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
-
Decision Reference DRN5525835
16 Oct 2018 Gain Credit LLC Not upheldBanking and creditMiss T complains that Gain Credit LLC was irresponsible when it gave her loans. Miss T is represented by a claims management company. Her representative asks that Gain Credit pays compensation and refunds the loans. backgroundMiss T took out four loans in 2017. Her re... (2 pages)View decision -
Decision Reference DRN-3490275
9 Aug 2022 Progressive Money Limited UpheldConsumer CreditDRN-3490275 The complaint Miss N complains that Progressive Money Limited (PML), lent to her irresponsibly. What happened Using information from PML then it seems that Miss N was approved for a loan which commenced 7 December 2017. It was for £3,900 of which £2,481 was used to pay off anot... (7 pages)View decision -
Decision Reference DRN3052098
18 Jan 2016 Tesco Personal Finance PLC UpheldBanking and creditMr K complains that Tesco Personal Finance plc (trading as Tesco Bank) wrongly deducted Tesco Clubcard points from his account.backgroundWhen Mr K received credits on his Tesco credit card from a gambling company, he noticed Clubcard points were being deducted, even ... (1 page)View decision -
Decision Reference DRN2890702
30 Sep 2014 National Westminster Bank Plc UpheldBanking and creditMr U complains about a number of transactions, mostly to gambling companies, of a significantly high total value, which he denies making himself or authorising but which National Westminster Bank Plc has held him responsible for. backgroundNatWest raised chargeback claims for the trans... (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 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-4623755
14 Mar 2024 Santander UK Plc Not upheldMortgagesDRN-4623755 The complaint Miss B’s complaint is about a secured personal loan that was taken out in her and her ex-partner’s names in 2007. She is unhappy that Santander UK Plc is holding her liable for the debt, even though she told Santander she was coerced into signing the application. ... (4 pages)View decision -
Decision Reference DRN-5927869
13 Jan 2026 Fluro Platform Limited Not upheldConsumer CreditDRN-5927869 The complaint Mr S complains that Fluro Platform Limited trading as Fluro was irresponsible in its lending to him. He wants his loan written off and any adverse information removed from his credit file. What happened Mr S was issued with a £10,000 loan by Fluro in December 2... (3 pages)View decision -
Decision Reference DRN-6131888
5 Feb 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-6131888 The complaint Miss R is unhappy that Lendable Ltd trading as Zable refused to refund transactions she said she didn’t authorise. What happened Miss R contacted Zable on 23 September 2024 to dispute 12 transactions totalling just over £550 carried out from December 2023 to Ma... (3 pages)View decision -
Decision Reference DRN7258666
1 Aug 2016 Santander UK Plc Not upheldBanking and creditMrs D complains that Santander UK Plc will not refund some disputed transactions.backgroundIn May 2015, 16 transactions totalling just over £1400 were made on Mrs D credit card. These were all made in the space of less than 24 hours and all to one gambling website.... (2 pages)View decision