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 DRN-3836852
5 Jan 2023 Fintern Ltd Not upheldConsumer CreditDRN-3836852 The complaint Mr B is unhappy with the service he received from Fintern Ltd surrounding their rejection of his loan application, including that they implied that he had a gambling addiction. What happened Mr B applied to Fintern for a personal loan, but his application was reje... (2 pages)View decision -
Decision Reference DRN-4347376
2 Oct 2023 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4347376 The complaint Ms D complained because The Co-operative Bank plc refused to refund her for gambling transactions which she said she didn’t authorise. What happened In July 2023, Ms D contacted the Co-op. She said there had been gambling transactions on her account which she hadn... (2 pages)View decision -
Decision Reference DRN5402041
18 Jul 2017 National Westminster Bank Plc Not upheldBanking and creditMr F’s complaint is that National Westminster Bank Plc (“Natwest”) won’t refund him for disputed transactions on his account.backgroundMr F is represented in this complaint by Mrs F, but for ease of reference I’ll only refer to Mr F throughout. In 2016 Mr F becam... (3 pages)View decision -
Decision Reference DRN4528475
2 Nov 2015 Tesco Personal Finance PLC Not upheldBanking and creditMr O complains that Tesco Personal Finance PLC allowed him to use his credit card for gambling transactions even where the transactions took him over the cash advance limit on the card. He thinks Tesco should refund the transactions.backgroundMr O opened a credit car... (4 pages)View decision -
Decision Reference DRN-3081121
1 Oct 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3081121 The complaint Mr H and Mrs M complain about the way HSBC UK Bank Plc managed their account when they were experiencing financial difficulties. What happened Mr H and Mrs M have held a joint current account with HSBC for several years. They were previously managing their finance... (10 pages)View decision -
Decision Reference DRN-3605511
25 Jul 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3605511 The complaint Mrs C complains that Tesco Personal Finance PLC trading as Tesco Bank (Tesco) lent to her irresponsibly and didn’t help her when she was in financial difficulty. What happened Mrs C applied online for a credit card in July 2016 – she asked for a balance transfer o... (5 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 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 DRN0286210
29 Apr 2019 National Westminster Bank Plc Not upheldBanking and creditMr H is unhappy because he says National Westminster Bank Plc haven’t acted responsibly by lending him money and letting him use his bank accounts for gambling. backgroundMr H has explained he has a gambling addiction. He’s unhappy Nat West allowed him to use his accou... (3 pages)View decision
