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-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-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-5651975
23 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5651975 The complaint Mr W complains that Revolut Ltd (Revolut) failed to notice that he was transferring large sums of money out of his account for gambling. He thinks it should have done more to safeguard his money while he was suffering from mental illness. As a result, he lost t... (2 pages)View decision -
Decision Reference DRN-5369709
25 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5369709 The complaint Mr G complains Nationwide Building Society didn’t do enough to support him with problem gambling. What happened Mr G has an account with Nationwide. His account doesn’t have an overdraft and isn’t meant to go overdrawn. In other words, it’s a basic account. He ... (2 pages)View decision -
Decision Reference DRN-5800176
12 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5800176 The complaint Mr Y complains that TSB Bank plc allowed him to make transactions to a website, which they said they had blocked. He would like a refund of the transactions after the block was meant to be in place, along with compensation. What happened Mr Y had a TSB current ... (3 pages)View decision -
Decision Reference DRN-2841116
29 Oct 2021 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-2841116 The complaint Mr J, on behalf of the estate of Mrs T, complains that The Co-operative Bank Plc (“Co-op”) failed to identify and intervene in compulsive spending on Mrs T’s account resulting from a gambling addiction. Mr J also complains that Co-op failed in its money laundering... (5 pages)View decision -
Decision Reference DRN-1552338
2 Feb 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-1552338 The complaint Mrs K is unhappy with how National Westminster Bank Plc treated her after she became overdrawn. What happened Mrs K held a number of current and a savings account with NatWest. In early June 2019, after an intense period of gambling which left Mrs K overdrawn by ... (5 pages)View decision -
Decision Reference DRN-5730395
3 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5730395 The complaint Mrs D complains Monzo Bank Ltd should have stopped her from using her overdraft facility to gamble and transfer funds to other accounts. What happened Mrs D opened an account with Monzo in December 2021 with a £1,000 overdraft facility. Mrs D made a number of ... (4 pages)View decision -
Decision Reference DRN6988818
29 Dec 2016 Bank of Scotland Plc Not upheldBanking and creditMr M complained that Bank of Scotland plc, trading as Halifax, lent to him irresponsibly.backgroundIn autumn 2016, Mr M complained to Halifax that it had let his overdraft facility increase to £5,000. Mr M said that in February 2014 he’d been to a branch, told an a... (2 pages)View decision -
Decision Reference DRN-5819269
16 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5819269 The complaint Mr J’s complaint is about how Revolut Ltd (Revolut) handled a refund claim he made. What happened As all parties are familiar with this complaint, I’ll only summarise the key background where necessary within my findings below. What I’ve decided – and why I’ve ... (3 pages)View decision
