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 4944 results
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Decision Reference DRN-2308919
18 Feb 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-2308919 The complaint Mr F has complained Nationwide Building Society won’t refund transactions he didn’t authorise. What happened In December 2019 Mr F complained to Nationwide his card details had been used for gambling transactions which he’d not made. Nationwide contacted the gambl... (3 pages)View decision -
Decision Reference DRN6480911
6 Jun 2019 National Westminster Bank Plc Not upheldBanking and creditMr W complains that National Westminster Bank Plc was irresponsible when it increased his overdraft and then lent him £3,000.backgroundOn 22 May 2019 I issued a provisional decision saying that subject to any further comments or evidence from Mr W or NatWest, I didn’t ... (2 pages)View decision -
Decision Reference DRN-2928622
31 Jan 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2928622 The complaint Mr P complains about National Westminster Bank Plc (NWB) and the way they handled, and declined, his request for a refund of transactions made to gambling websites. What happened Mr P held a current account and credit card account with NWB. On 17 August 2020, Mr P... (3 pages)View decision -
Decision Reference DRN-4400536
11 Jan 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4400536 The complaint Mrs W complains Zopa Bank Limited didn’t help her recover payments she disputed. What happened Mrs W has an account with Zopa Bank which she opened in 2021 and a credit card. In April 2023 Mrs W contacted Zopa Bank to say she’d used her card to make a number of pa... (3 pages)View decision -
Decision Reference DRN-5497730
26 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5497730 The complaint Mr T complains that National Westminster Bank plc (NatWest) failed to apply preventative measures to his bank account which meant that gambling transactions totalling over £30,000 debited when they should have been stopped. What happened In early 2023, Mr T ma... (3 pages)View decision -
Decision Reference DRN-4071858
13 Dec 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4071858 The complaint Mr G complains Monzo Bank Ltd has refused to refund gambling transactions debited from his account while he had a gambling block turned on. What happened Mr G has a current account with Monzo, and in late June 2022 he turned on the gambling block for his account. ... (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-5592761
27 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5592761 The complaint Mr B has complained Starling Bank Limited wouldn’t use the international card schemes chargeback mechanism to secure him a refund for gambling transactions. He’d made these after unsuccessfully trying to close his gambling account with the merchant involved. Wh... (2 pages)View decision -
Decision Reference DRN-4543180
1 Feb 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4543180 The complaint Ms D complains that Capital One (Europe) plc lent irresponsibly when it increased the credit limit on her credit card. Ms D also complains that Capital One failed to monitor her account and provide support. What happened Ms D had an existing credit card with Capit... (3 pages)View decision -
Decision Reference DRN7421887
8 Jun 2017 Tesco Personal Finance PLC Not upheldBanking and creditMr C is unhappy that Tesco Personal Finance PLC has charged him fees and interest for payments he made to gambling companies using his credit card. backgroundEarly last year Tesco wrote to Mr C to advise him that, with effect from June, it would be changing some of ... (2 pages)View decision
