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-2816977
1 Jul 2021 TSB Bank plc Not upheldConsumer CreditDRN-2816977 The complaint Mr and Mrs A complain that TSB Bank Plc declined an application for a loan. What happened In September 2020 Mr A applied to TSB for a loan. He was subsequently advised that his application couldn’t be considered because of the level, of gambling transactions being... (3 pages)View decision -
Decision Reference DRN-1944040
23 Mar 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1944040 The complaint Mr D complains that National Westminster Bank Plc won’t refund payments made from his account to an online gambling firm. He says he didn’t make the payments. What happened The background to this complaint is well-known to both parties, so I’ll only provide a brie... (3 pages)View decision -
Decision Reference DRN-5226612
20 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5226612 The complaint Mr M says Bank of Scotland plc, trading as “Halifax”, should’ve blocked his transactions and done more to protect his account. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. Mr M is no longer complain... (2 pages)View decision -
Decision Reference DRN-2278450
1 Feb 2021 Revolut Ltd Not upheldBanking and PaymentsDRN-2278450 The complaint Mr C complains about Revolut Ltd’s decision to hold him responsible for transactions which he says he didn’t authorise. What happened In March 2020, Mr C received a notification from his Revolut online banking application to let him know his card had been frozen d... (4 pages)View decision -
Decision Reference DRN1045870
3 Sep 2014 Bank of Scotland Plc Not upheldBanking and creditMr D complains that Bank of Scotland plc acted irresponsibly in not applying restrictions on gambling transactions made from his accounts.backgroundMr D says that he made numerous requests to the bank for it to block gambling transactions that are attempted on his credit card account... (2 pages)View decision -
Decision Reference DRN6947896
12 Dec 2019 HSBC UK Bank Plc Not upheldBanking and creditMr W is unhappy with the credit limit HSBC UK Bank Plc (HSBC) offered him on a new credit card.backgroundIn 2016 Mr W successfully applied for a new credit card with HSBC and was given a credit limit of £5,500. Mr W has exceeded the credit limit on the card, and he has entered into a payme... (2 pages)View decision -
Decision Reference DRN-5655499
31 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5655499 The complaint Mr K complains that Starling Bank Limited (“Starling”) didn’t raise chargebacks for him for transactions that took place on his account. What happened Mr K has said to us that he has a history of problem gambling. To protect himself from this, he placed a gambl... (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 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 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
