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 5830 results
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Decision Reference DRN-4791124
10 May 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4791124 The complaint Mr S complains that Moneybarn No. 1 Limited, trading as Moneybarn (‘Moneybarn’), irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In September 2020, Mr S acquired a used car financed by a conditional sa... (3 pages)View decision -
Decision Reference DRN-2913463
21 Sep 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2913463 The complaint Mr B complains Barclays Bank UK Plc trading as Barclaycard (Barclaycard) acted irresponsibly when increasing his credit card limit. What happened Mr B was accepted for a Barclaycard credit card in 2015, his agreed credit limit was £2,500. In January 2017, followin... (4 pages)View decision -
Decision Reference DRN-5222208
14 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5222208 The complaint Mr M complained because Santander UK Plc refused to refund him for transactions he said he hadn’t authorised. What happened On 1 November 2024, Mr M rang Santander. There were three transactions on his current account to a gambling firm, totalling £800. Mr M ... (4 pages)View decision -
Decision Reference DRN-3141894
15 Dec 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3141894 The complaint Mr S complains about the level of support provided by Barclays Bank UK PLC trading as Barclaycard (Barclaycard) when he got in to financial difficulties. What happened What Mr S says Mr S says that he has a Barclaycard and that over the years his credit limit and ... (3 pages)View decision -
Decision Reference DRN-5094181
22 Oct 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-5094181 The complaint Mr C has complained that Tesco Personal Finance PLC trading as Tesco Bank acted irresponsibly when it provided him with a credit card in 2017. The limit of the card was increased twice in 2018 and 2019, Mr C has said that all lending decisions made by Tesco in ... (3 pages)View decision -
Decision Reference DRN6650736
9 Jul 2013 Nationwide Building Society Not upheldBanking and creditsummary of complaintMr B complains that Nationwide Building Society is holding him liable for disputed transactions which occurred using his debit card. background The following activity is relevant to this complaint: On 15 February an online gambling account was set up using... (2 pages)View decision -
Decision Reference DRN1373662
1 Feb 2018 Casheuronet UK LLC UpheldBanking and creditMr M complains that CashEuroNet UK LLC, trading as Pounds to Pocket, gave him loans he couldn’t afford to repay.backgroundMr M took out the following instalment loans from Pounds to Pocket:date£ amount borroweddate repaid16 June 2013450top-up10 April 2014450top-up31 M... (3 pages)View decision -
Decision Reference DRN2019987
9 Oct 2017 Lloyds Bank PLC Not upheldBanking and creditMr H complains that Lloyds Bank PLC has refused to refund some disputed transactions. Mr H says he is the victim of fraud and he wants Lloyds to refund the money.backgroundMr H says he contacted Lloyds in April 2017 because he’d noticed some transactions on his curr... (2 pages)View decision -
Decision Reference DRN-5295553
14 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5295553 The complaint Miss D complains that Barclays Bank UK PLC trading as Barclaycard lent to her irresponsibly. What happened On 6 November 2016, Miss D opened a Barclaycard account as follows: Date Event Credit limit 6 November 2016 Opening limit £3,400 26 June 2017 Credit Limi... (4 pages)View decision -
Decision Reference DRN5450063
20 Jun 2013 National Westminster Bank Plc Not upheldBanking and creditMr K says National Westminster Bank Plc lent to him irresponsibly when he was a vulnerable adult student with a gambling addiction. backgroundThe lending took place under the bank’s ‘professional trainee loan’ scheme. This scheme was ‘aimed at helping full time students meet their study... (2 pages)View decision