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 DRN1724923
13 Dec 2017 Casheuronet UK LLC UpheldBanking and creditMr B complains that CashEuroNet UK LLC trading as Quick Quid gave him loans that were unaffordable.backgroundMr B took out three loans from Quick Quid between October 2015 and January 2016, and he’s repaid all the borrowing. Here’s a summary of Mr B’s borrowing histor... (3 pages)View decision -
Decision Reference DRN-3293600
18 Mar 2022 Retail Money Market Ltd UpheldConsumer CreditDRN-3293600 The complaint Mr M complains about the role played by Retail Money Market Limited (trading as RateSetter) in facilitating a finance agreement between him and a third party. What happened I set out what happened leading up to and in the course of Mr M’s complaint in my provision... (7 pages)View decision -
Decision Reference DRN9846944
5 Aug 2016 Bank of Scotland Plc Not upheldBanking and creditMr B isn’t happy that Bank of Scotland plc (trading as Halifax) let him build up an overdraft and credit card debt. backgroundMr B told us that he was on a ‘zero hours’ contract. He says that Halifax allowed him to build up an overdraft of around £2,700 and credit... (2 pages)View decision -
Decision Reference DRN-3501285
26 May 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3501285 The complaint Mr Q complains that Madison CF UK Limited (trading as 118118 Money Limited) was irresponsible to lend to him. What happened Mr Q had one loan from 118118 Money on 6 August 2018. He borrowed £3,000 and needed to repay £236.11 per month for 24 months. The loan was r... (3 pages)View decision -
Decision Reference DRN3148781
9 Jul 2019 National Westminster Bank Plc Not upheldBanking and creditMr D has complained that National Westminster Bank Plc (NatWest) acted irresponsibly by increasing his overdraft without doing sufficient checks on his finances.backgroundMr D has a current account with NatWest. Mr D says NatWest allowed him to increase his overdraft from £250 to £4,000 in... (2 pages)View decision -
Decision Reference DRN1360776
15 Aug 2017 Santander UK Plc Not upheldBanking and creditMr F says that Santander UK Plc should have questioned unusual activity and put a hold on his credit card when he made frequent gambling transactions in a short period of time. He also complains that they shouldn’t have allowed his account to exceed the credit li... (2 pages)View decision -
Decision Reference DRN3810359
8 Jan 2018 WDFC UK Limited UpheldBanking and creditMr C complains that WDFC UK Limited (trading as Wonga) lent money to him he could not afford to repay.backgroundMr C entered into 28 loans with Wonga between 2011 and 2017. At the time of the loans he says he was borrowing from other short term lenders and had a g... (4 pages)View decision -
Decision Reference DRN3248436
27 Feb 2019 Bank of Scotland Plc Not upheldBanking and creditMr C complains that about the lending that Bank of Scotland plc (“BoS”) made to him. This complaint deals with his credit card account.backgroundMr C said that he was given bad advice by BoS about consolidating his debts, then allowed to borrow again. He has complained... (4 pages)View decision
