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 4576 results
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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 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-1552338
2 Feb 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-1552338 The complaint Mrs K is unhappy with how National Westminster Bank Plc treated her after she became overdrawn. What happened Mrs K held a number of current and a savings account with NatWest. In early June 2019, after an intense period of gambling which left Mrs K overdrawn by ... (5 pages)View decision -
Decision Reference DRN-5221747
6 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5221747 The complaint Mr M complains Barclays Bank UK PLC didn’t place a vulnerability marker on his account regarding his gambling addiction when he blocked his debit card from making gambling transactions. He states this meant Barclays didn’t follow its safeguarding process when h... (5 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 -
Decision Reference DRN-4560116
20 Feb 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4560116 The complaint Mr A is unhappy that TSB Bank 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 here.... (3 pages)View decision -
Decision Reference DRN1495759
5 Jul 2018 TSB Bank plc UpheldBanking and creditMr G has complained TSB Bank plc placed a CIFAS marker against his name. This has meant he can’t open another bank account.backgroundMr G had a number of disputes about his account in July and August 2016. He firstly didn’t recognise some payments to a gambling ... (3 pages)View decision -
Decision Reference DRN-3789917
31 Jan 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3789917 The complaint Miss D complains that Santander UK Plc treated her unfairly by allowing her to make gambling transactions from her account. Miss D is represented throughout by her mother, Ms P. What happened Miss D had a current account with Santander. Ms P told us: In March 202... (3 pages)View decision -
Decision Reference DRN1338740
17 May 2016 Indigo Michael Limited UpheldBanking and creditMr M complains about loans he took out with Indigo Michael Limited T/as SafetyNetCredit. He believes he should never have been lent to as he couldn’t afford to repay the loans because of his existing commitments and gambling addiction. backgroundMr M borrowed £300 from S... (3 pages)View decision -
Decision Reference DRN-5230153
21 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5230153 The complaint Mr G has complained that HSBC UK Bank Plc failed to offer him support when he began spending in a compulsive and harmful way. Mr G is being represented by a family member. For the sake of clarity when I refer to Mr G’s submissions I mean those provided by himse... (3 pages)View decision
