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 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 DRN4116697
2 Oct 2013 Barclays Bank Plc UpheldBanking and creditMr R reported to Barclays Bank Plc a payment to a gambling website that he says he did not authorise. Mr R complains that Barclays has held him liable for it.backgroundThe circumstances leading to this complaint were set out in my provisional decision of August 2013, a copy of which is... (5 pages)View decision -
Decision Reference DRN-4876890
4 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4876890 The complaint Mr G complains that National Westminster Bank Plc failed in its duty of care to him by allowing him to make a number of payments. What happened In February 2023, Mr G received a large sum of money into his account. In the weeks that followed he spent the majori... (2 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 DRN-3227260
25 Jan 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3227260 The complaint Mr M complains that Santander UK Plc (“Santander”) unfairly declined to make a chargeback following a dispute. What happened The background of this complaint is well known to all parties, so I’ve summarised events. Mr M gambled using an online casino I’ll refer t... (2 pages)View decision -
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 DRN9840213
31 May 2017 HSBC Bank plc Not upheldBanking and creditMr H complains that HSBC Bank Plc has not treated him fairly in that it allowed him to continue borrowing, even after he had told it of his gambling addiction. He would like the bank to write off the overdraft he says it wrongly extended to him. background Mr H ha... (2 pages)View decision -
Decision Reference DRN-4806566
9 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4806566 The complaint Mr B complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing him with an overdraft and granting him a credit card account. What happened Mr B was given an overdraft with his current account in April 2022 with an initial overdraft limit of £500. Th... (3 pages)View decision -
Decision Reference DRN6546106
2 Dec 2015 Lloyds Bank PLC Not upheldBanking and creditMr S says Lloyds Bank PLC shouldn’t have lent him any money.backgroundMr S asked Lloyds for loans twice in early-2013 but the bank turned him down because it didn’t think he could afford the repayments. In April 2013 he asked again and got a £4,000 loan. He met the m... (4 pages)View decision -
Decision Reference DRN-4792369
23 May 2024 Aro Finance Limited Not upheldMortgagesDRN-4792369 The complaint Mr and Mrs S complain that Aro Finance Limited – formerly Freedom Finance Limited – mis-sold them a secured loan (second charge mortgage). They say the advice it gave them to take out the loan was unsuitable given their circumstances. What happened Mr and Mrs S fi... (5 pages)View decision
