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 5297 results
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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-2636001
10 Nov 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2636001 The complaint Mr B complains that National Westminster Bank Plc refused to refund unauthorised transactions under the chargeback scheme. What happened Mr B made payments to a gambling site he found online. Once he checked his bank statement, he noticed unauthorised payments had... (3 pages)View decision -
Decision Reference DRN-5191739
3 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5191739 The complaint Miss S complains that Barclays Bank UK PLC (‘Barclays’) failed in its duty of care to her as a customer when she was unable to set up a block to prevent spending on gambling. What happened Miss S said that she had been trying unsuccessfully since 2020 to switc... (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-1370569
21 Jan 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1370569The complaintMr A is unhappy HSBC UK Bank Plc (HSBC) allowed him to spend funds that would have taken him into an unarranged overdraft on his bank account. He feels HSBC shouldn't’t have allowed this. What happenedIn January 2019 Mr A made some deposits on a gambling websit... (4 pages)View decision -
Decision Reference DRN-5166009
22 Nov 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5166009 The complaint Mr S is unhappy that J.P. Morgan Europe Limited, trading as Chase, didn’t apply a gambling transaction block to his account. What happened Mr S contacted Chase on 10 February 2024 and complained that Chase had allowed him to undertake a series of gambling tran... (3 pages)View decision -
Decision Reference DRN-4058666
31 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4058666 The complaint Mr A complains National Westminster Bank Plc failed to act when his account showed signs of excessive gambling. What happened The Investigator set out the background to this complaint in detail, so I won’t repeat it again here. Instead, I’ll provide a summary of t... (3 pages)View decision -
Decision Reference DRN-4534904
2 Feb 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4534904 The complaint Mrs N complains that Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) failed to protect her as a vulnerable customer and failed to adequately protect her account, which resulted in her being able to spend significant amounts on gambling. What happened Mr... (3 pages)View decision -
Decision Reference DRN5485761
10 Apr 2014 National Westminster Bank Plc Not upheldBanking and creditMr N complains that National Westminster Bank Plc irresponsibly lent him money when he had a gambling problem. backgroundFrom April 2006 onwards, Mr N applied to NatWest for overdraft facilities many times and the bank often provided them. On several occasions he cleared the overdraft d... (2 pages)View decision -
Decision Reference DRN-3814468
8 Feb 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-3814468 The complaint Mr H complains that Capital One (Europe) plc removed a spend block on his account without his permission. What happened In July 2022 Mr H contacted Capital One regarding some transactions on his credit card account. He asked Capital One to block the transactions. ... (3 pages)View decision
