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-4252308
4 Dec 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4252308 The complaint Mr S is unhappy that HSBC UK Bank Plc won’t reimburse money he lost through spread betting. What happened Mr S opened a HSBC credit account and used it to transfer money to a financial spread betting account. Mr S later complained to HSBC because he felt that they... (3 pages)View decision -
Decision Reference DRN-5318472
4 Sep 2025 Spreadex Limited Not upheldInvestmentsDRN-5318472 The complaint Mr A has complained about his spreadbetting account he held with Spreadex Limited (‘Spreadex’). He says he was able to transfer funds to his fixed betting account which bypassed the limits he had set and enabled his excessive gambling. He says he has suffered s... (4 pages)View decision -
Decision Reference DRN-3500884
26 May 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3500884 The complaint Mr D complains that Lloyds Bank PLC (“Lloyds”) didn’t support him regarding the management of his current account and his overdraft facility. He believes they should have seen the potentially damaging transactions taking place and should have intervened. What happ... (4 pages)View decision -
Decision Reference DRN8285950
12 Mar 2014 Capital One (Europe) plc UpheldBanking and creditMr C complains that Capital One (Europe) plc wants him to repay a credit card debt that he ran up after asking it to close his account.backgroundIn 2011/12 Mr C suffered a period of financial difficulty resulting, at least in part, from a gambling addiction. In August 2012 Mr C’s fathe... (2 pages)View decision -
Decision Reference DRN-3976386
20 Feb 2023 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3976386 The complaint Mr N complains Capital One (Europe) plc refused his requests to close his credit card accounts after he told them he had a gambling addiction. What happened Mr N has two credit cards with Capital One. He’s complained because they’ve refused to close his accounts d... (4 pages)View decision -
Decision Reference DRN-5023213
11 Nov 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5023213 The complaint Miss B has complained Starling Bank Limited won’t refund numerous disputed card transactions in November 2023. What happened Miss B holds a current account with Starling, as well as other accounts. In December 2023 she complained to Starling that there were num... (3 pages)View decision -
Decision Reference DRN8620286
16 May 2017 Barclays Bank Plc Not upheldBanking and creditMr L complains about the loans he took out with Barclays Bank Plc. He complains that Barclays shouldn’t have given him the loans because of his mental health problems. backgroundIn August 2016, Mr L applied for four loans using Barclays’ mobile app. The loans w... (3 pages)View decision -
Decision Reference DRN-2885990
23 Jun 2021 TSB Bank plc Not upheldBanking and PaymentsDRN-2885990 The complaint Miss D has complained that TSB Bank plc won’t refund her for disputed transactions she didn’t make or authorise. What happened Miss D had a current account with TSB. Between November 2019 and May 2020, a series of transactions were made to three gambling websites... (3 pages)View decision -
Decision Reference DRN6717586
3 Jun 2019 Bank of Scotland Plc Not upheldBanking and creditMr W complains that Bank of Scotland plc lent him money irresponsibly when it should have realised that he had a gambling problem.backgroundIn May 2014 Bank of Scotland (trading as Halifax) approved a £500 overdraft limit for Mr W. He quickly increased this to £1,900 ... (2 pages)View decision -
Decision Reference DRN-2955112
23 Sep 2021 Everyday Loans Limited UpheldConsumer CreditDRN-2955112 The complaint Mr C has complained that Everyday Loans Limited (ELL) irresponsibly lent him two loans. What happened In August 2019 ELL agreed a £1,500 loan to Mr C. This was due to be repaid over 18 months with a monthly repayment of £144.25. This loan was repaid in full in la... (4 pages)View decision
