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 DRN5309479
27 May 2016 Everyday Loans Limited Not upheldBanking and creditMr S complains that Everyday Loans Limited was irresponsible to lend him money and that the charges were excessive and unreasonable.background Everyday Loans approved a £3,000 loan to Mr S in February 2015. Mr S says he told them he was gambling so they shouldn’t ... (1 page)View decision -
Decision Reference DRN-3600825
29 Jul 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3600825 The complaint Miss R complained that TSB Bank plc (“TSB”) acted irresponsibly by providing her with an overdraft facility and increasing her overdraft limit. She is also unhappy TSB failed to cancel her debit card and send her a cash card as a replacement. She says this led to ... (3 pages)View decision -
Decision Reference DRN-3354184
27 Jul 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3354184 The complaint Mr K complains Nationwide Building Society failed to offer him support to address his gambling, and they later froze an account and then closed all his accounts. What happened The facts below repeat much of what I said in my provisional decision. It is however nec... (5 pages)View decision -
Decision Reference DRN-2198456
14 Oct 2020 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2198456 The complaint Mr B’s complaint about Bank of Scotland plc trading as Halifax (Halifax) relates to Halifax’s failure to block his account, at his request, in order to help him not gamble. What happened On the 6 September Halifax told Mr B they would, at his request, block his ca... (2 pages)View decision -
Decision Reference DRN-2218297
17 May 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2218297 The complaint Mr P is unhappy with HSBC UK Bank Plc’s handling of his debit card fraud claim and its refusal to refund him for a series of disputed transactions he says he didn’t make. What happened Mr P contacted HSBC in May 2019 to report a series of gambling transactions ove... (3 pages)View decision -
Decision Reference DRN-4035707
4 Aug 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4035707 The complaint Mr I has complained that Metro Bank PLC failed to refund transactions he made to a gaming website which was acting illegally within the UK. What happened Mr I had a gaming account with an online casino that was based outside of the UK. Over the course of two month... (3 pages)View decision -
Decision Reference DRN-4604208
1 Nov 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4604208 The complaint Mr R complains that PayPal (Europe) Sarl et Cie SCA (“PayPal”) allowed him to use his account to gamble extensively without any interventions or checks. Mr R says that PayPal’s failure to intervene caused him a great deal of financial loss and harm. Mr R also ... (6 pages)View decision -
Decision Reference DRN-5241840
30 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5241840 The complaint A company which I’ll refer to as ‘S’ complains that Barclays Bank UK Plc failed to stop gambling transactions from leaving its account. The complaint is brought on S’s behalf by its director, Mr M. What happened Mr M told us: He applied for a Bounce Back L... (3 pages)View decision -
Decision Reference DRN4155544
18 Dec 2017 HSBC Bank plc UpheldBanking and creditS, a limited company, complains that HSBC Bank Plc will not refund payments that were not authorised from its account.backgroundThe payments that are disputed were made using the company debit card held by the director. These were to two separate gambling businesses and w... (3 pages)View decision -
Decision Reference DRN4857826
4 Mar 2020 Barclays Bank UK PLC Not upheldBanking and creditMr S complains that Barclays Bank UK PLC (trading as Barclaycard) didn’t block his credit card after he’d notified it of his gambling addiction and this was irresponsible. As a result he used his credit card and spent £2,300 on gambling transactions which he’d like written off.backgroundIn... (3 pages)View decision
