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 DRN0851049
26 Sep 2014 Bank of Scotland Plc Not upheldBanking and creditMr D complains that Bank of Scotland plc has held him responsible for a number of transactions that were debited from his account but which he says he not make or authorise.Mr D is represented by his father in referring his complaint here. background The disputed transactions, for a tot... (4 pages)View decision -
Decision Reference DRN-3920224
10 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3920224 The complaint Mr F complains NewDay Ltd trading as Aqua have refused to refund some transactions made on his credit card. What happened Mr F reported some transactions to NewDay he didn’t recognise as having made himself. The transactions, including foreign transaction fees, to... (2 pages)View decision -
Decision Reference DRN-3802029
10 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3802029 The complaint Mr J has complained that his bank Monzo Bank Ltd (“Monzo”) has refused to refund the money he has lost following him being the victim of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail.... (2 pages)View decision -
Decision Reference DRN-5634486
24 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5634486 The complaint Miss C complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing her with an overdraft facility she says she couldn’t afford. What happened Miss C was given an overdraft with her Monzo account in September 2022. The overdraft limit was £2,000. ... (3 pages)View decision -
Decision Reference DRN-4491839
8 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4491839 The complaint Mr M says NewDay Ltd, trading as BIP, incorrectly allowed gambling-related transactions to be made on his credit card account. He says NewDay’s actions caused him avoidable financial loss. What happened In February 2023, Mr M told NewDay he had a gambling addictio... (2 pages)View decision -
Decision Reference DRN7367722
9 Mar 2020 Nationwide Building Society Not upheldBanking and creditMr M has complained Nationwide Building Society won’t refund him for gambling transactions he disputes were made by him. backgroundMr M had held an account with Nationwide since February 2018. In August 2018 after his sister’s car was stolen, he reported his debit card and phone missing to... (3 pages)View decision -
Decision Reference DRN-2759675
11 Jun 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2759675 The complaint Mr N complains that National Westminster Bank Plc won’t refund payments he says he didn’t make from his account. What happened Mr N contacted NatWest to dispute payments made with his card online to a gambling company. He says he didn’t make these payments and is ... (3 pages)View decision -
Decision Reference DRN-5181788
20 Dec 2024 First Response Finance Ltd UpheldConsumer CreditDRN-5181788 The complaint Mr W complains First Response Finance Ltd (First Response) irresponsibly entered into a hire purchase agreement with him because it didn’t carry out reasonable and proportionate checks to ensure the agreement was affordable for him. What happened Mr W took out ... (6 pages)View decision -
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 DRN1574688
22 Oct 2019 The Royal Bank of Scotland Plc Not upheldBanking and creditMr A complains The Royal Bank of Scotland Plc (RBS) won’t refund money that was spent on a gambling website. He says he didn’t spend this money.Mr A is helped in his complaint by a family member. But, for ease, I’ll refer to most things as though Mr A has said them himself.backgroundThe de... (4 pages)View decision
