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-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 -
Decision Reference DRN-4546812
12 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4546812 The complaint Mrs W complains that National Westminster Bank Plc (“NatWest”) refused to raise chargeback claims in respect of money held with two gambling merchants. She also complains that NatWest failed to offer her support as a vulnerable customer and sent her a letter about... (6 pages)View decision -
Decision Reference DRN-4832568
4 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4832568 The complaint Mr T complains because National Westminster Bank Plc refused to refund gambling transactions which he says he didn’t authorise. What happened In September 2018 Mr T contacted NatWest to query multiple gambling transactions on his account which he says he didn’t au... (3 pages)View decision -
Decision Reference DRN4908948
2 Sep 2019 Starling Bank Limited Not upheldBanking and creditMr Q is unhappy with the service he’s received from Starling Bank Limited (Starling) after opening a bank account. He’s also unhappy the account wasn’t closed when he asked for it to be.backgroundMr Q opened an account with Starling. He says he was attracted by its advertised features of b... (2 pages)View decision -
Decision Reference DRN-3189781
30 Nov 2021 Oplo HL Ltd Not upheldMortgagesDRN-3189781 The complaint Mr K and Mr K complain that 1st Stop Home Loans Limited (1st Stop) lent to them irresponsibly. What happened Mr K and Mr K are father and son – referred to here as Mr KS (senior - father) and Mr KJ (junior - son). They lived together, although the house was in the... (4 pages)View decision -
Decision Reference DRN-5597565
21 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5597565 The complaint Mr I complains that Barclays Bank UK PLC didn’t protect him from significant financial harm, as a vulnerable customer, in relation to a current account and overdraft facility he has with it. Mr I is being represented in bringing his complaint to this Service. ... (4 pages)View decision -
Decision Reference DRN2533197
8 Jan 2020 Santander UK Plc Not upheldBanking and creditMr W is unhappy that Santander UK Plc did not block his card from being used at a specific gambling company. As a result, he spent £10,200. Mr W wants Santander to refund this money as he thinks he should have been protected when he asked for his card to be blocked a few months earlier. ba... (4 pages)View decision -
Decision Reference DRN-5410051
19 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5410051 The complaint Mr G complains Revolut Ltd didn’t do enough to help him when he shared the fact that he has a gambling problem. What happened Mr G has told us that he has a gambling problem for a few years and at the time of this complaint had been in recovery for approximatel... (4 pages)View decision -
Decision Reference DRN-4506764
26 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4506764 The complaint Mr O has complained that Barclays Bank UK PLC failed to protect him when he was experiencing poor mental health and gambled £70,000 over a two-month period. Background Mr O suffers from serious mental health issues. In September 2018 he sold a property and deposit... (3 pages)View decision -
Decision Reference DRN-3140612
11 Feb 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3140612 The complaint Mr A complains that Bank of Scotland plc (trading as Halifax) won’t refund him for transactions to gambling companies he says he didn’t make or agree to. What happened Mr A holds a current account with Halifax. In July 2020 he paid a large sum in to this account f... (3 pages)View decision
