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 4576 results
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Decision Reference DRN-2787629
4 May 2021 Progressive Money Limited UpheldConsumer CreditDRN-2787629 The complaint Ms S complains that Progressive Money Limited (“Progressive”) lent to her in an irresponsible manner. What happened Ms S was given a single loan by Progressive. She borrowed £5,000 in July 2018 and agreed to repay the loan in 36 monthly instalments. Part of the lo... (6 pages)View decision -
Decision Reference DRN1562326
22 Apr 2015 Lloyds Bank PLC Not upheldBanking and creditMrs F complains that Lloyds Bank plc will not refund fraudulent payments made from her bank account.backgroundMrs F disputes payments made from her account to gambling sites between May 2012 and August 2013. She says that she did not make these payments, and – as she d... (2 pages)View decision -
Decision Reference DRN-3319245
12 Apr 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3319245 The complaint Mr M complains about Barclays Bank UK PLC trading as Barclaycard and their failure to prevent him from using his credit card for gambling transactions. What happened Mr M held a credit card with Barclays, which from June 2015 had a credit limit of £4,300 with a ca... (5 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 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-2759675
11 Jun 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2759675 The complaint Mr N complains that National Westminster Bank Plc won’t refund payments he says he didn’t make from his account. What happened Mr N contacted NatWest to dispute payments made with his card online to a gambling company. He says he didn’t make these payments and is ... (3 pages)View decision -
Decision Reference DRN-4297305
29 Aug 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4297305 The complaint Mr E complains that Clydesdale Bank Plc trading as Virgin Money was irresponsible in its lending to him. What happened Mr E was provided with a credit card in July 2018 by Virgin Money with a credit limit of £1,800. Mr E says that he built up a large debt on the c... (2 pages)View decision -
Decision Reference DRN1574688
22 Oct 2019 The Royal Bank of Scotland Plc Not upheldBanking and creditMr A complains The Royal Bank of Scotland Plc (RBS) won’t refund money that was spent on a gambling website. He says he didn’t spend this money.Mr A is helped in his complaint by a family member. But, for ease, I’ll refer to most things as though Mr A has said them himself.backgroundThe de... (4 pages)View decision -
Decision Reference DRN5689074
24 Jan 2020 Tandem Bank Limited Not upheldBanking and creditMr R has complained about Tandem Bank Limited and the charges they’ve applied to his credit card account after processing gambling transactions as cash advances.backgroundMr R made three gambling transactions on his tandem credit card account worth £1,000 each. These transactions were proc... (2 pages)View decision -
Decision Reference DRN-2885052
18 Sep 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2885052 The complaint Mr C is unhappy with Santander UK Plc because it hasn’t refunded transactions to gambling websites which he’s says he didn’t auhtorise. What happened The details of this case are well-known to both parties. And prior to issuing this final decision I’ve discussed t... (3 pages)View decision
