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 4703 results
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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 DRN6897373
5 Dec 2013 PayPal Sarl & Cie, SCA Not upheldBanking and creditMiss W complains that PayPal Sarl & Cie, SCA has not refunded transactions that she says she did not make or authorise.backgroundMiss W used a gambling website to place a number of bets. She paid the stakes to the bookmaker from her PayPal account, which was fed by her bank account... (2 pages)View decision -
Decision Reference DRN-4233356
11 Dec 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4233356 Complaint Ms M is unhappy that Lloyds Bank PLC (“Lloyds”) didn’t do more to stop her from gambling when she had a problem between September 2016 and July 2017. Background In January 2023, Ms M complained to Lloyds to say that it didn’t do enough to help during a difficult perio... (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-4400536
11 Jan 2024 Zopa Bank Limited Not upheldBanking and PaymentsDRN-4400536 The complaint Mrs W complains Zopa Bank Limited didn’t help her recover payments she disputed. What happened Mrs W has an account with Zopa Bank which she opened in 2021 and a credit card. In April 2023 Mrs W contacted Zopa Bank to say she’d used her card to make a number of pa... (3 pages)View decision -
Decision Reference DRN6480911
6 Jun 2019 National Westminster Bank Plc Not upheldBanking and creditMr W complains that National Westminster Bank Plc was irresponsible when it increased his overdraft and then lent him £3,000.backgroundOn 22 May 2019 I issued a provisional decision saying that subject to any further comments or evidence from Mr W or NatWest, I didn’t ... (2 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 DRN-4406837
21 Nov 2023 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4406837 The complaint Mr J complains that HSBC UK Bank Plc acted irresponsibly in lending him a personal loan. He thinks it should have realised he had a gambling addiction which meant the loan was unaffordable for him. What happened Mr J took out a personal loan with HSBC in March 201... (3 pages)View decision -
Decision Reference DRN0118092
12 Nov 2015 Hastings Insurance Services Ltd UpheldInsurance (excluding PPI)Miss B complains that Hastings Insurance Services Ltd cancelled her car insurance policy after it found out she worked in a betting shop.backgroundMiss B took out the policy online. She gave her occupation as ‘assistant manager retailing’. Hastings cancelled the policy ... (2 pages)View decision -
Decision Reference DRN7421887
8 Jun 2017 Tesco Personal Finance PLC Not upheldBanking and creditMr C is unhappy that Tesco Personal Finance PLC has charged him fees and interest for payments he made to gambling companies using his credit card. backgroundEarly last year Tesco wrote to Mr C to advise him that, with effect from June, it would be changing some of ... (2 pages)View decision
