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 5125 results
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Decision Reference DRN1338740
17 May 2016 Indigo Michael Limited UpheldBanking and creditMr M complains about loans he took out with Indigo Michael Limited T/as SafetyNetCredit. He believes he should never have been lent to as he couldn’t afford to repay the loans because of his existing commitments and gambling addiction. backgroundMr M borrowed £300 from S... (3 pages)View decision -
Decision Reference DRN-3928470
6 Apr 2023 PayrNet Limited UpheldBanking and PaymentsDRN-3928470 The complaint Mr K complains PayrNet Limited, trading as “Pockit”, blocked and later closed his account. He also complains Pockit hasn’t returned the funds it was holding. To keep things simple, I’ll refer mainly to “Pockit” in my decision. What happened In late April 2021, fol... (4 pages)View decision -
Decision Reference DRN-4631558
19 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4631558 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 DRN7726800
6 Nov 2019 Starling Bank Limited Not upheldBanking and creditMr S complains that Starling Bank Limited debited his account with a series of online and card payments totalling approximately £20,000 which he says he didn’t make or otherwise authorise.backgroundMr S disputes making thirty-six payments between 16 October and 5 November 2018 which totall... (3 pages)View decision -
Decision Reference DRN-5651975
23 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5651975 The complaint Mr W complains that Revolut Ltd (Revolut) failed to notice that he was transferring large sums of money out of his account for gambling. He thinks it should have done more to safeguard his money while he was suffering from mental illness. As a result, he lost t... (2 pages)View decision -
Decision Reference DRN-5226612
20 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5226612 The complaint Mr M says Bank of Scotland plc, trading as “Halifax”, should’ve blocked his transactions and done more to protect his account. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. Mr M is no longer complain... (2 pages)View decision -
Decision Reference DRN-5230153
21 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5230153 The complaint Mr G has complained that HSBC UK Bank Plc failed to offer him support when he began spending in a compulsive and harmful way. Mr G is being represented by a family member. For the sake of clarity when I refer to Mr G’s submissions I mean those provided by himse... (3 pages)View decision -
Decision Reference DRN-4630527
28 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4630527 The complaint Ms W has complained that Nationwide Building Society (“Nationwide”) irresponsibly granted an overdraft in May 2019 that she couldn’t afford to repay, despite it being aware that she had a gambling problem. What happened In May 2019, Ms W was granted an overdraft o... (3 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-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
