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-5229243
27 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5229243 The complaint Mr W complains about how Nationwide Building Society (NBS) treated him after he made multiple gambling transactions in a short period, and feels NBS should have stopped them. Accordingly, Mr W would like NBS to refund some or all of the transactions. What happe... (3 pages)View decision -
Decision Reference DRN4436829
26 May 2020 Virgin Money plc UpheldBanking and creditComplaintMiss S is unhappy with Virgin Money plc’s handling of payments to her credit card account, and delays in removing late payment markers on her credit file.BackgroundMiss S had a Virgin Money credit card. She said she paid £600 in July 2018 to clear her account, but the payment wasn... (5 pages)View decision -
Decision Reference DRN-4252308
4 Dec 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4252308 The complaint Mr S is unhappy that HSBC UK Bank Plc won’t reimburse money he lost through spread betting. What happened Mr S opened a HSBC credit account and used it to transfer money to a financial spread betting account. Mr S later complained to HSBC because he felt that they... (3 pages)View decision -
Decision Reference DRN1495759
5 Jul 2018 TSB Bank plc UpheldBanking and creditMr G has complained TSB Bank plc placed a CIFAS marker against his name. This has meant he can’t open another bank account.backgroundMr G had a number of disputes about his account in July and August 2016. He firstly didn’t recognise some payments to a gambling ... (3 pages)View decision -
Decision Reference DRN-3976386
20 Feb 2023 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3976386 The complaint Mr N complains Capital One (Europe) plc refused his requests to close his credit card accounts after he told them he had a gambling addiction. What happened Mr N has two credit cards with Capital One. He’s complained because they’ve refused to close his accounts d... (4 pages)View decision -
Decision Reference DRN8620286
16 May 2017 Barclays Bank Plc Not upheldBanking and creditMr L complains about the loans he took out with Barclays Bank Plc. He complains that Barclays shouldn’t have given him the loans because of his mental health problems. backgroundIn August 2016, Mr L applied for four loans using Barclays’ mobile app. The loans w... (3 pages)View decision -
Decision Reference DRN-2885990
23 Jun 2021 TSB Bank plc Not upheldBanking and PaymentsDRN-2885990 The complaint Miss D has complained that TSB Bank plc won’t refund her for disputed transactions she didn’t make or authorise. What happened Miss D had a current account with TSB. Between November 2019 and May 2020, a series of transactions were made to three gambling websites... (3 pages)View decision -
Decision Reference DRN-2955112
23 Sep 2021 Everyday Loans Limited UpheldConsumer CreditDRN-2955112 The complaint Mr C has complained that Everyday Loans Limited (ELL) irresponsibly lent him two loans. What happened In August 2019 ELL agreed a £1,500 loan to Mr C. This was due to be repaid over 18 months with a monthly repayment of £144.25. This loan was repaid in full in la... (4 pages)View decision -
Decision Reference DRN-3595784
26 Jul 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3595784 The complaint Mr P, through his representative, complains that Everyday Lending Limited, trading as Everyday Loans, lent to him irresponsibly. What happened Using information we have from Everyday Lending, here is a brief table of the three loans approved for Mr P. Loan Date op... (3 pages)View decision -
Decision Reference DRN1458047
13 Sep 2013 Bank of Scotland Plc Not upheldBanking and creditMiss D complains that Bank of Scotland plc (trading as Halifax) has not refunded a number of transactions that she says she did not make or authorise.backgroundMiss D disputes four online payments made on her tablet computer to an account with a gambling website. Miss D says she went to... (2 pages)View decision
