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 4967 results
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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 -
Decision Reference DRN0203991
13 Jun 2019 National Westminster Bank Plc Not upheldBanking and creditMr T complains that it was irresponsible for National Westminster Bank Plc (“NatWest”) to have approved an overdraft for £8,000. He also complains that it won’t block gambling transactions on his account. backgroundMr T opened an account with NatWest in April 2018. In ... (4 pages)View decision -
Decision Reference DRN-4993377
4 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4993377 The complaint Mr M has complained Nationwide Building Society won’t refund disputed gambling transactions between April and May 2024. What happened Mr M holds both current and savings accounts with Nationwide. In May he complained to Nationwide that there were numerous gambl... (3 pages)View decision -
Decision Reference DRN-4297305
29 Aug 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4297305 The complaint Mr E complains that Clydesdale Bank Plc trading as Virgin Money was irresponsible in its lending to him. What happened Mr E was provided with a credit card in July 2018 by Virgin Money with a credit limit of £1,800. Mr E says that he built up a large debt on the c... (2 pages)View decision -
Decision Reference DRN5689074
24 Jan 2020 Tandem Bank Limited Not upheldBanking and creditMr R has complained about Tandem Bank Limited and the charges they’ve applied to his credit card account after processing gambling transactions as cash advances.backgroundMr R made three gambling transactions on his tandem credit card account worth £1,000 each. These transactions were proc... (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-5555392
18 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5555392 The complaint Miss B complained because Clydesdale Bank Plc, trading as Virgin Money, refused to refund her for gambling transactions she said she didn’t make. What happened In early July 2024, five gambling payments, to three different gambling organisations, debited Mis B... (4 pages)View decision -
Decision Reference DRN-3751305
21 Nov 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3751305 The complaint Mr N has complained Barclays Bank UK PLC won’t refund him transactions he didn’t make in October 2021. Barclays subsequently closed Mr N’s account. What happened Mr N had Covid in October 2021. He later noticed £1,300 worth of transactions to a gambling company he... (2 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-3991631
22 May 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3991631 The complaint Mrs B complains that Santander UK Plc (“Santander”) lent to her irresponsibly and did nothing to support her despite informing it of her gambling problems and other vulnerabilities. What happened Mrs B held an account with Santander with an overdraft facility. Mrs... (4 pages)View decision
