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 4598 results
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Decision Reference DRN-3644707
16 Sep 2022 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3644707 The complaint Mr N complains that Vanquis Bank Limited irresponsibly gave him a credit card he couldn’t afford to repay. What happened In July 2019, Mr N applied for a credit card with Vanquis. His application was accepted and he was given a card with a credit limit of £1,000. ... (3 pages)View decision -
Decision Reference DRN-4567492
19 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4567492 The complaint Mr C complains that Starling Bank Limited (“Starling”) failed to deal with his request for a refund after making a number of transactions. What happened Mr C explained that he registered with an online gambling website I’ll refer to as L. He transferred funds into... (3 pages)View decision -
Decision Reference DRN-3991631
22 May 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3991631 The complaint Mrs B complains that Santander UK Plc (“Santander”) lent to her irresponsibly and did nothing to support her despite informing it of her gambling problems and other vulnerabilities. What happened Mrs B held an account with Santander with an overdraft facility. Mrs... (4 pages)View decision -
Decision Reference DRN8199204
27 Apr 2018 TSB Bank plc UpheldBanking and creditMiss M complains TSB Bank plc approved her multiple applications to increase her overdraft when it shouldn’t have done so.backgroundMiss M switched to a TSB current account in July 2017. TSB says it initially declined Miss M’s online applications for an overdraft facili... (3 pages)View decision -
Decision Reference DRN-4378712
22 Nov 2023 Santander UK Plc Not upheldConsumer CreditDRN-4378712 Complaint Mr S has complained about a personal loan Santander UK Plc (“Santander”) provided to him. He says that Santander lent to him even though it ought to have been apparent he would use the funds for gambling. Background Mr S has also separately complained about the adequa... (4 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 DRN7639708
10 Apr 2019 Paysafe Financial Services Limited UpheldBanking and creditMr C complains that Paysafe Financial Services Limited (trading as Neteller) unfairly excluded transactions he made from a promotional cashback offer.background Mr C entered a reward scheme that said if he made transactions above a certain level he’d earn cashback. The ... (3 pages)View decision -
Decision Reference DRN0588586
1 Oct 2019 Santander UK Plc Not upheldBanking and creditMr R complains that Santander UK plc irresponsibly allowed him to increase his overdraft limit when it should have been clear it was unaffordable.backgroundMr R says he was given a £4,000 overdraft by Santander in 2017 that was both irresponsible and unaffordable. He says he used the overd... (2 pages)View decision -
Decision Reference DRN1860966
16 Feb 2017 Clydesdale Bank Plc Not upheldBanking and creditMr C complains that Clydesdale Bank Plc didn’t stop him using his credit card for gambling.backgroundMr C has had a credit card with the bank since 1987 and recently he has made use of it to spend significant sums gambling. In July 2016 he contacted the bank to compl... (2 pages)View decision -
Decision Reference DRN5321227
13 Nov 2019 Barclays Bank UK PLC Not upheldBanking and creditMiss G complains that Barclays Bank UK Plc (trading as Barclaycard) charged excessive interest and charges to her account in relation to gambling transactions. She says Barclaycard hasn’t acted fairly and should’ve identified from her spending that she had a problem. backgroundMiss G has a... (3 pages)View decision
