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 5333 results
-
Decision Reference DRN-3477434
20 May 2022 Sainsbury's Bank Plc UpheldConsumer CreditDRN-3477434 The complaint Mr B has complained that Sainsbury’s Bank Plc failed to properly monitor his credit card account or offer him support when he was gambling compulsively. He has asked that it refund all of the interest and charges that have been applied to his account. Background M... (4 pages)View decision -
Decision Reference DRN-2873350
8 Apr 2022 Everyday Lending Limited Not upheldConsumer CreditDRN-2873350 The complaint Mr S has complained that Everyday Lending Limited trading as “Everyday Loans” acted irresponsibly when it provided him with a loan in July 2019. Background Mr S borrowed £1,500 from Everyday Loans in July 2019. The loan was for 18 months and the monthly repayments... (2 pages)View decision -
Decision Reference DRN-1987824
4 Jan 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-1987824 The complaint Mr R complained that Capital One (Europe) plc did not provide clear information about cash advance charges and interest. What happened Mr R has two credit card accounts with Capital One, opened in 2017 and 2019. Mr R complained to Capital One in September 2019 abo... (3 pages)View decision -
Decision Reference DRN-3459695
19 May 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3459695 The complaint and background Mr S has complained that HSBC UK Bank Plc allowed his account to go overdrawn when he didn’t have an arranged overdraft. Mr S says he was suffering with a gambling addiction and that HSBC should never have allowed the transactions he made to go thro... (2 pages)View decision -
Decision Reference DRN-5739725
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5739725 The complaint Mr S complains Revolut Ltd failed to protect him from making payments to gambling operators. He says he suffered financially and mentally because of its processes and systems. What happened A summary of what happened is below. Mr S has an account with Revolut. ... (2 pages)View decision -
Decision Reference DRN-4657553
13 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4657553 The complaint Mr G complains about lending given to him by Monzo Bank Ltd, and its handling of his relationship with it. What happened On 8 October 2022, Mr G applied for a Flex account with Monzo. It was agreed and he was given a £500 credit limit. On 28 October 2022, he asked... (5 pages)View decision -
Decision Reference DRN-5169880
29 Nov 2024 Santander UK Plc UpheldConsumer CreditDRN-5169880 The complaint Mr B has complained that Santander UK Plc acted irresponsibly when it provided him with two personal loans in May 2023 and February 2024. Background Mr B applied for two separate personal loans with Santander in 2023 and 2024. The first loan was for £9,000 and ... (3 pages)View decision -
Decision Reference DRN-5566643
24 Jun 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5566643 The complaint Mr P complains about how J.P. Morgan Europe Limited trading as Chase (Chase) failed to monitor and prevent gambling transactions debiting his account. Accordingly, Mr P would like Chase to refund the transactions. What happened The details of this complaint are... (3 pages)View decision -
Decision Reference DRN6502845
22 Feb 2017 Virgin Money plc Not upheldBanking and creditMr H complains Virgin Money plc acted irresponsibly when it allowed him to withdraw large sums of money from his credit card account to deposit at online gambling websites. Mr H is also thinks Virgin Money’s cash advance fee for gambling deposits is too high.backgro... (2 pages)View decision -
Decision Reference DRN-3319245
12 Apr 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3319245 The complaint Mr M complains about Barclays Bank UK PLC trading as Barclaycard and their failure to prevent him from using his credit card for gambling transactions. What happened Mr M held a credit card with Barclays, which from June 2015 had a credit limit of £4,300 with a ca... (5 pages)View decision