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 4576 results
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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 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 DRN3100666
1 Mar 2021 DTW Associates Limited UpheldBanking and creditIn summary, Miss F has complained that DTW Associates Limited (DTW), trading as Auto Advance Logbook loan, provided her with three loans when she wasn’t able to afford them. background In January 2017 DTW provided Miss F with a loan for £1,880 repayable over 24 months. It was a high intere... (5 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-3081121
1 Oct 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3081121 The complaint Mr H and Mrs M complain about the way HSBC UK Bank Plc managed their account when they were experiencing financial difficulties. What happened Mr H and Mrs M have held a joint current account with HSBC for several years. They were previously managing their finance... (10 pages)View decision -
Decision Reference DRN6383682
20 Dec 2017 Barclays Bank Plc Not upheldBanking and creditMr D complains Barclays Bank Plc didn’t restrict and limit his spending on his current account to prevent him using his money for gambling. He thinks it could’ve done more to support him. And he thinks it shouldn’t have enabled him to gamble illegally whilst abroad.back... (3 pages)View decision -
Decision Reference DRN8260426
30 Dec 2015 Nationwide Building Society Not upheldBanking and creditMr J complains that Nationwide Building Society will not refund payments he says he did not make from his account and that it caused him inconvenience when it blocked his card.backgroundMr J says that he did not make payments of £500 and £300 to an online gambli... (2 pages)View decision -
Decision Reference DRN-3985455
2 May 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3985455 The complaint Mr Y has complained Santander UK plc won’t refund money spent on gambling transactions, which he believes should have been stopped. He’s upset that Santander blocked a credit a gambling company tried to make to his account. What happened After being out with frien... (3 pages)View decision -
Decision Reference DRN8164858
14 Aug 2018 Barclays Bank Plc Not upheldBanking and creditMr C complains that Barclays Bank PLC, trading as Barclaycard, irresponsibly gave him a credit card that was unaffordable.backgroundMr C applied for the credit card in 2013 and was given a credit limit of just under £3,000. He says at the time he already had a numb... (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
