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
-
Decision Reference DRN2625075
13 Sep 2013 Lloyds TSB Bank Plc Not upheldBanking and creditMiss B complains that Lloyds TSB Bank Plc has not refunded a number of transactions that she says she did not make or authorise.backgroundMiss B disputes five online payments made on her tablet computer to an account with a gambling website. Miss B says she went to a party where she ... (2 pages)View decision -
Decision Reference DRN-3600825
29 Jul 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3600825 The complaint Miss R complained that TSB Bank plc (“TSB”) acted irresponsibly by providing her with an overdraft facility and increasing her overdraft limit. She is also unhappy TSB failed to cancel her debit card and send her a cash card as a replacement. She says this led to ... (3 pages)View decision -
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-2218297
17 May 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2218297 The complaint Mr P is unhappy with HSBC UK Bank Plc’s handling of his debit card fraud claim and its refusal to refund him for a series of disputed transactions he says he didn’t make. What happened Mr P contacted HSBC in May 2019 to report a series of gambling transactions ove... (3 pages)View decision -
Decision Reference DRN-1555961
3 Dec 2020 Marq Millions Limited Not upheldBanking and PaymentsDRN-1555961 The complaint Mr S has complained that Marq Millions Limited, trading as Arro Money (“Arro”), shouldn’t have unblocked his bank account, after it blocked it because of his spending on gambling websites. Mr S is represented in this complaint by his father. What happened Mr S set... (4 pages)View decision -
Decision Reference DRN-5654546
22 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5654546 The complaint Mr G complains about the actions of Nationwide Building Society in relation to an overdraft he had with it. What happened Mr G took out a student account with Nationwide, which has an overdraft facility of £1,000. Mr G says he used the account excessively for... (3 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 DRN4155544
18 Dec 2017 HSBC Bank plc UpheldBanking and creditS, a limited company, complains that HSBC Bank Plc will not refund payments that were not authorised from its account.backgroundThe payments that are disputed were made using the company debit card held by the director. These were to two separate gambling businesses and w... (3 pages)View decision -
Decision Reference DRN-5505618
25 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5505618 The complaint Mr C has complained that Monzo Bank Ltd acted irresponsibly when it provided him a £500 overdraft facility in March 2024. Background Mr C has a number of accounts with Monzo. In March 2019 he disclosed to the bank that he had a compulsive spending problem that... (4 pages)View decision -
Decision Reference DRN-5775713
27 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5775713 The complaint Miss F complains that Nationwide Building Society lent to her irresponsibly. What happened Miss F has had a current account with Nationwide for several years. An overdraft was added to the account and later increased as follows: Date Credit limit Increase / de... (4 pages)View decision
