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 4777 results
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Decision Reference DRN7683263
24 Oct 2017 National Westminster Bank Plc UpheldBanking and creditMrs F has complained National Westminster Bank Plc did little to help her when she told them fraudulent gambling transactions had been made from her account.backgroundMrs F noticed 38 gambling transactions had been made from her account over a couple of days in Februar... (2 pages)View decision -
Decision Reference DRN-2274578
17 Feb 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2274578 The complaint Mr E complains that NewDay Ltd rejected his claim under Section 75 Consumer Credit Act 1974 in respect of undelivered wine. What happened In October 2018, Mr E purchased wine from a merchant at a cost of £4500. He used his credit card for the transaction. He had m... (3 pages)View decision -
Decision Reference DRN-5505378
30 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5505378 The complaint Mr H complains Santander UK Plc didn’t intervene when he made two large payments to a gambling company and then failed to support him. What happened Mr H was experiencing a downturn in his mental health, and he made two large card payments to a gambling site,... (5 pages)View decision -
Decision Reference DRN-5289011
31 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5289011 The complaint Mr P is unhappy with Monzo Bank Ltd. He said Monzo failed in its duty of care to protect him when his gambling got out of control. Mr P would like Monzo to refund him his gambling losses. What happened Mr P is unhappy with the level of service and care he rec... (3 pages)View decision -
Decision Reference DRN5139540
5 Jan 2018 MBNA Limited Not upheldBanking and creditMr H complains that MBNA Limited increased his credit limit at a time when it was aware of his gambling addiction. Mr H also complains that MBNA increased the interest rate on his account.backgroundMr H says that MBNA increased the credit limit on his account irr... (2 pages)View decision -
Decision Reference DRN3705839
5 Jan 2016 TSB Bank plc Not upheldBanking and creditMr B complains TSB Bank Plc won’t refund a large amount of money that was taken from his account and used for gambling. He says he didn’t spend the money – or allow anybody else to do it for him. Mr B wants TSB to refund the money.backgroundMr B says he lost ... (2 pages)View decision -
Decision Reference DRN-2673480
30 Mar 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2673480 The complaint Mr K complained that Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) did not contact him to offer help when he was using his credit card for gambling. What happened Mr K had a credit card through Barclaycard for many years. In around November 2017 Mr K... (2 pages)View decision -
Decision Reference DRN-3604691
8 Sep 2022 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-3604691 The complaint Mr M complains that Sainsbury’s Bank Plc irresponsibly lent him money on a credit card and failed to intervene when it saw he was spending considerable sums on gambling. What happened Mr M applied for a credit card with Sainsbury’s on 28 January 2018. Sainsbury’s ... (2 pages)View decision -
Decision Reference DRN-4520965
18 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4520965 The complaint Mr N complains that Monzo Bank Ltd (“Monzo”) failed to protect his account and refund transactions he didn’t make. What happened What Mr N says Mr N contacted Monzo and advised them that he wanted to report a number of transactions relating to a specific merchant ... (4 pages)View decision -
Decision Reference DRN7286215
5 Feb 2020 NewDay Ltd Not upheldBanking and creditMr H complains that a loan from NewDay Limited, trading as Aqua, wasn’t affordable for him and that it shouldn’t have been made to him. He also complains that the credit limit increases on his credit card account with Aqua weren’t affordable for him and that it should’ve made more checks. ... (3 pages)View decision
