBanking and creditMiss F has complained Bank of Scotland plc, trading as Halifax, didn’t manage her complaint properly when she disputed some payments made using her debit card.backgroundMiss F linked her debit card to her partner’s account with an online payment scheme (who I’ll call P). In March 2018 she ... (3 pages)View decision -
Decision Reference DRN-3824141
22 Dec 2022 Home Retail Group Card Services Limited Not upheldBanking and PaymentsDRN-3824141 The complaint Miss Y complains that Home Retail Group Card Services Limited trading as Argos Card (Argos) was irresponsible to agree credit for her. What happened Argos opened a credit card account for Miss Y in December 2017. This type of credit was an open-ended or running ac... (3 pages)View decision -
Decision Reference DRN0402526
31 Jul 2020 Oakam Ltd UpheldBanking and creditMr B complains that Oakam Ltd lent to him irresponsibly.backgroundUsing information from Oakam and Mr B I have compiled a Loan Table. I’ve tried to be as accurate as I can but there are several refinancing arrangements, combined with additional fees at each stage. This Loan Table is for ea... (6 pages)View decision
