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-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 DRN4755652
11 Apr 2019 Barclays Bank UK PLC Not upheldBanking and creditMr S complains that Barclays Bank UK PLC (Barclays) lent to him irresponsibly. He also feels that Barclays should not have given him a £6,000 credit limit; it should have placed a daily limit on his credit card use; that it failed to provide him with an acknowledgmen... (2 pages)View decision -
Decision Reference DRN-3173831
23 Dec 2021 Barclays Bank UK PLC UpheldMortgagesDRN-3173831 The complaint Mr and Mrs B complain that Barclays Bank UK Plc mis-sold their mortgage and the accompanying mortgage current account reserve (MCA). They also complain that Barclays ought to have recognised that Mr B had a gambling problem. What happened In 2007 Barclays recommen... (5 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-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 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-5592851
2 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5592851 The complaint Miss C complains that Capital One (Europe) plc didn’t stop gambling transactions on her account. What happened Miss C opened a credit card account with Capital One in March 2020. She’s unhappy because Capital One didn’t stop transactions made to casinos and sub... (2 pages)View decision -
Decision Reference DRN-5465854
17 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5465854 The complaint Mr C complains that Nationwide Building Society (‘Nationwide’) failed in its duty of care towards him as a vulnerable customer when it failed to intervene when he was spending a significant amount on gambling sites. What happened Over the course of a single da... (3 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 -
Decision Reference DRN-2928622
31 Jan 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2928622 The complaint Mr P complains about National Westminster Bank Plc (NWB) and the way they handled, and declined, his request for a refund of transactions made to gambling websites. What happened Mr P held a current account and credit card account with NWB. On 17 August 2020, Mr P... (3 pages)View decision
