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 DRN3711504
22 Oct 2018 The Royal Bank of Scotland Plc Not upheldBanking and creditMr C complains about The Royal Bank of Scotland Plc, trading as NatWest (“NatWest”). He says that the business lent to him irresponsibly in two personal loans and an overdraft in 2014. He wants NatWest to refund the charges and interest he paid, and for statutory inter... (3 pages)View decision -
Decision Reference DRN-5501889
1 May 2025 First Response Finance Ltd Not upheldConsumer CreditDRN-5501889 The complaint Mr S, who is represented by a third party, complains that First Response Finance Limited (“First Response”) irresponsibly agreed to give him finance he says he couldn’t afford to repay. What happened In March 2018, Mr S acquired a used car financed by a fixed ... (3 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 DRN6650736
9 Jul 2013 Nationwide Building Society Not upheldBanking and creditsummary of complaintMr B complains that Nationwide Building Society is holding him liable for disputed transactions which occurred using his debit card. background The following activity is relevant to this complaint: On 15 February an online gambling account was set up using... (2 pages)View decision -
Decision Reference DRN-5530999
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5530999 The complaint Ms M complains that Bank of Scotland plc did not properly protect her when she made a large number of card payments to a gambling website. The bank trades in this case under its Halifax brand. What happened Between October 2023 and January 2024 Ms M made 199 ca... (2 pages)View decision -
Decision Reference DRN9167478
9 Aug 2019 National Westminster Bank Plc UpheldBanking and creditMr T complains that National Westminster Bank Plc won’t refund £35,000 of payments made from his account to an online gambling website, that he says he didn’t authorise. Mr T also complains that NatWest blocked and closed his account. He says this caused him problems paying bills and affec... (9 pages)View decision -
Decision Reference DRN5450063
20 Jun 2013 National Westminster Bank Plc Not upheldBanking and creditMr K says National Westminster Bank Plc lent to him irresponsibly when he was a vulnerable adult student with a gambling addiction. backgroundThe lending took place under the bank’s ‘professional trainee loan’ scheme. This scheme was ‘aimed at helping full time students meet their study... (2 pages)View decision -
Decision Reference DRN-2679865
6 Apr 2021 Everyday Lending Limited Not upheldConsumer CreditDRN-2679865 The complaint Mr G complains that Everyday Lending Limited (trading as Everyday Loans) granted him a loan that was unaffordable for him. What happened In October 2015, Mr G took out a loan for £2,000 with Everyday Lending. The loan was to be repaid over 24 months with the repay... (2 pages)View decision -
Decision Reference DRN8791081
7 Feb 2018 Advancis Limited Not upheldBanking and creditMr K complains that Advancis Limited (Advancis) shouldn’t have approved his guarantor loan. He’s also unhappy with the poor customer service he received – he says Advancis were aggressive in their communications.backgroundIn August 2016 Mr K took out a loan for £7,000 w... (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
