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 5520 results
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Decision Reference DRN1613101
13 Feb 2020 Barclays Bank UK PLC UpheldBanking and creditMr C has complained Barclays Bank UK PLC refuse to refund him for two sets of disputed transactions from his account in 2016. The first set are for cash withdrawals at casino booths and the second set are online gambling transactions.background During a trip to the US in 2016, Mr C realise... (5 pages)View decision -
Decision Reference DRN-3428976
16 Sep 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3428976 The complaint Mr G complains that PayPal (Europe) Sarl et Cie SCA allowed him to use his accounts with them to gamble extensively without any interventions or checks. Mr G also complains that PayPal (Europe) Sarl et Cie SCA breached their own terms and conditions by permitting ... (3 pages)View decision -
Decision Reference DRN-5757119
29 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5757119 The complaint Miss N complains that The Royal Bank of Scotland Plc (“RBS”) mishandled her request that it recover money she had paid to an online gambling site. What happened Between September 2024 and January 2025 Miss N made a large number of payments to an online gambling... (3 pages)View decision -
Decision Reference DRN-5272697
19 Mar 2025 NewDay Ltd Not upheldConsumer CreditDRN-5272697 The complaint Ms N complains that NewDay Ltd irresponsibly gave her a loan she couldn’t afford to repay. What happened In April 2019, Ms N was granted a £5,000 loan with NewDay. She was required to pay 18 monthly repayments of £326.64. Ms N also held a NewDay credit card whi... (4 pages)View decision -
Decision Reference DRN-2858528
6 May 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-2858528 The complaint Mr G complains that Loans 2 Go Limited lent to him irresponsibly. What happened In May 2020, Mr G approached Loans 2 Go and applied for and was given a loan of £1,000. It had an Annual Percentage Rate (APR) of 1,013.2% and was to be repaid in 18 monthly instalment... (4 pages)View decision -
Decision Reference DRN-4549767
12 Jan 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4549767 The complaint Mrs L complains that HSBC UK Bank Plc (“HSBC”) lent to her irresponsibly. What happened Mrs L successfully applied for two loans with HSBC in 2019. The first loan was taken out in February 2019 and Mrs L repaid this a few days later. Mrs L then took out a further ... (4 pages)View decision -
Decision Reference DRN-5973636
25 Nov 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5973636 The complaint Miss W complains that Nationwide Building Society (“Nationwide”) irresponsibly provided her with a personal loan. What happened Nationwide provided Miss W with a personal loan in July 2021 for £10,000, repayable over a 60-month term, with a total amount payabl... (8 pages)View decision -
Decision Reference DRN0516360
28 Jul 2017 Carcashpoint Limited Not upheldBanking and creditMr P complains that CarCashPoint Limited lent him money he couldn’t afford to repay. backgroundMr P took out a £1060 loan with CarCashPoint in December 2016. He complained to CarCashPoint earlier this year that the loan wasn’t affordable for him and that it was irresp... (3 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-5599387
3 Jun 2025 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-5599387 The complaint Mr O complains that JAJA FINANCE LTD trading as Jaja Credit Card (Jaja) lent irresponsibly when it approved his credit card application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: M... (4 pages)View decision