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 4703 results
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Decision Reference DRN0338366
24 Mar 2020 Barclays Bank UK PLC Not upheldBanking and creditMr K has complained that Barclays Bank UK PLC won’t refund transactions he says he didn’t make or otherwise authorise.backgroundI sent my provisional decision on 5 March 2020. A copy of my provisional decision is attached and forms part of this final decision.My provisional decision sets o... (4 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-1388800
11 May 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-1388800The complaintMr A complains that Barclays Bank UK PLC (Barclays) allowed him to use his credit card to gamble with. He feels Barclays were guilty of irresponsible lending by giving him the card in the first instance and that they ought to have prevented him from gambling with th... (2 pages)View decision -
Decision Reference DRN9609555
2 Jul 2018 Casheuronet UK LLC UpheldBanking and creditMr K complains that CashEuroNet UK LLC (trading as Quick Quid) lent to him irresponsibly. Mr K is represented by a claims management company. His representative asks that interest and charges are refunded, with 8% interest, and any remaining balance is written off. It a... (4 pages)View decision -
Decision Reference DRN-4194424
7 Jul 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4194424 The complaint Mr W complains that Capital One (Europe) plc (Capital) irresponsibly issued a credit card to him, for which he couldn’t afford the payments. In particular he says it failed to take into account his gambling problems which it was aware of. He also complains that Ca... (4 pages)View decision -
Decision Reference DRN0591813
29 Aug 2019 HSBC UK Bank Plc Not upheldBanking and creditComplaintMr A complains that HSBC UK Bank Plc debited his account with a series of card payments totalling £3,500 which he says he didn’t make or otherwise authorise.What happenedOn 4 February 2018, an account was set up on a gambling website in Mr A’s name, using his correct date of birth... (3 pages)View decision -
Decision Reference DRN-2636001
10 Nov 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2636001 The complaint Mr B complains that National Westminster Bank Plc refused to refund unauthorised transactions under the chargeback scheme. What happened Mr B made payments to a gambling site he found online. Once he checked his bank statement, he noticed unauthorised payments had... (3 pages)View decision -
Decision Reference DRN6702751
4 May 2016 National Westminster Bank Plc Not upheldBanking and creditMr M complains National Westminster Bank Plc won’t refund spending on a gambling website that he says he didn’t make.backgroundIn November 2015 Mr M contacted NatWest to query spending of over £900 made on (at least) one gambling website. The spending had happened b... (3 pages)View decision -
Decision Reference DRN-5119424
1 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5119424 The complaint Mr H complains Barclays Bank UK PLC trading as Barclaycard (Barclaycard) irresponsibly increased his credit limit because he was using the card to gamble. What happened Mr H opened an account with Barclaycard on 23 March 2015 with a £7,800 credit limit. He is ... (5 pages)View decision
