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 5333 results
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Decision Reference DRN-2816977
1 Jul 2021 TSB Bank plc Not upheldConsumer CreditDRN-2816977 The complaint Mr and Mrs A complain that TSB Bank Plc declined an application for a loan. What happened In September 2020 Mr A applied to TSB for a loan. He was subsequently advised that his application couldn’t be considered because of the level, of gambling transactions being... (3 pages)View decision -
Decision Reference DRN9840213
31 May 2017 HSBC Bank plc Not upheldBanking and creditMr H complains that HSBC Bank Plc has not treated him fairly in that it allowed him to continue borrowing, even after he had told it of his gambling addiction. He would like the bank to write off the overdraft he says it wrongly extended to him. background Mr H ha... (2 pages)View decision -
Decision Reference DRN-5780276
24 Oct 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5780276 The complaint Mr S complains Prepay Technologies Ltd who issue final responses on behalf of Monese allowed over £1,000’s worth of gambling transactions to leave his account between March and April 2025. What happened Mr S has an account with Monese. He’s a registered GamStop... (2 pages)View decision -
Decision Reference DRN1045870
3 Sep 2014 Bank of Scotland Plc Not upheldBanking and creditMr D complains that Bank of Scotland plc acted irresponsibly in not applying restrictions on gambling transactions made from his accounts.backgroundMr D says that he made numerous requests to the bank for it to block gambling transactions that are attempted on his credit card account... (2 pages)View decision -
Decision Reference DRN-5971070
2 Dec 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5971070 The complaint Mr H complains about the service he received from Revolut Ltd (“Revolut”) when he asked it to close his account and not allow it to be reopened or restrict his ability to use cryptocurrency on his account. What happened Mr H had a gambling addiction and was usi... (3 pages)View decision -
Decision Reference DRN-2278450
1 Feb 2021 Revolut Ltd Not upheldBanking and PaymentsDRN-2278450 The complaint Mr C complains about Revolut Ltd’s decision to hold him responsible for transactions which he says he didn’t authorise. What happened In March 2020, Mr C received a notification from his Revolut online banking application to let him know his card had been frozen d... (4 pages)View decision -
Decision Reference DRN6947896
12 Dec 2019 HSBC UK Bank Plc Not upheldBanking and creditMr W is unhappy with the credit limit HSBC UK Bank Plc (HSBC) offered him on a new credit card.backgroundIn 2016 Mr W successfully applied for a new credit card with HSBC and was given a credit limit of £5,500. Mr W has exceeded the credit limit on the card, and he has entered into a payme... (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-4543180
1 Feb 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4543180 The complaint Ms D complains that Capital One (Europe) plc lent irresponsibly when it increased the credit limit on her credit card. Ms D also complains that Capital One failed to monitor her account and provide support. What happened Ms D had an existing credit card with Capit... (3 pages)View decision -
Decision Reference DRN-5854831
10 Nov 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5854831 The complaint Mr R complains Kroo Bank Ltd (“Kroo”) closed his account without proper explanation, and that its terms do not expressly give it justification to have done so due to gambling transactions. Mr R says Kroos actions have caused him distress, inconvenience, and con... (2 pages)View decision