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-5681813
13 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5681813 The complaint Mr M says Nationwide Building Society (“Nationwide”) refuses to refund him for transactions on his account he says it should’ve blocked. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, M... (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 DRN0118092
12 Nov 2015 Hastings Insurance Services Ltd UpheldInsurance (excluding PPI)Miss B complains that Hastings Insurance Services Ltd cancelled her car insurance policy after it found out she worked in a betting shop.backgroundMiss B took out the policy online. She gave her occupation as ‘assistant manager retailing’. Hastings cancelled the policy ... (2 pages)View decision -
Decision Reference DRN-5514216
24 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5514216 The complaint Mr K complains Lloyds Bank PLC offered him no support despite him gambling in excess of £80,000. What happened Mr K has been a customer of Lloyds Bank for many years. In 2022 Mr K complained to Lloyds Bank about his overdraft saying that it had lent to him irre... (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-4406837
21 Nov 2023 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4406837 The complaint Mr J complains that HSBC UK Bank Plc acted irresponsibly in lending him a personal loan. He thinks it should have realised he had a gambling addiction which meant the loan was unaffordable for him. What happened Mr J took out a personal loan with HSBC in March 201... (3 pages)View decision -
Decision Reference DRN1495759
5 Jul 2018 TSB Bank plc UpheldBanking and creditMr G has complained TSB Bank plc placed a CIFAS marker against his name. This has meant he can’t open another bank account.backgroundMr G had a number of disputes about his account in July and August 2016. He firstly didn’t recognise some payments to a gambling ... (3 pages)View decision -
Decision Reference DRN-5973370
22 Dec 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5973370 The complaint Mrs G has complained that Kroo Bank Ltd failed to process chargeback requests she made in relation to a number of disputed transactions. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overvi... (3 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-4946240
19 Aug 2024 Progressive Money Limited Not upheldConsumer CreditDRN-4946240 Complaint Mrs M has complained about a loan Progressive Money Limited (“Progressive”) which she says was unfairly lent to her. She says the loan was unaffordable and so should never have been granted to her in the first place. Mrs M is being represented in her complaint by... (7 pages)View decision
