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 4944 results
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Decision Reference DRN-5070600
12 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5070600 The complaint Mr J has complained that Lloyds Bank PLC didn’t do enough to safeguard him when he was gambling high volumes with unregulated online casinos. Background Mr J has explained that between February and June 2024 he was placing high value bets with an online casino ... (3 pages)View decision -
Decision Reference DRN1562326
22 Apr 2015 Lloyds Bank PLC Not upheldBanking and creditMrs F complains that Lloyds Bank plc will not refund fraudulent payments made from her bank account.backgroundMrs F disputes payments made from her account to gambling sites between May 2012 and August 2013. She says that she did not make these payments, and – as she d... (2 pages)View decision -
Decision Reference DRN-5592761
27 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5592761 The complaint Mr B has complained Starling Bank Limited wouldn’t use the international card schemes chargeback mechanism to secure him a refund for gambling transactions. He’d made these after unsuccessfully trying to close his gambling account with the merchant involved. Wh... (2 pages)View decision -
Decision Reference DRN-2787629
4 May 2021 Progressive Money Limited UpheldConsumer CreditDRN-2787629 The complaint Ms S complains that Progressive Money Limited (“Progressive”) lent to her in an irresponsible manner. What happened Ms S was given a single loan by Progressive. She borrowed £5,000 in July 2018 and agreed to repay the loan in 36 monthly instalments. Part of the lo... (6 pages)View decision -
Decision Reference DRN-1555961
3 Dec 2020 Marq Millions Limited Not upheldBanking and PaymentsDRN-1555961 The complaint Mr S has complained that Marq Millions Limited, trading as Arro Money (“Arro”), shouldn’t have unblocked his bank account, after it blocked it because of his spending on gambling websites. Mr S is represented in this complaint by his father. What happened Mr S set... (4 pages)View decision -
Decision Reference DRN4755652
11 Apr 2019 Barclays Bank UK PLC Not upheldBanking and creditMr S complains that Barclays Bank UK PLC (Barclays) lent to him irresponsibly. He also feels that Barclays should not have given him a £6,000 credit limit; it should have placed a daily limit on his credit card use; that it failed to provide him with an acknowledgmen... (2 pages)View decision -
Decision Reference DRN-5654546
22 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5654546 The complaint Mr G complains about the actions of Nationwide Building Society in relation to an overdraft he had with it. What happened Mr G took out a student account with Nationwide, which has an overdraft facility of £1,000. Mr G says he used the account excessively for... (3 pages)View decision -
Decision Reference DRN-3173831
23 Dec 2021 Barclays Bank UK PLC UpheldMortgagesDRN-3173831 The complaint Mr and Mrs B complain that Barclays Bank UK Plc mis-sold their mortgage and the accompanying mortgage current account reserve (MCA). They also complain that Barclays ought to have recognised that Mr B had a gambling problem. What happened In 2007 Barclays recommen... (5 pages)View decision -
Decision Reference DRN-4818078
9 Sep 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4818078 The complaint Mr M has complained about the way TSB Bank plc handled some transactions which he says he didn’t make or otherwise authorise. What happened During the early hours of a particular day, around £1,400 was spent on online gambling from Mr M’s TSB account, using his... (3 pages)View decision -
Decision Reference DRN-4121517
11 May 2023 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4121517 The complaint Mr G complains that HSBC UK Bank Plc (HSBC) lent to him irresponsibly. What happened Mr G had a current account with HSBC. He had an overdraft limit of £5,000. On 28 October 2017, he applied for a loan of £25,000, payable over 98 months – for home improvements. Th... (4 pages)View decision
