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-4567492
19 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4567492 The complaint Mr C complains that Starling Bank Limited (“Starling”) failed to deal with his request for a refund after making a number of transactions. What happened Mr C explained that he registered with an online gambling website I’ll refer to as L. He transferred funds into... (3 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-4533959
2 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4533959 The complaint Miss D has complained that Barclays Bank UK PLC trading as Barclaycard acted irresponsibly when it approved her for a credit card in 2019 and then increased the limit on the card a few weeks later. In addition, she has said that Barclaycard failed to pick up on th... (4 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 DRN7639708
10 Apr 2019 Paysafe Financial Services Limited UpheldBanking and creditMr C complains that Paysafe Financial Services Limited (trading as Neteller) unfairly excluded transactions he made from a promotional cashback offer.background Mr C entered a reward scheme that said if he made transactions above a certain level he’d earn cashback. The ... (3 pages)View decision -
Decision Reference DRN-2936819
10 Aug 2021 NewDay Ltd Not upheldBanking and PaymentsDRN-2936819 The complaint Miss G has complained that NewDay Ltd hasn’t treated her fairly as a vulnerable consumer, and as a result she accrued more debt on her credit card account. What happened Miss G opened her account in March 2017, and between April and October 2019 Miss G says it was... (4 pages)View decision -
Decision Reference DRN-3304667
28 Mar 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3304667 The complaint Mr W is unhappy Barclays Bank UK PLC (“Barclays”) haven’t refunded a series of transactions made from his current account which he says he didn’t make or otherwise authorise himself. What happened Mr W contacted Barclays in 2018 and 2019 to report a series of gamb... (6 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 -
Decision Reference DRN5922866
22 Apr 2020 Barclays Bank UK PLC Not upheldBanking and creditMr C is unhappy with the service Barclays Bank UK PLC, trading as Barclaycard, has given him in relation to his credit card account. He wants Barclays to compensate him for this. background The evidence in this case is detailed, running to several hundred pages of documents, all of which I... (4 pages)View decision -
Decision Reference DRN8285950
12 Mar 2014 Capital One (Europe) plc UpheldBanking and creditMr C complains that Capital One (Europe) plc wants him to repay a credit card debt that he ran up after asking it to close his account.backgroundIn 2011/12 Mr C suffered a period of financial difficulty resulting, at least in part, from a gambling addiction. In August 2012 Mr C’s fathe... (2 pages)View decision
