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 4717 results
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Decision Reference DRN7410896
29 Jan 2019 Indigo Michael Limited Not upheldBanking and creditMr N complains that Indigo Michael Limited (trading as SafetyNet Credit) lent him money irresponsibly because they failed to conduct a proper affordability check before extending credit.backgroundIn March 2016 Mr N opened an account with SNC with a credit limit of £350... (2 pages)View decision -
Decision Reference DRN-4337633
15 Dec 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4337633 The complaint Mr S is unhappy that Santander UK Plc didn’t do more to help stop him losing money to gambling via payments made from his current account. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail h... (3 pages)View decision -
Decision Reference DRN1562326
22 Apr 2015 Lloyds Bank PLC Not upheldBanking and creditMrs F complains that Lloyds Bank plc will not refund fraudulent payments made from her bank account.backgroundMrs F disputes payments made from her account to gambling sites between May 2012 and August 2013. She says that she did not make these payments, and – as she d... (2 pages)View decision -
Decision Reference DRN-4531250
24 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4531250 The complaint Mr D complains about the service he received from Monzo Bank UK PLC (“Monzo”). He says Monzo failed to place a block on his account to prevent him making payments to an external account he used to gamble from and this resulted in gambling losses of over £20,000. M... (3 pages)View decision -
Decision Reference DRN2436994
31 Oct 2013 Lloyds Bank PLC Not upheldBanking and creditMr H complains that Lloyds TSB Bank Plc PLC lent irresponsibly to him after he informed the bank of his gambling problem. background The circumstances leading to this complaint were set out in my provisional decision dated 8 October 2013, a copy of which is attached and forms part of ... (5 pages)View decision -
Decision Reference DRN-2787629
4 May 2021 Progressive Money Limited UpheldConsumer CreditDRN-2787629 The complaint Ms S complains that Progressive Money Limited (“Progressive”) lent to her in an irresponsible manner. What happened Ms S was given a single loan by Progressive. She borrowed £5,000 in July 2018 and agreed to repay the loan in 36 monthly instalments. Part of the lo... (6 pages)View decision -
Decision Reference DRN4755652
11 Apr 2019 Barclays Bank UK PLC Not upheldBanking and creditMr S complains that Barclays Bank UK PLC (Barclays) lent to him irresponsibly. He also feels that Barclays should not have given him a £6,000 credit limit; it should have placed a daily limit on his credit card use; that it failed to provide him with an acknowledgmen... (2 pages)View decision -
Decision Reference DRN-3384239
21 Mar 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3384239 The complaint Mr F complains Monzo Bank Limited didn’t apply its gambling block the way it said it would and that he gambled and lost money as a result. What happened Mr F has an account with Monzo Bank and, he says, a couple of other businesses. Monzo offers its customers the ... (4 pages)View decision -
Decision Reference DRN-3173831
23 Dec 2021 Barclays Bank UK PLC UpheldMortgagesDRN-3173831 The complaint Mr and Mrs B complain that Barclays Bank UK Plc mis-sold their mortgage and the accompanying mortgage current account reserve (MCA). They also complain that Barclays ought to have recognised that Mr B had a gambling problem. What happened In 2007 Barclays recommen... (5 pages)View decision -
Decision Reference DRN-4851250
23 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4851250 The complaint Mr B has complained that Monzo Bank Ltd did not do enough to support him with his gambling addiction. What happened Mr B has a long standing gambling addiction. He thought that the pattern of transactions on his bank account should have prompted Monzo to step i... (4 pages)View decision
