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 4598 results
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Decision Reference DRN4299544
5 Jul 2017 Paysafe Financial Services Limited Not upheldBanking and creditMr O complains that Paysafe Financial Services Limited have wrongly excluded some transfers he made from the terms of a promotional cashback offer. He says that he is owed money under the terms of the promotion.background Mr O was contacted by Paysafe in relation to a pro... (2 pages)View decision -
Decision Reference DRN4721397
18 Oct 2016 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs M complain that Lloyds Bank PLC did nothing to stop Mr M from spending thousands of pounds on his gambling addiction.backgroundMr and Mrs M have a joint account with Lloyds. They are represented in this complaint by a debt advice charity.Some years ago, M... (2 pages)View decision -
Decision Reference DRN-3500884
26 May 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3500884 The complaint Mr D complains that Lloyds Bank PLC (“Lloyds”) didn’t support him regarding the management of his current account and his overdraft facility. He believes they should have seen the potentially damaging transactions taking place and should have intervened. What happ... (4 pages)View decision -
Decision Reference DRN4528475
2 Nov 2015 Tesco Personal Finance PLC Not upheldBanking and creditMr O complains that Tesco Personal Finance PLC allowed him to use his credit card for gambling transactions even where the transactions took him over the cash advance limit on the card. He thinks Tesco should refund the transactions.backgroundMr O opened a credit car... (4 pages)View decision -
Decision Reference DRN-3605511
25 Jul 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3605511 The complaint Mrs C complains that Tesco Personal Finance PLC trading as Tesco Bank (Tesco) lent to her irresponsibly and didn’t help her when she was in financial difficulty. What happened Mrs C applied online for a credit card in July 2016 – she asked for a balance transfer o... (5 pages)View decision -
Decision Reference DRN5402041
18 Jul 2017 National Westminster Bank Plc Not upheldBanking and creditMr F’s complaint is that National Westminster Bank Plc (“Natwest”) won’t refund him for disputed transactions on his account.backgroundMr F is represented in this complaint by Mrs F, but for ease of reference I’ll only refer to Mr F throughout. In 2016 Mr F becam... (3 pages)View decision -
Decision Reference DRN-4515180
17 Dec 2023 National Westminster Bank Plc UpheldConsumer CreditDRN-4515180 The complaint Mr T complains that National Westminster Bank Plc (NatWest) acted irresponsibly by agreeing to lend to him. What happened In November 2016 Mr T entered into a Fixed Loan Sum agreement with NatWest. The application was made online for a loan of £10,000. The loan wa... (5 pages)View decision -
Decision Reference DRN-4962699
19 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4962699 The complaint Mr L has complained that Revolut Ltd failed to place adequate safeguarding measures in place to prevent him from gambling and losing large sums of money. Background Mr L opened a bank account with Revolut in July 2022. Almost immediately he began to use the acc... (4 pages)View decision -
Decision Reference DRN-5023213
11 Nov 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5023213 The complaint Miss B has complained Starling Bank Limited won’t refund numerous disputed card transactions in November 2023. What happened Miss B holds a current account with Starling, as well as other accounts. In December 2023 she complained to Starling that there were num... (3 pages)View decision -
Decision Reference DRN6717586
3 Jun 2019 Bank of Scotland Plc Not upheldBanking and creditMr W complains that Bank of Scotland plc lent him money irresponsibly when it should have realised that he had a gambling problem.backgroundIn May 2014 Bank of Scotland (trading as Halifax) approved a £500 overdraft limit for Mr W. He quickly increased this to £1,900 ... (2 pages)View decision
