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 5297 results
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Decision Reference DRN-3458329
28 Nov 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3458329 The complaint The estate of Mrs T complains that Santander UK Plc allowed the late Mrs T to carry out gambling transactions on her account which they should have identified and prevented. The estate of Mrs T wants the gambling transactions, and any associated charges, refunded.... (3 pages)View decision -
Decision Reference DRN-5744921
11 Sep 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5744921 The complaint Miss F complains that The Royal Bank of Scotland Plc failed to offer her support when she was spending compulsively and experiencing financial harm, and about the customer service she subsequently received. What happened In June 2024, Miss F made a number of p... (4 pages)View decision -
Decision Reference DRN1338740
17 May 2016 Indigo Michael Limited UpheldBanking and creditMr M complains about loans he took out with Indigo Michael Limited T/as SafetyNetCredit. He believes he should never have been lent to as he couldn’t afford to repay the loans because of his existing commitments and gambling addiction. backgroundMr M borrowed £300 from S... (3 pages)View decision -
Decision Reference DRN5847907
8 Aug 2018 National Westminster Bank Plc UpheldBanking and creditMr S complains that National Westminster Bank Plc (NatWest) gave him an overdraft limit that was unaffordable and that they acted irresponsibly.backgroundMr S took out an overdraft with a limit of £7,500 with NatWest in August 2017, which he then increased to £11,000 ... (3 pages)View decision -
Decision Reference DRN-5230153
21 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5230153 The complaint Mr G has complained that HSBC UK Bank Plc failed to offer him support when he began spending in a compulsive and harmful way. Mr G is being represented by a family member. For the sake of clarity when I refer to Mr G’s submissions I mean those provided by himse... (3 pages)View decision -
Decision Reference DRN-3092848
13 Jan 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3092848 The complaint Mr J complains about Monzo Bank Ltd and their failure to set his account’s withdrawal limit back to the agreed amount after he’d requested a one-off limit increase. What happened Mr J held an account with Monzo. In February 2020, Mr J asked Monzo to set his daily ... (3 pages)View decision -
Decision Reference DRN-4631558
19 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4631558 The complaint Mr C complains that Starling Bank Limited (“Starling”) failed to deal with his request for a refund after making a number of transactions. What happened Mr C explained that he registered with an online gambling website I’ll refer to as L. He transferred funds into... (3 pages)View decision -
Decision Reference DRN7726800
6 Nov 2019 Starling Bank Limited Not upheldBanking and creditMr S complains that Starling Bank Limited debited his account with a series of online and card payments totalling approximately £20,000 which he says he didn’t make or otherwise authorise.backgroundMr S disputes making thirty-six payments between 16 October and 5 November 2018 which totall... (3 pages)View decision -
Decision Reference DRN-4541542
16 Jan 2024 Nationwide Building Society UpheldConsumer CreditDRN-4541542 The complaint Mr S and Ms S complain that Nationwide Building Society was irresponsible to lend to them. What happened Mr S and Ms S were approved for the following loan from Nationwide in March 2021: Loan Date Amount Term Repayment Due 1 4 Mar 2021 £10,000 84m £180.46 4 Mar 20... (3 pages)View decision -
Decision Reference DRN-4630527
28 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4630527 The complaint Ms W has complained that Nationwide Building Society (“Nationwide”) irresponsibly granted an overdraft in May 2019 that she couldn’t afford to repay, despite it being aware that she had a gambling problem. What happened In May 2019, Ms W was granted an overdraft o... (3 pages)View decision
