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-5170528
26 Nov 2024 Equifinance Limited UpheldMortgagesDRN-5170528 The complaint Mr H says that a secured (second charge) loan he took out in 2017 with Equifinance Limited was unaffordable and irresponsibly lent. What happened Mr H applied for this loan in November 2017 through an independent mortgage broker. The offer issued on 1 December ... (11 pages)View decision -
Decision Reference DRN-2811901
9 Jun 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2811901 The complaint Mr B complains that Capital One (Europe) plc increased his credit limit without conducting proper checks. He’s explained that this was irresponsible as it was clear the credit card was being used for his gambling addiction. What happened Mr B took out a credit car... (3 pages)View decision -
Decision Reference DRN-4408316
3 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4408316 The complaint Mr K complains Monzo Bank Ltd irresponsibly lent him money on a loan, overdraft and a credit card account when he was gambling heavily. What happened In May 2022 Mr K applied for: A loan for £2,300 to be repaid over 12 months – applied for on 8 May 2022 A £2,000... (3 pages)View decision -
Decision Reference DRN-3443799
29 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3443799 The complaint Mr R complains NewDay Ltd irresponsibly provided him with a credit card. What happened NewDay approved Mr R for a credit card in October 2020. The initial limit was £250. This was later increased to £1,250. On both occasions (the initial application and the subseq... (4 pages)View decision -
Decision Reference DRN-5039211
13 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5039211 The complaint Mr B has complained HSBC UK Bank plc won’t refund him for transactions made on his account which he didn’t authorise. What happened On 14 December 2023 Mr B contacted HSBC to report numerous gambling transactions which he’d not made. He’d recently come back hom... (3 pages)View decision -
Decision Reference DRN-5664688
11 Jul 2025 IG Index Limited Not upheldInvestmentsDRN-5664688 The complaint Mr A complains that IG Index Limited (“IG”) failed to identify he was a problem gambler. He says if it had done so and intervened as he thinks it should, he would have suffered substantially lower losses on his trading account. He also says his experience with ... (12 pages)View decision -
Decision Reference DRN-4972299
2 Sep 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4972299 Complaint Mr P complains that BMW Financial Services (GB) Limited (trading as “Alphera” Financial Services) unfairly entered into a hire purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and he shouldn’t have been lent to. ... (4 pages)View decision -
Decision Reference DRN8918968
9 May 2017 Madison CF UK Limited Not upheldBanking and creditMr I complains that Madison CF UK Limited, trading as 118 118 Money, lent him money irresponsibly.backgroundMr I applied for a 118 118 loan in December 2015 for £2,000 over two years. He says he had a gambling problem at the time, and 118 118 should’ve known that from lo... (2 pages)View decision -
Decision Reference DRN-3506353
30 May 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3506353 The complaint Mr P’s complaint is about Barclays Bank UK PLC (trading as Barclaycard) not refunding payments he made on an online casino website. What happened The circumstances of this complaint are well known to both parties, so I will not repeat them all again here in detail... (3 pages)View decision -
Decision Reference DRN-6227424
2 Apr 2026 East End Fair Finance Limited UpheldConsumer CreditDRN-6227424 The complaint Mr J has complained that East End Fair Finance Limited trading as Fair Finance (“Fair Finance”) What happened Below is a summary of Mr J’s borrowing. loan number loan amount agreement date repayment date number of monthly instalments highest repayment per loa... (4 pages)View decision