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 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 DRN2436994
31 Oct 2013 Lloyds Bank PLC Not upheldBanking and creditMr H complains that Lloyds TSB Bank Plc PLC lent irresponsibly to him after he informed the bank of his gambling problem. background The circumstances leading to this complaint were set out in my provisional decision dated 8 October 2013, a copy of which is attached and forms part of ... (5 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 DRN6988818
29 Dec 2016 Bank of Scotland Plc Not upheldBanking and creditMr M complained that Bank of Scotland plc, trading as Halifax, lent to him irresponsibly.backgroundIn autumn 2016, Mr M complained to Halifax that it had let his overdraft facility increase to £5,000. Mr M said that in February 2014 he’d been to a branch, told an a... (2 pages)View decision -
Decision Reference DRN0127959
9 Jul 2015 Santander UK Plc Not upheldBanking and creditMr C complains that Santander UK plc will not refund disputed transactions made from his current account.backgroundThe two disputed transactions were made from Mr C’s account by means of online debit card transactions. They were for £5 and £5,000, and both were to th... (2 pages)View decision -
Decision Reference DRN-2841116
29 Oct 2021 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-2841116 The complaint Mr J, on behalf of the estate of Mrs T, complains that The Co-operative Bank Plc (“Co-op”) failed to identify and intervene in compulsive spending on Mrs T’s account resulting from a gambling addiction. Mr J also complains that Co-op failed in its money laundering... (5 pages)View decision -
Decision Reference DRN-4851250
23 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4851250 The complaint Mr B has complained that Monzo Bank Ltd did not do enough to support him with his gambling addiction. What happened Mr B has a long standing gambling addiction. He thought that the pattern of transactions on his bank account should have prompted Monzo to step i... (4 pages)View decision -
Decision Reference DRN-1994712
12 Apr 2021 Barclays Bank UK PLC Not upheldConsumer CreditDRN-1994712 The complaint Miss K complains that Barclays Bank UK PLC acted irresponsibly when it provided loans to her. What happened Miss K had a current account with Barclays. She says that during the period between 2015 – 2017 Barclays provided her with five different loans. She says th... (4 pages)View decision -
Decision Reference DRN-4346226
2 Oct 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4346226 The complaint Ms D complained because Bank of Scotland plc, trading as Halifax, refused to refund her for gambling transactions which she said she didn’t authorise. What happened In July 2023, Ms D contacted Halifax. She said that she hadn’t authorised any of the many gambling ... (3 pages)View decision -
Decision Reference DRN-4876890
4 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4876890 The complaint Mr G complains that National Westminster Bank Plc failed in its duty of care to him by allowing him to make a number of payments. What happened In February 2023, Mr G received a large sum of money into his account. In the weeks that followed he spent the majori... (2 pages)View decision
