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 4619 results
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Decision Reference DRN-3550683
11 Aug 2022 Virgin Money Personal Financial Service Ltd Not upheldConsumer CreditDRN-3550683 The complaint Mr B complains that Virgin Money Personal Financial Service Ltd (‘Virgin’) irresponsibly gave him a loan without adequate checks. What happened On 26 May 2021, Mr B applied for a loan of £7,000 with Virgin. In 2021, Mr B brought a complaint to us about Virgin to s... (2 pages)View decision -
Decision Reference DRN-3881212
31 Jan 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3881212 The complaint Mrs J complains that NewDay Ltd irresponsibly gave her a credit card account that she couldn’t afford. What happened In March 2020, Mrs J’s Argos credit card was opened by NewDay Ltd with an initial credit limit of £700. The credit limit was increased to £1,450 on... (2 pages)View decision -
Decision Reference DRN4907212
30 Sep 2013 Moneybookers Ltd Not upheldBanking and creditMs L complains that Skrill Limited cancelled a payment she had made through it to her account with an offshore gambling site. She says that, but for the cancelled payment, her bet would have won her €632. backgroundMs L used Moneybookers to make a payment from her bank account to ... (2 pages)View decision -
Decision Reference DRN1046932
20 Feb 2018 Capital One (Europe) plc Not upheldBanking and creditMr D complains that Capital One (Europe) plc (Capital One) wrongly applied charges to his account. He would like the charges refunded, with interest.backgroundMr D says Capital One charged him fees for cash transfers when no physical cash was withdrawn. For example elect... (2 pages)View decision -
Decision Reference DRN-4773722
22 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4773722 The complaint Mr M complains that Barclays Bank UK PLC won’t refund money as a result of a scam. What happened Between June to July 2023, Mr M used an online casino that I’ll call ‘S’ – he made a number of card payments to use the site that went through several different overse... (3 pages)View decision -
Decision Reference DRN-4206833
29 Jun 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4206833 The complaint Mr J complains that Lloyds Bank PLC lent to him irresponsibly. What happened Mr J applied for a credit card account in June 2009. Lloyds approved the application and opened the account with an initial credit limit of £2000. The credit limit was increased to £2550 ... (3 pages)View decision -
Decision Reference DRN-1395764
21 May 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1395764 The complaintMr G complains that HSBC UK Bank Plc (HSBC) irresponsibly allowed him to open an account with a £1,000 overdraft and also allowed him to spend in excess of that overdraft. What happenedOur investigator’s background summary covered all the relevant facts and issues,... (3 pages)View decision -
Decision Reference DRN4786951
9 Mar 2016 Contis Financial Services Limited Not upheldBanking and creditMr B complains that Contis Financial Services Limited will not refund disputed debit card payments on his account.backgroundMr B took an Engage account and debit card, issued by Contis. The disputed transactions were made to an online gambling website. Mr B says he did ... (2 pages)View decision -
Decision Reference DRN9127287
11 Jul 2016 Barclays Bank Plc Not upheldBanking and creditMr W complains about three loans taken out with Barclays Bank Plc. He believes insufficient checks were carried out when he applied for the loans and had appropriate checks been completed, they wouldn’t have been agreed. Mr W is represented in his complaint by his fat... (3 pages)View decision -
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
